AccountId: 011433970860
ContactId: 863e6ebd-4738-4992-8d9a-5aad7947cf89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320000 ms
Total Talk Time (AGENT): 91092 ms
Total Talk Time (CUSTOMER): 120288 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/863e6ebd-4738-4992-8d9a-5aad7947cf89_20250623T13:44_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um my name is [PII].
[CUSTOMER][NEUTRAL] And I was wondering.
[CUSTOMER][NEUTRAL] If you guys have me on your list.
[AGENT][NEUTRAL] OK, for, for.
[CUSTOMER][NEUTRAL] Because I
[CUSTOMER][NEUTRAL] I've been charged uh for APL personal services.
[CUSTOMER][NEUTRAL] 7299
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Like a policy with us?
[CUSTOMER][NEUTRAL] S H
[CUSTOMER][NEUTRAL] I'm not sure it says uh debit card purchase APL personal services uh [PII], is that you guys?
[AGENT][NEUTRAL] Um, well, we're American public life.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me uh look up your name and see if you're in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I don't, I haven't, I don't remember signing up.
[CUSTOMER][NEUTRAL] And somebody's been charging me 1393.
[CUSTOMER][NEGATIVE] 3 times and I don't know why.
[CUSTOMER][NEUTRAL] Cause I've never heard of A.
[AGENT][NEUTRAL] Um, what
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, and then what's your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then lastly, do you, uh, do you have a good email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like um we've got you with um
[AGENT][NEUTRAL] Dental
[AGENT][NEUTRAL] It's a dental policy through your employer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I was wondering why you charged me my, from my bank account.
[AGENT][NEUTRAL] Is it?
[CUSTOMER][NEUTRAL] Cause it shouldn't it come from my check?
[AGENT][NEUTRAL] Um, let me see, yeah, we've got you set up for your employer.
[CUSTOMER][NEUTRAL] In my
[AGENT][NEUTRAL] Um, but I'm, I'm not, I'm not sure how they set up their withdrawals. It must be, let me look in your.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Because I see it on my paycheck they take some out each time I get paid.
[AGENT][NEUTRAL] They do take out for your dental.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me check again.
[CUSTOMER][NEUTRAL] Yeah, I really haven't used the thing yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Says dental they take out $3.51 from my check each week.
[AGENT][NEUTRAL] OK. Um, let's see.
[AGENT][NEGATIVE] Yeah, we don't have a, we don't even have a um bank account information set up for you.
[AGENT][NEUTRAL] We don't have anything on file we could pull from.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see, um, I can transfer you over to benefits and a card and see if maybe they can help. They're the ones who set up your eligibility and everything.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Or, um, yeah, it.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Because there's different APLs, uh, personal services numbers. I'm just trying to find out which ones.
[AGENT][NEUTRAL] Yeah, and we're, we're
[CUSTOMER][NEUTRAL] Going through my
[AGENT][NEUTRAL] We don't have anything in our like book of business that we call personal services, um, I wonder if it's something.
[AGENT][NEUTRAL] Or if it's something different, um, but yeah, I don't even I don't even have a bank account information on file for you that we could pull from because yes it should be payroll deducted so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too, you stay beautiful.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.