AccountId: 011433970860
ContactId: 3c632201-e0d2-4fac-acf9-ad74a6fccc00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459799 ms
Total Talk Time (AGENT): 139216 ms
Total Talk Time (CUSTOMER): 104001 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/3c632201-e0d2-4fac-acf9-ad74a6fccc00_20250508T15:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII], and uh I have a policy with you all and I need to make some changes for them to deduct it out my check because I'm gonna retire and I need for them for you all to retire deduct the premiums out of my paycheck.
[AGENT][NEUTRAL] OK, so you wanna be uh set up on automatic bank draft, is that what you're saying?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and can you please spell your first name for me?
[CUSTOMER][NEUTRAL] My first name is [PII] The last name is [PII], [PII]
[AGENT][NEUTRAL] OK, and Miss [PII], what is your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then may I please have your policy number?
[CUSTOMER][NEUTRAL] Oh, wait, hold on.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, 485272.
[AGENT][NEUTRAL] OK, let me look that up real quick, Ms. [PII].
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on this policy?
[CUSTOMER][NEUTRAL] OK, my, my physical address is [PII].
[AGENT][NEUTRAL] OK, and then the email address, please?
[CUSTOMER][NEUTRAL] You should have [PII], I mean not [PII].
[AGENT][NEUTRAL] OK, and then um the phone number is the same number that you gave me to call you back on if we're disconnected?
[CUSTOMER][NEUTRAL] Yeah I have [PII].
[AGENT][POSITIVE] Thank you very, ma'am. I appreciate it.
[AGENT][NEUTRAL] Alright, so what I'm gonna need to do is I'm gonna send you a bank authorization form. You'll need to fill out that bank authorization form and send it to the email address that will be provided for you in the email so that you can have automatic bank draft on your policy.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, it's gonna come out of my credit union account.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, you'll put the um bank information on the bank authorization form for the account that you would want for it to come out of you'll provide that to us and then we'll set it up in the um policy that way it's going to be a quick hold while I get that email ready for you, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And I'll be right back just as soon as I've got it.
[CUSTOMER][NEUTRAL] Mm, now hold on, don't, don't go away. Now this, this, this is not gonna go into effect until June cause I don't retire until the end of May.
[AGENT][NEUTRAL] OK, so you'll need to put on that bank authorization form that this will be going into effect [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, wait now, don't go nowhere. Now, on the policy you have [PII] and [PII] on there.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 25,000 each?
[AGENT][NEUTRAL] Let me look at the benefits.
[AGENT][NEUTRAL] It's gonna be just a minute while I pull them in.
[CUSTOMER][NEGATIVE] They not my day.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes ma'am, it is um and this is just to verify benefits. It's not a guarantee of payment. The policy is for 25,000.
[CUSTOMER][NEUTRAL] OK, now tell me that what next before I ask you that, my brain is, oh, what's your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK, touring.
[CUSTOMER][NEUTRAL] All right, I'm trying to get all my stuff lined up before the end of the month.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you, Miss [PII]. Now you got, you're gonna email me that uh that phone so I can take care of that, right?
[AGENT][NEUTRAL] Yes ma'am, I'm gonna do that while we're on the phone together. I'm gonna put you on a brief hold while I get it ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it's gonna be a quick hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Miss [PII], I have that bank authorization form on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you so very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Enjoy your retirement. Thank you for calling APL.
[CUSTOMER][NEUTRAL] That's it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye bye.