AccountId: 011433970860
ContactId: 27e793e0-91f4-4c25-bea6-167e7005fc5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352970 ms
Total Talk Time (AGENT): 109882 ms
Total Talk Time (CUSTOMER): 209431 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/27e793e0-91f4-4c25-bea6-167e7005fc5e_20250213T13:57_UTC.wav
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[AGENT][POSITIVE] And thank you for calling IPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Your name is [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. [PII], this is [PII]. This is about the 3rd time now I've called and my payment has not come through my checking account.
[AGENT][NEUTRAL] Mm, OK, OK, I can check on that. Um, let's see.
[CUSTOMER][NEUTRAL] OK, my policy number is 004537-04.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me pull that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and do you mind verifying your information for me please?
[CUSTOMER][NEUTRAL] Uh, what information did you want?
[AGENT][NEUTRAL] Uh, date of birth, address, phone number, and email.
[CUSTOMER][NEUTRAL] Oh, [PII], [PII] is my birthday.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I'm [PII]. What else did you want?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, a good callback number just in case we're disconnected and your email.
[CUSTOMER][NEUTRAL] [PII] OK [PII].
[CUSTOMER][NEUTRAL] Now, this has been going on since [PII].
[AGENT][NEUTRAL] OK, I, I see what, what thing is here. Hold on just a second.
[CUSTOMER][POSITIVE] It was a renewal and I didn't know it was supposed to be renewed. And so we did it and they've affirmed it that it was uh OK. It was all confirmed that they would be uh taking the $19 out every month. And I was fine and everything was uh processed and they said uh it was going to be
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] They should process this week or the last 2 days because it has been paid. But I haven't had any success yet. It hasn't come through and I'm afraid that I'm gonna lose my
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You know, my standing here, if I don't, um,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Get that money to you.
[AGENT][NEUTRAL] Right, well, I do show that we drafted your account on [PII], which was last Friday, um.
[AGENT][NEUTRAL] And it takes a couple of days to get to your bank, but it should.
[AGENT][NEUTRAL] Be showing on your account by now.
[CUSTOMER][NEUTRAL] It should have been here. I know it should have. It's the [PII]. It's a whole week ago.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So, um, I will get my supervisor just to be sure everything went through is showing everything went through, but um.
[AGENT][NEGATIVE] Sometimes there's a glitch in the system, um.
[AGENT][NEUTRAL] But I will get with her.
[CUSTOMER][NEUTRAL] I just don't want, yeah, I just wanna make sure that it's OK now.
[AGENT][POSITIVE] Yes ma'am, your policy is good, um, and I'm showing.
[CUSTOMER][NEUTRAL] OK. That's what they told me, but if money still hasn't been taken out. And normally, it's just like clockwork, you know, and all of a sudden it quit, you know, and they said, well, yeah, to renew. And I said, well, renew it.
[AGENT][NEUTRAL] Alright, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I didn't know you had to redo it.
[CUSTOMER][NEGATIVE] So, now I'm waiting for the 19, it's not much, but I missed my payout of $19.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I see where you've been calling.
[AGENT][NEUTRAL] Yeah, I will get with her just to make sure everything went through um with our bank and.
[CUSTOMER][NEUTRAL] Can I wait or do I call you back or what?
[AGENT][POSITIVE] I will call you back um and I'll call you back sometime today.
[CUSTOMER][NEUTRAL] OK, you have my number.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. It's probably early out there in [PII], or is this office in [PII]?
[AGENT][NEUTRAL] Um, we're in [PII]. It's [PII].
[CUSTOMER][POSITIVE] [PII]. Well, he answered. That's amazing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. Well, we, we're open from [PII], so, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, so you've been there, yeah. OK.
[AGENT][NEUTRAL] I've been here an hour but she doesn't come in until [PII], so my supervisor.
[CUSTOMER][NEUTRAL] OK. Well, check with her and um call me that everything is all right. I just don't know where that $19 is. It isn't in my, it didn't come out of my checking account. That's what's, uh, I don't know, maybe have the wrong information, but it's the same information that I've had for 15 years or 20.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I'll, I will get with her and then I'll give you a call back, uh, sometime today.
[CUSTOMER][NEUTRAL] OK. OK. Thank you. Bye-bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Uh-huh, and thank you for calling APL. You have a wonderful day and I will give you a call back.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.
[AGENT][POSITIVE] Mhm. Thank you, Mr. [PII]. Bye.
[CUSTOMER][NEUTRAL] Mhm.