AccountId: 011433970860
ContactId: 714dee39-8e77-4bfe-bb53-5ab613f99a60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396399 ms
Total Talk Time (AGENT): 115830 ms
Total Talk Time (CUSTOMER): 136344 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/714dee39-8e77-4bfe-bb53-5ab613f99a60_20250312T15:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. How are you doing? This is [PII] from Claims. I am very good, thank you. I have Mr. [PII] policy 2214381 on the line. He would like to
[AGENT][POSITIVE] I'm good, how are you?
[AGENT][NEUTRAL] 221 what?
[CUSTOMER][NEUTRAL] I'm sorry, 221-4381.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He would like to make a payment on his premium.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, you can send them to me.
[AGENT][NEUTRAL] Did you verify any information?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I did verify everything with him already.
[AGENT][NEUTRAL] Alright you can send them to me.
[CUSTOMER][POSITIVE] Here it comes. Thank you very much.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII] and I uh.
[CUSTOMER][NEUTRAL] I have a payment to make for my uh policy.
[AGENT][NEUTRAL] All [PII], I can help you with that. You're wanting to make the 48,480 payment?
[CUSTOMER][NEUTRAL] What what payment is that?
[AGENT][NEUTRAL] $484.80.
[CUSTOMER][NEUTRAL] Uh, let me see, is that for 3 months?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Hold on 161.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alrighty. Give me 1 2nd, let me get it all entered real quick and then I can take that payment for you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I have a quick question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What did I say, uh, when I sign up for the policy, uh, what is it sorry.
[CUSTOMER][NEGATIVE] I believe the month the the yearly payment was about 1200, and now I'm paying more. I just wanna know why.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um, your, your monthly payment is $161.60.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you multiply that by 12 months, it'd be 9.
[CUSTOMER][NEUTRAL] 16.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, yeah, I, I, I'm sorry, I was, I was looking at another policy. I'm sorry, go ahead.
[AGENT][NEUTRAL] OK. All right, Mr. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Uh, the number is
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK. It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] June, I mean [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And is the email address that we have on your policy [PII] a good email to send the confirmation number to?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All righty, let me continue to process that. All right, Mr. [PII], that's been processed and you'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, yes. I want to put my monthly payment of this policy in the bank.
[AGENT][NEUTRAL] You want it bank drafted each month?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, give me one second real quick. Let me finish this up.
[AGENT][NEUTRAL] What I'll have to do, Mr. [PII], is get you over to the customer service department so they can, uh, further assist you with getting that bank information, OK?
[CUSTOMER][NEUTRAL] OK, put me through.
[AGENT][POSITIVE] All right. All right. If you'll just hang on one second, I'll get someone to help you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And thank you for calling APL and you have a good day, OK?
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Furring
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. I have an insured, um, that wants to put his policy on a bank draft instead of quarterly.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] 221-4381.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Uh, you can go ahead and transfer Mr. uh [PII] over and I'll explain to him what all we need to do.
[AGENT][POSITIVE] All righty, here he comes.
[CUSTOMER][POSITIVE] Alright, thanks.