AccountId: 011433970860
ContactId: 78e53491-aa47-466f-afd7-cedf8ee10267
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201570 ms
Total Talk Time (AGENT): 125151 ms
Total Talk Time (CUSTOMER): 65669 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/78e53491-aa47-466f-afd7-cedf8ee10267_20250311T21:15_UTC.wav
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[AGENT][NEUTRAL] Thank you. Excuse me. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I have um a customer on the line. I just took a payment, her quarterly payment, but she's wanting to set up, uh, monthly payments from this point, like after, you know, the next invoice.
[AGENT][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] The bank
[CUSTOMER][NEGATIVE] And I am unable to do that.
[AGENT][NEUTRAL] OK, I got your, OK, what's the policy number, dear?
[CUSTOMER][NEUTRAL] Yes ma'am, bank draft, yes ma'am.
[CUSTOMER][NEUTRAL] It's 772-751.
[CUSTOMER][NEUTRAL] She's been verified and her name is [PII].
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEGATIVE] Tros are scratchy and itchy and yucky today.
[AGENT][NEUTRAL] OK, let's see. 772751.
[AGENT][NEUTRAL] And what's her name? [PII]?
[CUSTOMER][NEUTRAL] Her name is [PII], yes, ma'am.
[AGENT][NEUTRAL] Uh, what's the same take forever. Oh my goodness.
[AGENT][NEUTRAL] All right. Any day now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She's a beneficiary.
[AGENT][NEUTRAL] All right, I, all I can do is, I mean, we, I'm thinking out loud, not telling you, I'm thinking out loud. I'll, I'll just email them or mail have the method of payment letter mailed to them, not messing up hate, they're gum. All right, thank you, dear, put this on that through.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh, I have [PII] on the phone and she's gonna help you out with that bank draft.
[CUSTOMER][POSITIVE] All right, thank you. Yes ma'am you have a great day and thank you for calling APL. Thank you. All right, bye.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] Good, good, good. So, uh, Miss [PII] tells me that you're calling today to set the account up on bank draft, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, well, here's what we'll need to do we'll have to, uh, mail you a bank draft form, um, to the address we have on file and just get that completed and that can be emailed back to us or um just mailed back but I will tell you email it back it's faster.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] And once we receive that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do we get that date dress set up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We, we also have a website if you'd like to go and just print it yourself.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't have a computer.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I'm old school. I'm [PII], so I don't, I don't go to the computers.
[AGENT][NEUTRAL] That's all right, Ms. [PII]. You're not the only one, I promised you. So, Ms. [PII], what we, we will get that sent to you at the address on file where that can be set up. OK, is there anything else we can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I don't think so. Thank you so much.
[AGENT][POSITIVE] Well, thank you for calling APL. Be looking for that within about 5 to 7 business days. Mr. [PII], thank you for calling the APL again and you have a fantastic day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.