AccountId: 011433970860
ContactId: 32d2e73e-9342-430c-ae53-f7d3ea6cfc5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117300 ms
Total Talk Time (AGENT): 11770 ms
Total Talk Time (CUSTOMER): 34101 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/32d2e73e-9342-430c-ae53-f7d3ea6cfc5c_20250606T21:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII], and I have a policy with you all and I have recently retired and they were supposed to pay the policy up through May, but I found out that that did not happen. So I need to start payroll I mean not payroll deduction. I need to uh uh do bank draft if that's a possibility, and I was just calling to see how what's the procedure for me to set that up.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, OK, so you're just wanting to get it essentially started on your own outside of your employer?
[AGENT][NEUTRAL] If possible.
[CUSTOMER][NEUTRAL] Right, right. I am recently retired, yes.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?