AccountId: 011433970860
ContactId: 8bf667f5-9afd-433f-9216-8369dc19a0dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194410 ms
Total Talk Time (AGENT): 90237 ms
Total Talk Time (CUSTOMER): 73783 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/8bf667f5-9afd-433f-9216-8369dc19a0dd_20250203T15:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] So South Street on Thursday. Hi, um, I had a charge on my credit card and I have no idea why or what it's for.
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What policy? What are you talking about?
[AGENT][NEUTRAL] This is American Public Life. It's an insurance company.
[CUSTOMER][POSITIVE] Awesome thanks so much.
[CUSTOMER][NEUTRAL] Yeah, I don't have
[CUSTOMER][NEUTRAL] I don't have that.
[AGENT][NEUTRAL] So there was a charge from American public, but you do not have American public.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, would it be through your employer?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, one moment, can I have your name and a good callback number and I'll get you over to customer service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it. OK, my name is [PII]
[AGENT][NEUTRAL] And your callback number?
[CUSTOMER][NEUTRAL] OK, that would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] They're gonna shut down my credit card because I didn't know who you were and I don't want that to happen.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] OK. Thank you. One moment, [PII]. Let me get you over to the um service department. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] APL claims support.
[CUSTOMER][NEUTRAL] f er ring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi, this is [PII] and claims. How are you?
[CUSTOMER][POSITIVE] Hi, [PII]. I'm good. How are you?
[AGENT][POSITIVE] I am wonderful, thanks for asking. I have a young lady on the line. Her name is [PII], and she said there's a charge on her card from APL. She does not know why she does not have a policy with us.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEGATIVE] And I don't know what else to do with her. She doesn't have a policy number. She's not giving me her information because she said she don't have a policy. She just wants to know why this charge is on her card.
[CUSTOMER][NEUTRAL] Well, how are we supposed to look if she won't give us her information?
[AGENT][NEUTRAL] I have no idea. And I put in [PII], but I don't even know if this is how you spell it, if, I don't know.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I don't know what to do with her.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So all I have is her name and and the callback number.
[CUSTOMER][NEUTRAL] It's Monday, people. It's Monday, like.
[CUSTOMER][NEUTRAL] At least give us a couple days into the lien before y'all start calling us with a whole bunch of stuff, uh.
[AGENT][NEGATIVE] Mm, it's not gonna happen.
[CUSTOMER][NEGATIVE] Apparently not.
[AGENT][NEGATIVE] It's not gonna happen.
[CUSTOMER][NEUTRAL] Alright man, what's our callback number?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] Alrighty, I'll see what I can do.
[AGENT][POSITIVE] Thank you. I appreciate it.
[CUSTOMER][POSITIVE] You're welcome. No problem. You too.
[AGENT][POSITIVE] Have a good one. Bye-bye.