AccountId: 011433970860
ContactId: 1ceffd39-fe37-4a25-af51-464f376e0996
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236929 ms
Total Talk Time (AGENT): 82342 ms
Total Talk Time (CUSTOMER): 68854 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/1ceffd39-fe37-4a25-af51-464f376e0996_20250513T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I need to check my account and put a card on file for auto draft.
[AGENT][NEUTRAL] OK, um, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, hang on one second.
[CUSTOMER][NEUTRAL] Somewhere.
[CUSTOMER][NEUTRAL] It is 255-9237.
[AGENT][NEUTRAL] OK, could you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and just need two other pieces of information, your address and your email address.
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see
[AGENT][NEUTRAL] OK, let me see. I, I don't think that we do autopay, but let me check with our billing department if you can hold for one brief moment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] on the care team. Do we do autopay for individuals? Can they set that up?
[CUSTOMER][NEUTRAL] Uh, like bank draft?
[AGENT][POSITIVE] Yes, to automatically come out.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, I just wanna make sure.
[CUSTOMER][NEUTRAL] That's customer service if they're on an individual pay um like a direct or something like that or they just canceled their policy through their employer yeah they get that information sent to them in the mail.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] To fill that out and send it in.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, thanks for holding. Um, so I do show we already have an account set up, but are you needing to change that? Is that?
[CUSTOMER][NEUTRAL] I am, yeah, I changed banks.
[AGENT][NEUTRAL] OK, you have changed banks, OK.
[AGENT][NEUTRAL] Um, let me
[CUSTOMER][NEUTRAL] Do you need the routing numbers or the or debit card?
[AGENT][NEUTRAL] Um, if you've changed banks, you will have to fill out our bank draft form.
[AGENT][NEUTRAL] Um, because we'll have to have that in writing, um, so I can get put in a request for that to be mailed to your home address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] OK, I'll get that sent request sent in. Just give it about 3 to 5 working days and then you should receive that form, get that completed, sent back to us, and we'll get that updated.
[CUSTOMER][POSITIVE] I appreciate it. Um, I, I'm paid in advance for how long?
[AGENT][NEUTRAL] Uh, looks like you are paid to 81-2026.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Through next year?
[AGENT][NEUTRAL] Uh, yeah, that's the date I have paid to 8-1-2026.
[CUSTOMER][POSITIVE] Oh bonus. Alright, thank you.
[AGENT][POSITIVE] OK, thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] Uh you too.
[AGENT][NEUTRAL] Bye bye.