AccountId: 011433970860
ContactId: 3825e8c2-51d9-42e3-a2f6-746fd4a6f2ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155460 ms
Total Talk Time (AGENT): 44298 ms
Total Talk Time (CUSTOMER): 83171 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/3825e8c2-51d9-42e3-a2f6-746fd4a6f2ed_20250129T16:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I'm sorry. OK. Um, I have a member on the line that he's calling to change his, um, account, you know, checking account number for the draft. Now, the draft uh is supposed to take place on the [PII] of each month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I'm not sure if when I change it, is it still gonna draft or they need to make a payment over the phone?
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] OK, yes. 70982.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Accident policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did it come back?
[AGENT][NEUTRAL] Yeah, it came back, um.
[AGENT][NEUTRAL] If we change the bank account number.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's already set up to draft for January and February on [PII].
[CUSTOMER][NEUTRAL] OK, so it's just gonna drop for 2 months on the next. OK. OK, that's what I was, um, yeah, that's what I was needing to know because I wasn't sure if that was gonna be the case. OK, and I'm just trying to, I never changed this thing before, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I, uh, yeah, I think he's too old to be on this policy though.
[CUSTOMER][NEUTRAL] I'm like, OK
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Right, that's, yeah, I don't know.
[CUSTOMER][NEUTRAL] But yeah, he's trying to get this payment and, and
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Yeah, he's like, well, I don't wanna pay if it it's not gonna pay, but like I said to him, we cannot process over the phone.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so, yeah, I'll go ahead and change it. I need to practice on this. If not, I'm never gonna get it. So I'll go ahead and change it and I just need to let him know that we're gonna draft next month for the 2 months, OK? All right, thank you.
[AGENT][NEGATIVE] OK, and I'll check, I'll check on and if it's supposed to be canceled, I'm gonna, I'm gonna lapse it and send him a letter.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. OK. All right. OK, thank you. All right. Have a good day. Bye-bye.
[AGENT][NEUTRAL] But I'll check on it.
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] You too, bye.