AccountId: 011433970860
ContactId: 2e2d9c05-dc33-4f71-a38e-4d1aef22a0b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374980 ms
Total Talk Time (AGENT): 116279 ms
Total Talk Time (CUSTOMER): 73122 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/2e2d9c05-dc33-4f71-a38e-4d1aef22a0b2_20250212T23:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I've just got an insured who's wanting to make a payment um she's also wanting to change the date for her draft. um, I don't know if that's you or I could do that. I have no idea honestly.
[AGENT][NEUTRAL] Uh, yeah, um, I'll get it taken care of. Uh, what's her policy number and her name?
[CUSTOMER][NEUTRAL] Yeah, it's 02252137.
[CUSTOMER][NEUTRAL] And it is uh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, yeah, she's not set up for bank draft, so I have to put in a help request for customer service to send her the bank draft form.
[CUSTOMER][NEUTRAL] Is she not? I see the draft set to the [PII]. Am I looking at something different?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I was looking at the bottom for the account number. I was like, there's no account number in here, but I see it now. I was like,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I was like, oh my gosh, was I completely wrong?
[AGENT][POSITIVE] Oh my gosh, um, it's my first day back from vacation too, like.
[CUSTOMER][NEUTRAL] It's like
[CUSTOMER][NEGATIVE] Oh man, that's even worse.
[AGENT][NEUTRAL] Alright, so let's see, 6960. Let me go ahead and get logged into the Clover really quick and then can send her over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, you can go in.
[CUSTOMER][POSITIVE] OK, thank you, bye bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I understand you would like to make a payment today and also see about changing your draft date. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. And would you like to just make your monthly premium payment of 6960?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Get some information entered in.
[AGENT][POSITIVE] All right, and I am ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the 3 digit security code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and last thing I need is the zip code that is attached to the card.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and would you like a copy of this receipt emailed to you or did you want a confirmation number over the phone?
[CUSTOMER][NEUTRAL] Um, no, you can send an email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And would that be the [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, that payment was successful, so you should see that um receipt in your email immediately. And then as far as your draft day, um, do you, what date did you wanna change that to?
[CUSTOMER][NEUTRAL] I change it to the [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Hold on a second. I have to go to another screen sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And you said the [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, I have that all complete, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Yeah, no problem. It was a pleasure assisting you. Thanks for calling APL and I hope you have a great rest of your night.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] You're