AccountId: 011433970860
ContactId: 8ce36464-ecaa-4ce3-b63c-303a80a5d8b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294649 ms
Total Talk Time (AGENT): 133774 ms
Total Talk Time (CUSTOMER): 120113 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/8ce36464-ecaa-4ce3-b63c-303a80a5d8b0_20250328T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, good morning. Well, good afternoon.
[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Um, I always pay like quarterly my premium.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I would like to go ahead and pay again, but.
[CUSTOMER][NEUTRAL] Do you keep my uh bank account information online or not?
[CUSTOMER][POSITIVE] I can actually.
[AGENT][NEUTRAL] Uh, no, ma'am. If, now, if you're set up on automatic bank draft, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to do that. I just have not had a chance to do that.
[AGENT][NEUTRAL] OK, all right. Well, I can help you. Can I, um, can I get your name and your policy number and I can help you with your payment.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, hold on, let me go back.
[CUSTOMER][NEUTRAL] Yeah, let me go back to the living room. Hold on a second, um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, let me see.
[CUSTOMER][NEUTRAL] Um, where is it?
[CUSTOMER][NEUTRAL] OK, policy is 02.
[CUSTOMER][NEUTRAL] 5592777
[AGENT][NEUTRAL] OK, and what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look up your policy real quick, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, so I'm gonna get my debit card.
[AGENT][NEUTRAL] OK, Ms. [PII], we'll need to verify a little information. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your.
[AGENT][NEUTRAL] Excuse me, address, phone number, and email address.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And phone number, I think, what you need?
[AGENT][NEUTRAL] Yes ma'am, phone number and email address.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, phone number is [PII]. Email is [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying that information for me. OK, let me look at your policy real quick.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so I do see that you're set up to pay um by check.
[AGENT][NEUTRAL] Uh, every quarter, so what I'm gonna do is I'm gonna transfer you on over to customer service. I'm going to let them know that you want to change that information to bank draft.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well first I'm gonna go ahead and send you, yeah, I'm gonna let them know you wanna change that information to bank draft and um that you wanna make a payment today so it's gonna be a brief hold while I transfer you to customer service OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] You're welcome. Anything else I can help you with, Ms. [PII], before I transfer you? OK, well, you have a
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] No, I'm good. I'm good, thank you.
[AGENT][POSITIVE] You have a wonderful weekend. Thanks for calling APL.
[AGENT][NEUTRAL] So it's gonna be a brief hold.
[CUSTOMER][POSITIVE] Uh thank you too.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got uh Miss.
[AGENT][NEUTRAL] On her policy number is 25592777. The number she's calling from is a good call back number, so she's calling because she wants to make a payment on her policy today, but she's set up for check. um, she does want to change that also to, uh, sign up for bank draft.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right. And uh let me check her name back again because I wasn't able to hear you very well. Oh my goodness.
[AGENT][NEUTRAL] Oh, OK, OK. Is it my phone?
[CUSTOMER][NEUTRAL] Uh yes, it was at the beginning of the call, but.
[AGENT][POSITIVE] Oh, OK, sorry about that.
[CUSTOMER][POSITIVE] No, no problem.
[CUSTOMER][NEGATIVE] Flying is being so slow.
[AGENT][NEUTRAL] Mine was too.
[CUSTOMER][NEUTRAL] That night.
[CUSTOMER][NEUTRAL] OK. Uh, Ms. [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. All right. I can go ahead and take her.
[AGENT][POSITIVE] OK. All right. You have a good day, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too.