AccountId: 011433970860
ContactId: 4accdc05-3130-45a1-b97c-79544577ecd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287519 ms
Total Talk Time (AGENT): 112073 ms
Total Talk Time (CUSTOMER): 73225 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/4accdc05-3130-45a1-b97c-79544577ecd9_20250109T18:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my, um, I just wanted to, if you could check my, my, my, uh, account to see when my payment goes through the bank.
[AGENT][NEUTRAL] OK, um, I can take a look at your account and look at your next payment for you. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] I don't have that with me, but can I give you my social?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so it just popped up and I'm pulling it up now.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing, and email address.
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Oh my email is [PII].
[AGENT][NEUTRAL] Alrighty, and thank you so much for verifying your information. All the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment. So it looks like your draft day is the [PII] of each month.
[CUSTOMER][NEUTRAL] OK. Um, there's, is there any way I could change it?
[CUSTOMER][NEUTRAL] Like to the [PII].
[AGENT][NEUTRAL] Um, so I
[AGENT][NEUTRAL] So I'll have to
[CUSTOMER][NEUTRAL] Like, like for the, for tomorrow?
[AGENT][NEUTRAL] I'll have to get you over to customer service, um, that's the department that does everything with the premiums, but they'll be more than happy to assist you. I just don't know of the options.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Send me over there.
[AGENT][NEUTRAL] All right, before I do that, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][NEUTRAL] You're very welcome. Well thanks for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Well, let me make sure that ain't something we do.
[AGENT][NEUTRAL] Uh, where is Mr. [PII]? Mr. [PII].
[AGENT][NEUTRAL] Uh, either way, customer service. I don't know about it.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][NEUTRAL] I'm doing good. Um, I have an insured on the other line who's asking to change her, uh, I was gonna say date of birth, Lord, asking to change her draft, her bank draft date.
[CUSTOMER][NEUTRAL] OK, what's your policy number?
[AGENT][NEUTRAL] It's 225.
[AGENT][NEUTRAL] 2137.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what's her callback number?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, you can send her over. Thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[AGENT][NEUTRAL] And I didn't put your name in my notes. Can you say your name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you. Appreciate it.
[AGENT][NEUTRAL] Sounds
[CUSTOMER][POSITIVE] Good afternoon Miss [PII]. How are you doing?