AccountId: 011433970860
ContactId: 7436c3a0-8f1f-4b41-a1b0-fff1b54c7a1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434940 ms
Total Talk Time (AGENT): 128591 ms
Total Talk Time (CUSTOMER): 75647 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/7436c3a0-8f1f-4b41-a1b0-fff1b54c7a1d_20250103T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I need to make a payment.
[AGENT][NEUTRAL] OK, I can help you with payment. Can I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] 208-436-6
[AGENT][NEUTRAL] OK, let me pull that in real quick.
[CUSTOMER][NEGATIVE] Yeah, I had called to make a payment back in December, but it, uh, I don't know if it went through or what because it, I don't see it drafted out of my account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we, we can have um billing check into that for you also, Miss [PII], um, can you please give me your address, phone number and email address that we have on the policy?
[CUSTOMER][NEUTRAL] Yes, um, my home address is [PII], and my email address is [PII].
[AGENT][NEUTRAL] OK, thank you and then the phone number that you gave me to call you back on just in case we're disconnected is that um your cell phone number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you so much. Looking at your policy, I do see that um you're paid to [PII], so if the December payment hadn't gone through, it would have said [PII] of [PII], so it looks like it did go through, um, for you.
[CUSTOMER][NEUTRAL] OK, yeah, OK, maybe had some I don't see it posted on my account.
[AGENT][NEUTRAL] Right, um, now your draft, you're set up for automatic bank draft, and your draft date is the [PII] of the month and you need to give or take a couple of days for the bank to process your draft.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, I had, I had not, um, updated the bank information, uh, because I had switched bank accounts and so I, I just recently sent in an update for the banking information, so I need to probably go ahead and pay the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me go ahead and um transfer you on over to customer service so that they can help you with that uh and then they'll be able to get you to billing so you can make your payment over the phone. Is there anything else, Miss [PII], I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, thank you so much for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. Got um Miss [PII] on the phone.
[AGENT][NEUTRAL] She's calling to make a payment over the telephone, but she's on mode of payment 3.
[AGENT][NEUTRAL] Oh, she did say that she has some new bank information.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um that she needs help with that and then she'll also need help to make payment over the telephone.
[CUSTOMER][NEUTRAL] All right. Uh, you can go ahead and send her. Oh, what is the policy number?
[AGENT][NEUTRAL] The policy number is 2084366.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. I'm gonna repeat it again. 208-4366.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Sorry, are you still there?
[CUSTOMER][NEUTRAL] Hello.