AccountId: 011433970860
ContactId: 7bff520a-4f35-4d91-9efe-43f893b31475
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244820 ms
Total Talk Time (AGENT): 85578 ms
Total Talk Time (CUSTOMER): 148427 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/7bff520a-4f35-4d91-9efe-43f893b31475_20250618T19:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm calling. Uh, I'm getting ready to
[CUSTOMER][NEUTRAL] Fill out this application filling out to send it in because I have recharged, so I want my uh um the monthly payment to come out of my bank account. So how much?
[CUSTOMER][NEUTRAL] How much is it that will be taken from my checking account? My name is [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, do you have a policy number?
[CUSTOMER][NEUTRAL] No, I don't have with me. I can give you my social, look it up.
[AGENT][NEUTRAL] OK. What's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] work together.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] All right, can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All righty. Thank you.
[CUSTOMER][NEUTRAL] And he's driving.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and um what's a good call back number just in case we get disconnected?
[CUSTOMER][POSITIVE] Yes, yes, yes, yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And one more piece of information is [PII] still a good email address?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, I have retired, so I'll give you my personal email address. It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Say that, say that one more time. [PII].
[CUSTOMER][NEUTRAL] Can, can you repeat it back to me?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, perfect.
[AGENT][POSITIVE] We'll get that updated for you.
[CUSTOMER][NEUTRAL] Can you tell it to me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][POSITIVE] Correct. Thank you.
[AGENT][NEUTRAL] Alright perfect alright and so you're filling out the bank draft information is that what is that what you're referring to?
[CUSTOMER][NEUTRAL] Re
[CUSTOMER][NEUTRAL] Yes, it says electronic funds transfer.
[CUSTOMER][NEUTRAL] That's the paper that I received.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so, um, if you're doing a monthly bank draft, your premium is gonna be 29.50 each month.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK 2950. OK, could you give me that policy number? Give me that policy number.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah. 591,020.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02 and 200.
[AGENT][NEUTRAL] 591,020.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, yes. OK, so.
[CUSTOMER][NEUTRAL] It will be for and I don't see on here when they want to start.
[CUSTOMER][NEUTRAL] You know, I feel that other forms and may fit the date. So all I see is date, but after the uh account hold the signature, and then it says date, do I put the date that I want them to start drafting, which would be [PII].
[AGENT][NEUTRAL] Um, oh, I do believe so, yeah, you can put the, the date, um, you can say, um, like [PII] or the [PII] of each month, um, and then right up under that also put the date that you signed the paper.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK. Sounds good. OK. Thank you very much.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] No, you've been very helpful.
[AGENT][POSITIVE] All righty. Well, thank you, uh, for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Goodbye.
[AGENT][POSITIVE] Thank you, bye.