AccountId: 011433970860
ContactId: 6a26d95f-f27a-49e9-845e-0ebbbcfe3884
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284380 ms
Total Talk Time (AGENT): 172052 ms
Total Talk Time (CUSTOMER): 116685 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/6a26d95f-f27a-49e9-845e-0ebbbcfe3884_20250512T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I have a lady on the phone.
[CUSTOMER][NEGATIVE] And she's she's really, really upset right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not
[AGENT][NEUTRAL] Why me? I knew I should have went to teams. Why me? OK.
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, no, all I need to know because I'm gonna go back to her. I told her I just wanna make sure I need a bank draft authorization form emailed to her.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, what's her policy number?
[CUSTOMER][NEUTRAL] Her policy number is 485272.
[CUSTOMER][NEGATIVE] And I told her I would make sure that it was sent to her she said she talked to somebody Friday and she talked to somebody um this morning and still has not got the authorization.
[CUSTOMER][NEGATIVE] I don't know how I got the phone call, but it that it's neither here nor there.
[AGENT][NEUTRAL] I know, right?
[CUSTOMER][NEUTRAL] It's neither here nor there. I thought that was done by the.
[CUSTOMER][NEUTRAL] But it's like I said it's neither here nor there.
[AGENT][NEUTRAL] Carrots we use, I don't know. I don't know who does what anymore. I don't, I have no idea.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't either.
[AGENT][NEUTRAL] All right, let me go to let me go to our website, darling. Stay with me. So it's just [PII].
[AGENT][NEUTRAL] Whatever. Miss [PII].
[CUSTOMER][NEUTRAL] It's [PII] is the one, yes, and the email address that's on this policy is the one that it needs to be emailed to.
[AGENT][NEUTRAL] OK, to LM [PII]. Hold on, let's find this little sucker. Let me find claim forms. OK, it's um on the website. It's also I had to do was tell her to go to the website and print it off and she was capable of doing that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] She's not registered. She's not registered.
[AGENT][NEUTRAL] No, no, you don't have to be registered. You just go to our [PII]. I mean, I'm just telling you this because it's not, yeah, you can just go to [PII]. Anybody can. This is open to anybody. So which one is she wanting? Bank draft or
[CUSTOMER][POSITIVE] Oh, she can? OK, awesome.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Bank draft authorization. So what is it what is it called the form called?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Electronic funds transfer form EFT.
[AGENT][NEUTRAL] OK. So, I'm just telling you just for.
[CUSTOMER][NEUTRAL] Is that the bank draft?
[AGENT][NEUTRAL] Right, right, right, right, right, right, right, right. Now this is just a website that just any Joe Blow off the street can go to.
[CUSTOMER][NEUTRAL] OK, well,
[AGENT][NEUTRAL] Hold on, I'm getting
[CUSTOMER][NEUTRAL] Well, that, that's fine. I just wanna just make sure that she has it in hand before I hang up this call.
[AGENT][POSITIVE] Amen. Amen, sister. We're gonna work on this together. We're gonna make it happen. We're gonna make it happen right here right now.
[AGENT][NEUTRAL] So let me drag it over here and we're gonna put APL bank draft form attached.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, and I always thought I always think bank draft is one word, but apparently it's not.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and her name is [PII].
[AGENT][NEUTRAL] [PII] Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Please see the attached bank draft form. What I'm gonna ask her to return it to the care team email address. Is that OK? It's completed.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Please return to the [PII]
[AGENT][NEUTRAL] [PII] for processing.
[AGENT][NEGATIVE] Not returned to the, but returned to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Well, since you're doing that, I'm gonna go back to her.
[AGENT][NEUTRAL] Hold on one second.
[AGENT][NEGATIVE] And now it's gonna come from Task Force. I'm not putting my email on here.
[AGENT][NEUTRAL] Please let us. OK, OK. All right, all right, I'm not task force care team. All right, bye dear.
[CUSTOMER][NEUTRAL] That's fine. That's fine.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's fine. That's fine.
[AGENT][NEUTRAL] Please let us know if you need, OK?
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] Alright, thank you, love. bye dear.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] [PII] please see the attached pay draft form was.
[CUSTOMER][NEUTRAL] Alright, you need to hang up.
[AGENT][NEUTRAL] Oh, I'm sorry, I was wiping away. OK, I didn't know I had to hang up. Oh God, let me find you to hang up.
[CUSTOMER][NEUTRAL] So I can resume my call.
[CUSTOMER][NEUTRAL] I think so. If I hang up, you're gonna, you're gonna get her.
[AGENT][NEUTRAL] Uh,
[AGENT][NEGATIVE] Wait a minute, wait a minute, I can't find to hang up anywhere. Where am I at? There we go. OK, bye dear.
[CUSTOMER][NEUTRAL] Leave car.
[AGENT][NEGATIVE] I think she hung up
[CUSTOMER][NEUTRAL] Bye.