AccountId: 011433970860
ContactId: 164f1a58-3e61-4058-a437-6045959cd521
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434579 ms
Total Talk Time (AGENT): 177149 ms
Total Talk Time (CUSTOMER): 206718 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/164f1a58-3e61-4058-a437-6045959cd521_20250313T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. It's [PII]. I've got um Ms. [PII] on the phone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And her policy number is 2252137.
[CUSTOMER][NEUTRAL] And she's calling for two reasons one, she wants to change the payment date of her draft.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And 2 she wants to go ahead and pay your premium today over the phone.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Will you give me that policy number again? It threw me into a different policy, OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine. It's 22 it's 225-2137.
[AGENT][NEUTRAL] 21
[AGENT][NEUTRAL] Gosh, OK.
[AGENT][NEUTRAL] OK, you say she wants to change her draft date?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Change the date and then make a payment today.
[AGENT][NEUTRAL] OK, got you, got you, OK.
[CUSTOMER][NEUTRAL] OK, bye, [PII].
[AGENT][POSITIVE] Bye, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. How are you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Just fine. How are you?
[AGENT][POSITIVE] I'm good, thank you. [PII] was telling me that you want to change the draft date on your policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yes, and I also wanna pay um this month that's supposed to be probably coming out tomorrow because.
[CUSTOMER][NEGATIVE] My payment date was like on the [PII], but it takes forever to for my check to clear.
[CUSTOMER][NEUTRAL] And I needed it cleared by today and, and so, um, I'm gonna, I wanna see if I can pay for it today.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] With my debit card?
[CUSTOMER][NEUTRAL] And then change the date for the next month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The um the drafting date.
[AGENT][NEUTRAL] OK. What day would you want that to be drafted?
[CUSTOMER][NEUTRAL] On the [PII].
[AGENT][POSITIVE] OK. Yes, ma'am. I can sure do that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, and if you don't mind, I'm gonna put you on hold for just a second, um, and just because it does have the draft date of the [PII] and just make sure nothing has been processed for it, um, and I would.
[CUSTOMER][NEUTRAL] OK, yeah, yes, you can check.
[AGENT][POSITIVE] OK. OK, thank you. Um, and also
[CUSTOMER][POSITIVE] You're welcome. Take your time.
[AGENT][NEUTRAL] I will need to transfer you to our billing department to accept that payment. Um, so if you don't mind holding just a second, I'll get someone on the line for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and just make sure that it hasn't been processed because I can't make two payments, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, and I definitely wanna make sure of that because uh I may not be seeing that part yet um so yeah I definitely want to make sure and I will change it to the first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh is there anything else I can do for you before I transfer you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, no, that's it. Just, just to make sure that it hasn't been like already processed.
[AGENT][NEUTRAL] Yes. OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well do hold on and um it'll be just a minute though because I am gonna research that real quick um so.
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][POSITIVE] Yes, take your time, take your time.
[AGENT][POSITIVE] Thank you. Thank you. OK. You have a good day, Ms. [PII], and thank you for calling APL. Thank you.
[CUSTOMER][POSITIVE] You're welcome. You're welcome.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you. Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, this is [PII]. Um, I have a lady on the phone. Her policy number is 2252137.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she, um, first of all she wants to change her draft date to the [PII], but I haven't changed it yet because it has the [PII] and uh OK she wants to change it to the [PII] and she also wants to make to make a credit card payment for today but I wanted to make sure nothing has been processed yet because it does show the [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, I, I mean we could.
[CUSTOMER][NEUTRAL] I mean we could take the payment, but more than likely it's already in process to draft her from the bank account on file, um.
[CUSTOMER][NEUTRAL] So uh let's see, let me look at the calendar and see when that gets processed.
[CUSTOMER][NEUTRAL] Um, OK, I think it's set to draft tomorrow. Let me ask [PII] real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And she was saying that she needed the payment to come out today for sure so that's why she wanted to pay it also um and change that draft date but you know.
[CUSTOMER][NEUTRAL] Let me look or let me ask um.
[CUSTOMER][POSITIVE] A real hopefully she'll answer me quickly because it looks like.
[CUSTOMER][NEUTRAL] Draft
[CUSTOMER][NEUTRAL] From the [PII] will process tomorrow.
[CUSTOMER][NEUTRAL] So if that's the case. OK, then it won't draft it won't draft yet so as long as the payment's done today, it won't draft tomorrow. OK, um, OK, yeah, so you can change that on your end and then I can take, I'll take the credit card payment on my end.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sounds good. OK, um.
[AGENT][POSITIVE] So, yes, I'm doing it now and here she comes.
[CUSTOMER][POSITIVE] All [PII]. OK.
[AGENT][NEUTRAL] And I did explain to her all that, you know, that's what I was doing trying to see, make sure her payment had not gone through, um, so if you don't mind, assure her that it did not because I did tell her I was gonna transfer her thank you. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK I sure will.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] This is [PII], can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, I'm, I was waiting on, on, um, I wanna change the payment date on my, uh, policy and also make a payment, make a payment today, yeah. OK, I can help you with that. Well, um, [PII] is getting that draft date changed to the first, um, and so it, it had it hadn't drafted for March so I can take that, uh, payment.