AccountId: 011433970860
ContactId: 897a6817-96c6-423b-b4d7-259864b192b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214460 ms
Total Talk Time (AGENT): 75312 ms
Total Talk Time (CUSTOMER): 91831 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/897a6817-96c6-423b-b4d7-259864b192b1_20250501T14:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEGATIVE] My goodness, I got choked on air.
[AGENT][NEUTRAL] You OK?
[CUSTOMER][NEUTRAL] Oh yes, I'm OK. Um, when I made my payment last month, I believe it was, it's a quarterly payment, I sent in a voided check so they could start doing a draft.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, and that's what I explained to him. Could you, I did not get a form to sign. I don't know if I was supposed to or not, but would you check on that for me to make sure it's going to come out on the next quarter?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I sure can check your address for you. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] I don't have it out here right now, but it seems like it's, uh, I don't remember I remember it has a 0 and a 9.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I can look the policy up with your um social if you like.
[CUSTOMER][NEUTRAL] I don't remember.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, here we go, it just popped up. Hold on one moment.
[AGENT][NEUTRAL] Alright, and Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email is [PII].
[CUSTOMER][NEUTRAL] And what else did you need my address?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So it looks like we received your bank draft um authorization on [PII] and then on [PII], it was completed. Um, did you want to just double check the account information or you're OK?
[CUSTOMER][NEUTRAL] No, I'm OK. I just didn't. I thought they would probably send me a form to sign or something, and I didn't get one, so I wanted to make sure that on the next quarter it would come out of the bank, bank draft.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, yeah, she put a note on here per written request and voided check changed to quarterly. OK, yes, so it's done. She did it on [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. I appreciate your help.
[AGENT][POSITIVE] Alright, well, thank you so much. You're welcome and thank you so much for calling APL. I hope you have a great day and a great weekend.
[CUSTOMER][POSITIVE] And you have a blessed one.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.