AccountId: 011433970860
ContactId: 81a928be-7b9b-43af-8487-020786e2778e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 471059 ms
Total Talk Time (AGENT): 150966 ms
Total Talk Time (CUSTOMER): 161252 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/81a928be-7b9b-43af-8487-020786e2778e_20250324T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Um, can I give you my, um, policy number?
[AGENT][NEUTRAL] Yes, ma'am, you can, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh it is 626-369.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I'm gonna need for you to verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you ma'am, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, the address is [PII].
[CUSTOMER][NEUTRAL] And the email address should be [PII].
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] Your phone number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then if our call gets disconnected, Ms. [PII], can I call you back on that phone number you just gave me?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, how can I help you today?
[CUSTOMER][NEUTRAL] Yeah, um, I called it the first of the month and um someone was supposed to be sending me a form to fill out so I can start having my premium.
[CUSTOMER][NEUTRAL] Um, debited out of my checking account?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And that so because um I CMPDD is not gonna be paying it anymore because it was um they were paying it but now I will be paying it so but I never did get the form so and it's gonna be due the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I can send the um the bank draft authorization form to you Ms. [PII].
[AGENT][NEUTRAL] And once you fill that out you can go ahead and send it in. I am showing that you're still on group as of now that they haven't taken you off group yet, but I'm gonna um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, they will that yeah they will that when they send the thing in this month they'll do that and stuff and that's the reason they didn't do it last month is because they paid my March payment so.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh, how nice. OK. All right, well, I'm gonna put you on a quick hold, Ms. [PII], so I can get that bank authorization form sent to you and I will be right back. I'm gonna send it through the email address that you just verified for me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, quick call, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you Ms. [PII] for holding for me. I've got that bank authorization form on its way to you now, you'll just need to fill it, fill it out and email it back in and we'll be able to update your policy as soon as you're off group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, OK, I see it right here. I know that. OK, I don't ask your question. Do y'all still have the um office there on, um, [PII]?
[AGENT][POSITIVE] Oh good.
[AGENT][NEUTRAL] We actually um moved from the office that we had for years and years, the old college. Now we've moved over behind [PII] on [PII], so we're over there now.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, it's behind [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] On [PII], OK, so can I fill this out and I'll drop it off to them Friday?
[AGENT][NEGATIVE] No, um, they don't accept it, right, they don't accept it. There's nobody in the office there to be able to take them, um.
[CUSTOMER][NEUTRAL] And they'll get it to you?
[AGENT][NEUTRAL] People dropping things off anymore you'll just have to email it back and then once you email it back, we'll.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so just, OK, just email it back to you, OK, OK, all right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, so and then then y'all just debit my account in um April.
[AGENT][NEUTRAL] Right, they'll apply it um to your policy and then when you fill out the form, just put on there um I want to start my bank draft on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, alright, I will. OK, alright, I'll do that. I'll get that done today and that so that'll get back to y'all and stuff and I just send it back to the same email address that you sent it from the care team.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] The, yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright then, OK, well I will get that done and I'll get it back to you.
[AGENT][NEUTRAL] OK. Well, Miss [PII], yes. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh no, sorry, OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Uh, no, that was it. I just needed to get that so um I could get this taken care of, so.
[AGENT][NEUTRAL] OK. All right. Well, if you find out there's anything else that we can help you with, please pick up the phone and call us, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK you too thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.