AccountId: 011433970860
ContactId: 25026f51-75c8-45b7-976d-b48a5d12c357
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474029 ms
Total Talk Time (AGENT): 99675 ms
Total Talk Time (CUSTOMER): 118481 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/25026f51-75c8-45b7-976d-b48a5d12c357_20250131T15:01_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling ATM. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I was wondering if you can help me out with something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, uh, my name's [PII]. I can give you my account number.
[CUSTOMER][NEUTRAL] If I can remember it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 823.
[AGENT][NEUTRAL] OK. And Mr. [PII], what's a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you for that, and I have your policy here. I just need you to verify your date of birth, mailing, and email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] email address is [PII].
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII].
[AGENT][POSITIVE] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And how may I help you today?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh, in reference to my weekly charge.
[CUSTOMER][NEUTRAL] I was wondering if I could hold it for.
[CUSTOMER][NEUTRAL] A few weeks so I am gonna be returning to work.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And some days to come and I know it's gonna take about a week or two to.
[CUSTOMER][NEUTRAL] Kind of get me back up to par as far as you know, uh, because I've had some I've had some things.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hit recently that were mostly unexpected.
[AGENT][NEUTRAL] OK. Well, um, I'll be more than happy to assist you with seeing um what arrangement options we can do. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, what?
[AGENT][NEGATIVE] No, no, no, no.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Wait a minute, what's his, um, now I'm thinking.
[AGENT][NEUTRAL] Let's see the one.
[AGENT][NEUTRAL] I don't know how that works.
[AGENT][NEUTRAL] For the
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So I was trying to see what the options were, but here's the thing, since you're on payroll deduction, we can't really set up any arrangements or anything. You will have to reach out to UTBA because they take that out of your check and then they pay us.
[CUSTOMER][NEUTRAL] Who is that again? UT.
[AGENT][NEUTRAL] UTBA Universal Trucking.
[CUSTOMER][NEUTRAL] 00, OK, OK, OK, universal trucking, um.
[AGENT][NEUTRAL] Yes, sir. I have a phone number for them if you need it.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII] da da da da da da da.
[CUSTOMER][NEUTRAL] I'm guessing.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Um, let's try something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and that's the um employee line.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, you know what, let me, let's.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, I'm gonna give them a shot and I'm gonna see if that gets everything taken care of.
[AGENT][NEUTRAL] OK, and that's only because it's payroll deduction, um, since we don't take the payments, we can't really like arrange them, so that's the only.
[AGENT][NEUTRAL] That's the only reason you have to go through them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I will go through them [PII].
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Yes, sir, you got it.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, well, thanks for calling APL. I hope you have a great day and a great weekend.
[CUSTOMER][POSITIVE] You too thanks so much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.