AccountId: 011433970860
ContactId: 5bdeed31-1b26-4674-ae54-888671190e65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355070 ms
Total Talk Time (AGENT): 185877 ms
Total Talk Time (CUSTOMER): 114324 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/5bdeed31-1b26-4674-ae54-888671190e65_20250328T19:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got uh miss.
[CUSTOMER][NEUTRAL] Uh her policy number is 25592777. The number she's calling from is a good call back number, so she's calling because she wants to make a payment on her policy today, but she's set up for check. Um, she does want to change that also to, uh, sign up for bank draft.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. And uh let me check her name back again because I wasn't able to hear you very well. Oh my goodness.
[CUSTOMER][NEUTRAL] Oh, OK, OK, is it my phone?
[AGENT][NEUTRAL] Uh, yes, it was at the beginning of the call, but
[CUSTOMER][POSITIVE] Oh OK sorry about that.
[AGENT][POSITIVE] No, no problem.
[AGENT][NEGATIVE] Flying is being so slow.
[AGENT][NEUTRAL] That night.
[CUSTOMER][NEUTRAL] Mine was too.
[AGENT][NEUTRAL] OK, uh, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. All right, I can go ahead and take her.
[CUSTOMER][POSITIVE] OK all right you have a good day, [PII] bye bye.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Hello, good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] In.
[AGENT][NEUTRAL] Hello, I was just advised that you are willing to make a um phone payment. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and you also want to set up your payments to be uh via bank draft also, is that correct?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] All right, Ms. [PII], um, do you happen to have access to the um bills website?
[CUSTOMER][NEUTRAL] No, I don't think I've ever logged in in there.
[AGENT][NEUTRAL] OK, um, we do have a form that you can fill out with all your bank information, um, and you can email it back to us, fax it or mail it, whichever method you prefer, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can um just download that form. It is a uh electronic funds transfer form that it's you can find in the APL website if you're not able or don't have access to a computer to download it, um, we can mail a form to you or we can email it.
[CUSTOMER][NEUTRAL] Yeah, go ahead and uh uh mail it to me because I'm no longer working, so I don't have a printer here at home.
[AGENT][NEUTRAL] All right, um, a mail, and was the address verified and that's a good address we can mail it to?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh-huh, the [PII].
[AGENT][NEUTRAL] All right, perfect. OK, I will go ahead and work on requesting that um electronic funds transfer form to be emailed to you, sorry, mailed and um unfortunately, mhm.
[CUSTOMER][NEUTRAL] Oh, but do you, uh,
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Uh, yes, unfortunately, I'm not able to take the payment. That will be someone in the billing department who will have to take it and I will be um needing to transfer you if that's OK.
[CUSTOMER][NEUTRAL] Uh, I do have a question.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and when I mail it back, do I need to mail a check, a voided check?
[CUSTOMER][NEUTRAL] After the first time.
[AGENT][NEUTRAL] Uh, no, you, um, that form will request um for an account number and routing number, um, as always a.
[CUSTOMER][POSITIVE] OK, perfect, because I don't have any checks.
[AGENT][NEUTRAL] No, no, it won't request, request the check. Mhm. All right.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] All right, and I will work on that letter for you and we'll go ahead and transfer you to the um billing department so they can go ahead and take that payment, all right?
[CUSTOMER][POSITIVE] Appreciate that.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Thank you too.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Good afternoon, [PII]. This is [PII] in customer service. I have um Ms. [PII]. Hi, Ms [PII] on the line. Um, her policy number is 255.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] 92777.
[CUSTOMER][NEUTRAL] Did you say [PII]?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, just wanna make sure I have that right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And she wants to make a phone payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] I could spell right.
[CUSTOMER][NEGATIVE] I was having trouble with that one for some reason.
[AGENT][NEUTRAL] Uh, it's understandable, it's Friday.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, and what is her callback number?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Um, no, when she's calling from that one ending in [PII]. That's a good callback.
[CUSTOMER][POSITIVE] Awesome. All right, I'm ready for whenever you are.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] All right, um, I am already taking care of emailing an electronic funds transfer, um, for her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.