AccountId: 011433970860
ContactId: 3a805bc1-f2c2-4a87-abc5-9ba5631b520d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231000 ms
Total Talk Time (AGENT): 19599 ms
Total Talk Time (CUSTOMER): 66192 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.6, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/3a805bc1-f2c2-4a87-abc5-9ba5631b520d_20250428T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, is this American Public Life Insurance?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK. Um, cause
[CUSTOMER][NEUTRAL] I didn't see anything on here that said APO.
[CUSTOMER][NEUTRAL] Um, I have an automatic deduction come out for my cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And my account was hacked.
[CUSTOMER][NEGATIVE] And I don't think my new account was given.
[CUSTOMER][NEUTRAL] For my automatic deduction?
[AGENT][NEUTRAL] Um, you, when you say your account, you mean your, uh, bank account?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] So we just need to get that updated or make sure that that's uh been changed, is that right?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, yeah, we could take a look at that um, did this happen recently?
[CUSTOMER][NEUTRAL] Uh, it happened in March.
[CUSTOMER][NEUTRAL] And I think my payment comes out at the end of the month, so I'm not sure.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] I didn't see it come out uh last month and.
[CUSTOMER][NEUTRAL] Truthfully, I forgot about it. And then when I was going through my things from, from now, I noticed
[CUSTOMER][NEUTRAL] It didn't
[CUSTOMER][NEUTRAL] Come out yet this month.
[CUSTOMER][NEUTRAL] But today is the [PII], so last month it was supposed to come out on the [PII].
[CUSTOMER][NEUTRAL] So I just need to update to have it come out automatically.
[CUSTOMER][NEUTRAL] I have a sore throat, so.
[CUSTOMER][NEGATIVE] It's hard for me to talk a little bit.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] Oh, what the hell happened?
[CUSTOMER][NEGATIVE] There's on the sound, but there's no, no sound.
[CUSTOMER][NEUTRAL] I don't look familiar.
[CUSTOMER][NEUTRAL] Yeah.