AccountId: 011433970860
ContactId: 93f9dac4-45da-4e0c-96fc-1b54ec066940
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176660 ms
Total Talk Time (AGENT): 74586 ms
Total Talk Time (CUSTOMER): 82751 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/93f9dac4-45da-4e0c-96fc-1b54ec066940_20250226T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. Um, I have Mr. [PII] on the line calling in regards to, um, his premium.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that policy number is 450719.
[AGENT][NEUTRAL] How
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, he's been fully verified.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you. And what was his name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes. OK, thank you.
[AGENT][NEUTRAL] Oh right.
[AGENT][POSITIVE] OK, I'm ready when you are and he's um just about his premium.
[CUSTOMER][NEUTRAL] Yeah, he needs to know the due date for his premium.
[AGENT][POSITIVE] I got you. OK. All right.
[CUSTOMER][POSITIVE] Alright, I'm gonna send him in thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, I get, I'll get $40. That'll make the difference but I but hi.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. Um, I understand you had questions about your premium when it's going to be drafted.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Yeah, because I'm moving banks.
[AGENT][NEUTRAL] OK, yes sir, um, now it does show that it drafts the [PII] of every month and so it comes out probably around the [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, it gets processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, so what I'm gonna do is you're gonna, I'm going to, I, uh, the I asked the girl to email me a new direct deposit slip and I will send you, I will send you that information to you today and you'll have it, you can start doing it it probably probably not gonna get any time to do it on this one, so you're gonna have to wait until um.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now if you want me to, I can move that date, um, the draft date to be like the [PII], and then that would give us an extra few days, um, to get it the next draft on your new.
[CUSTOMER][NEUTRAL] I can't close, right, I can't close the other, the old account until my Social Security check is moved over.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] So that, that's it, so you got time. So I'll submit you send me the form. I'll submit it and we'll go from there. How's that?
[AGENT][NEUTRAL] OK. Yes, sir, sounds good. And did you say she was gonna send you one?
[CUSTOMER][NEUTRAL] You can send me one just step uh she wants or you can do it too. I just need the form, OK, just send it to my email.
[AGENT][NEUTRAL] OK. OK. Yes, sir.
[AGENT][NEUTRAL] Sure will. Yes, sir.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] OK. You are welcome. Can I do anything else for you?
[CUSTOMER][NEUTRAL] No, nothing right now. This is what I need done for right now.
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. You have a good day and thank you for calling ADL.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh.