AccountId: 011433970860
ContactId: 2b0e2034-0592-4747-89db-ce732358f6ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312260 ms
Total Talk Time (AGENT): 115493 ms
Total Talk Time (CUSTOMER): 61204 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/2b0e2034-0592-4747-89db-ce732358f6ab_20250317T21:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was charged $13064.
[CUSTOMER][NEGATIVE] And I don't recall what for because I don't have nothing to do with this company.
[AGENT][POSITIVE] OK. Well, I'm definitely sorry to hear that. I can take a look into um the payment or the the billing for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh look here on the [PII].
[AGENT][NEUTRAL] Thank you for that. And you said you don't have any policies here with us?
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][NEUTRAL] OK, can you spell your first and last name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] So I'm just searching um with your first and last name to see if there's a um a policy here. Did you see something on a bank statement or where did you see APL at?
[CUSTOMER][NEUTRAL] Well, I saw um on my statement and it say pro American insurance premium.
[CUSTOMER][NEUTRAL] UPD and then ID number 9409.
[AGENT][NEUTRAL] What's the name, what, what company did it say?
[CUSTOMER][NEUTRAL] Pro like program American insurance premium.
[AGENT][NEUTRAL] Can you spell it for me? I'm sorry. It's breaking up every time you say the first word.
[CUSTOMER][NEUTRAL] The program is PROG.
[CUSTOMER][NEUTRAL] That American
[CUSTOMER][NEUTRAL] A M E R I C K N J N insurance IN premium PTZ.
[AGENT][NEUTRAL] OK, um, let's see. I'm searching with the, um, what's your name. Hold on one moment.
[AGENT][NEUTRAL] Hold on one moment, just seeing if anything comes up. Yeah, I'm not showing a a policy with your um name on it, but also this is American Public Life. I'm not familiar with Prague American Insurance.
[AGENT][NEUTRAL] Let me see if maybe I can Google it and see if something comes up. Hold on one second.
[AGENT][NEUTRAL] And you said it is PROG American Insurance Premium?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK. Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I looked it up, so Progressive American Insurance um is an insurance company. It's just not us. I have a phone number here for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, could you please give me the number.
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me give them a call. Maybe it's, they should know something.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh, that was it. Thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] Thank you. Bye bye.