AccountId: 011433970860
ContactId: 1d47465c-9bd0-4978-9ff2-f9956ee1943f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207250 ms
Total Talk Time (AGENT): 134278 ms
Total Talk Time (CUSTOMER): 74396 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/1d47465c-9bd0-4978-9ff2-f9956ee1943f_20250102T22:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][NEGATIVE] Well, I would be better so, but my computer's acting a fool. How are you?
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][POSITIVE] I'm good, I'm good.
[AGENT][NEGATIVE] Hold on, nothing is cooperating. It quit typing. It quit doing any, let's see if they'll let me know. I said it figures I've been sitting for 2 hours, 2 hours and have not gotten a call. And no, now.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] Mm. OK.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] It, oh my God. Hold on, I'm trying.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I, I knew that would happen. I knew this would happen.
[AGENT][NEGATIVE] I didn't even have time to go in and click off the phones. I was like, you know, oh my Lord.
[AGENT][NEUTRAL] Hold on myself. I'm sorry. I'm pulling up a blank form to start trying to type up. Oh God. Oh, I just did.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[AGENT][NEUTRAL] Oh, I thought I hung up the phone.
[CUSTOMER][NEUTRAL] No, you haven't.
[AGENT][NEUTRAL] Hold on, dear. Let me see it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You just so happens. Oh my God, what I just clicked now.
[AGENT][NEUTRAL] Updated my password last night, so.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I, I, I don't know what is going on.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh shoot.
[AGENT][NEUTRAL] I mean, it's not letting me do.
[AGENT][NEUTRAL] Anything
[AGENT][NEUTRAL] I mean, it won't so much as put a letter or a number.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Is there anything I can help without.
[CUSTOMER][NEUTRAL] Mm, probably, probably, um, I got a member on the line. She is trying to change her premium from, you know, yearly to monthly, which I think we need to send her the letter, right?
[AGENT][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Yes, she, she wants to change it to, she wants to go on bank draft.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we have a, we have, uh, on our website we can either email her a bank draft form or she can go mail it, you know, or she can go on our website and print it off, complete it and send it back to the care team or mail it back in.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. I can, I can let her know that. I was just making sure that there's nothing we, we need to in our end. But yeah, um, if I need the letter send out, uh, can I request that or I don't know, they changed so many things.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, she's
[AGENT][NEUTRAL] Um, well, she's just going on bait draft, yeah, I mean, that's, yeah, that's anything, let me see if I let me even click on guru. Well it's like let me type anything in guru.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I can you type in guru, um, but what was I saying? OK, she's already, uh, PayMode 3.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] She just needs to know her monthly premium, which is and that's it and she just can print that form off of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. Oh, OK. OK, I can let her know that that's all she needs to do if she wants to switch it to monthly payments and it has to be a draft for monthly payments.
[AGENT][NEUTRAL] Right, that's the only way you pay by monthly is by bank draft.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] A draft. OK. Okey dokey. Well, OK. Hopefully if you don't have any other questions, but yeah, I can go ahead and help her with that. It's OK. Thank you.
[AGENT][POSITIVE] OK. I'm sorry.
[AGENT][POSITIVE] Oh, you're awesome. Thank you, dear. Mm bye.
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.