AccountId: 011433970860
ContactId: fd2b527d-3f99-42be-bd3a-6da1dda4119d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 722340 ms
Total Talk Time (AGENT): 179776 ms
Total Talk Time (CUSTOMER): 349013 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/fd2b527d-3f99-42be-bd3a-6da1dda4119d_20250404T21:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I was just checking to see I I noticed that uh payment hasn't been withdrawn from my account and I was just checking to see why not. I know that there was supposed to be an increase in the payment amount.
[AGENT][NEUTRAL] OK, I can check on it for you, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] I don't have the number with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have your address, Miss [PII]?
[CUSTOMER][POSITIVE] I can get it for you.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Mhm. [PII], and that's [PII].
[AGENT][NEUTRAL] OK, I found it. May I have your date of birth and email address for verification?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] My email address that you should have is [PII].
[AGENT][NEUTRAL] Mhm. Yes, that's correct. Thank you. All right, let me check on the payments and see what's going on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What day of the month does it show because I know it, I know you took a payment last month, but I was just trying to see what day is it actually supposed to be withdrawn.
[AGENT][NEUTRAL] The [PII] of this month.
[CUSTOMER][NEUTRAL] OK, so maybe maybe I'm early.
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Let me see, let me see if I got any notes about this payment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so the next payment is for March.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let me get with customer service really quick on your policy, OK, one moment.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[CUSTOMER][POSITIVE] Hi, so I'm good. How are you?
[AGENT][POSITIVE] Uh, it's Friday, girl. It's Friday. I'm doing good.
[AGENT][NEUTRAL] Um, I have a member on the line that she said that she's inquiring about her, um, premium payment. It looks like she's set up to draft every 7 of the month, but I'm not sure if she's in arrears or because it did not pull for [PII], so I'm not really sure what happened there. And also, uh, she said that it's supposed to be increased and she wants to know how much it increased to.
[CUSTOMER][NEUTRAL] Hmm, OK. What's the policy number? I can take a look.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, 2582948.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah I didn't see the payment for um March, but I'm not sure if she's paying on the beers, you know, there's some policies that pays in the year, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, if the group pays in arrears and then they port, we are supposed to get them called up with their initial payment, but sometimes, um, that gets overlooked and then they stay in arrears.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then it's all screwed up.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But this looks like.
[CUSTOMER][NEUTRAL] Something.
[CUSTOMER][NEUTRAL] Bree on something.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Mhm, yeah, I saw that too. I see the last change was on [PII], but I checked the notes and I didn't see anything reflected, so I'm like, OK, I'm not sure.
[CUSTOMER][NEUTRAL] Right. Yeah, I don't see any of it either. Um,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See, I, I don't know what's going on with the notes and stuff, but.
[CUSTOMER][NEUTRAL] I mean, I don't see how people are making changes on policies without putting notes so something's going on.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, because it's like we don't know what they did, so we don't know what to say.
[CUSTOMER][NEUTRAL] Corrected paid due date to [PII].
[CUSTOMER][NEUTRAL] OK, and of course your request this letter is being provided to you as proof of coverage listed below are the details.
[CUSTOMER][NEUTRAL] Right. Um.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] I mean when I'm looking at BQPAI.
[CUSTOMER][NEUTRAL] It looks like we did proceed.
[CUSTOMER][NEGATIVE] Something. Maybe it was returned.
[CUSTOMER][NEUTRAL] But there's no note for me to know.
[CUSTOMER][NEUTRAL] And then she put December out to the side.
[CUSTOMER][NEUTRAL] So I have no idea why.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I, I don't know what that is.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] If that wasn't there she would be paid to 41.
[CUSTOMER][NEGATIVE] Because that looks like a refund.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I have no idea why that's there. No idea, no idea why.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And no idea.
[CUSTOMER][NEGATIVE] Why she would be behind I don't see anything um for a returned draft for the month of March.
[CUSTOMER][NEUTRAL] So, and I'm showing that it was drafted on [PII].
[AGENT][NEUTRAL] So it was drafted?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's in BQPHI it shows that it was so, but she's saying it wasn't drafted on her bank account.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] Uh, um, she said, no, um, well, is that what she said? Oh my [PII], now I lost the dog. Um.
[AGENT][NEUTRAL] Yeah, I think that's what she said.
[AGENT][NEUTRAL] Let me, let me check with her. I think, I think that's what she said and then she said that the premium is supposed to change and she wanted to know if it did change. Um, let me get, get back with her and see if that's what she said that she didn't see him. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, hold on, so let me, why does she think the premium's gonna change?
[AGENT][NEUTRAL] I have no idea, but she thinks it's gonna change.
[CUSTOMER][NEUTRAL] Yeah, now.
[CUSTOMER][NEUTRAL] Her pre stays the same.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, yeah, uh, I'll just talk to her so because I have no idea what she's talking about, um, but I'm, I'm gonna have to ask billing about her pay today and why that adjustment is in BQPHI because I don't see anything where the March payment was returned, so I'm not sure why that's there so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] I, I don't know, but you can just go ahead and transfer her so I can ask her why she thinks the premium is supposed to be changing and all that, um, did you verify her?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I did. I fully verify her. Yes. Mhm. The number is the same one in the system.
[CUSTOMER][POSITIVE] OK, and her callback number is the same? OK, perfect, thank you.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][POSITIVE] OK, here she comes. You're welcome. Have a good afternoon. Have a good weekend. Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for Miss [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you with the policy, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Hi Ms. [PII] how are you doing today? I'm fine thank you.
[CUSTOMER][NEUTRAL] Good, uh, so I was, um, telling me a little bit about what you were calling in for, um, so.
[CUSTOMER][NEUTRAL] You're calling about your premium supposed to change?
[CUSTOMER][NEUTRAL] Well, they, I called, well, I think the thing was I had called.
[CUSTOMER][NEUTRAL] It might have been in January.
[CUSTOMER][NEGATIVE] Because I had heard, you know, I just heard from a former employee that uh the prices were gonna go up and so I called, but then I received a letter, uh, it didn't say anything about, you know, the coverage going up or anything like it's just that when I looked on the, um, my checking statement, I didn't see that you all had taken a payment, but then she said it's not coming out until the [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, the, um, your payment is set, um, for the [PII] of every month, so your next one will be, let me see, actually, uh, this month yours will actually fall on Monday, um, next month it won't fall until the, let me see, oh, the [PII], yeah, so that's right.
[CUSTOMER][POSITIVE] Um, sometimes it's weird if there's more days in a month. Um, it's also on a different day, but yours is falling on the [PII], so that's good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know what I was looking uh.
[CUSTOMER][NEUTRAL] Because I, I, I wrote a note on my, and I don't know why I wrote this note, but it was saying
[CUSTOMER][NEUTRAL] I think somebody, OK, this is what it was. I think someone had sent um
[CUSTOMER][NEUTRAL] Me a second page of somebody else's letter, that's what it was.