AccountId: 011433970860
ContactId: 14ea6063-c40b-44b4-b8c0-e5306f0eba7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 754599 ms
Total Talk Time (AGENT): 139046 ms
Total Talk Time (CUSTOMER): 96460 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/14ea6063-c40b-44b4-b8c0-e5306f0eba7f_20250606T21:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I had just called and I think I got disconnected, but I was calling because I, uh, I have recently retired from my job and I had, um, uh, APL on, uh, payroll deduction, and I want to set it up for bank draft if that's a possibility.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see what we can do. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] And my call back number is [PII].
[AGENT][NEUTRAL] OK, thank you. May I have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] I don't have it.
[AGENT][NEUTRAL] Mm, OK. OK, let's see if I can search it. One moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment, I'm just trying to view the policies.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You have more than one policy?
[CUSTOMER][NEUTRAL] I just think I just have one.
[AGENT][NEUTRAL] This one? OK, let me make sure.
[AGENT][NEUTRAL] OK, yes, OK.
[AGENT][NEUTRAL] What's the name on the policy?
[CUSTOMER][NEUTRAL] Uh, is it [PII]?
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And can I make a payment online on the phone, or what do I need to do or do I can set it up as bank draft?
[AGENT][NEUTRAL] OK, let me check and see first what we can do about switching this um because right now it looks like it's through your employer.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it is, and like I said, they were supposed to pay it up through May, but they did not. I just found that out, uh, yesterday and so I want to bring it up today and then I want to start it on bank draft or or what because I'm, I'm retired so they can do payroll deduct it anymore.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got you, yes. And um so, OK, I will have to send you a method of payment letter in order to um set it up like that. Um, no, it is a little bit behind on the payments. Let me check with customer services and see what we can do, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, Mr. [PII]. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for Mr. [PII]. OK, so, um, we need to follow a little bit of steps here. So I'm gonna start with the first step. I'm gonna send you a uh um portability letter for you to sign and send back to us. It is gonna have the bank draft authorization form attached to it.
[AGENT][NEUTRAL] So you can go ahead and send that information over, OK? Um, in the meanwhile, uh, OK, the policy is gonna remain the same, um, it's not gonna change and since we're sending this letter, it's gonna automatically hold until we receive that letter back, OK? You have 30 days from the receipt of the letter to send it back to know that you're gonna keep the policy, OK? All right, so I went ahead and requested that for you. You should be getting that shortly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, not a problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then, thank you very much. I appreciate it.
[AGENT][POSITIVE] Yeah. No problem, Mr. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it, so can I just uh get your name so I can make a notation on my notes?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, yes. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK, thank you. I really appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day. Good afternoon.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye bye.