AccountId: 011433970860
ContactId: 8e6a6599-037f-4185-9721-46dd4dd4d38e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161399 ms
Total Talk Time (AGENT): 47332 ms
Total Talk Time (CUSTOMER): 68185 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/8e6a6599-037f-4185-9721-46dd4dd4d38e_20250204T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hi, good morning. Yes.
[CUSTOMER][NEUTRAL] OK, um, I have a member on the line that he is, um, well, I went ahead and changed the.
[CUSTOMER][NEUTRAL] Policy, uh, for the draft, the number because it changed and it looks like we're trying to draft the wrong account number on his bank, um, but he wants to know if we're gonna try to draft again or how he's gonna be able to make that payment. The policy is still active, so I'm not sure if we're just gonna wait to draft again next month or what's gonna happen.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Um, what is the policy number?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] It's 573-796.
[AGENT][NEUTRAL] 573-796.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Valdez [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, 573-796.
[CUSTOMER][NEUTRAL] Oh, no, no, no. I'm sorry, 543-796.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] OK, um [PII].
[CUSTOMER][NEUTRAL] Mhm. You can.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, it is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Since his draft date is at the end of the month, um, we will be double drafting by the end of February.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, I'll let him know, yeah, because he called and said they tried to draft but it was my old account numbers so the bank is not gonna pay like, OK.
[CUSTOMER][POSITIVE] Alright, so I um, and it's gonna be draft for 2 months on the end of this month. OK. All right, thank you, thank you. Have a good day.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome. Have a nice day too.
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.