AccountId: 011433970860
ContactId: 946f4258-b603-4b16-9aba-d03ef9fade5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352600 ms
Total Talk Time (AGENT): 103953 ms
Total Talk Time (CUSTOMER): 155301 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/946f4258-b603-4b16-9aba-d03ef9fade5e_20250121T14:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to make a payment, uh, that's past due that was returned by the bank for life insurance [PII].
[AGENT][NEUTRAL] OK, and you wanted to make the payment over the phone?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and um, are you making that payment with a credit card or debit card?
[CUSTOMER][NEUTRAL] Debit card.
[AGENT][NEUTRAL] OK. And may I have your policy number?
[CUSTOMER][NEUTRAL] I don't have the policy number.
[AGENT][NEUTRAL] OK, I can also search the policy with your social.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, here we go. And I believe I just located the policy. I'm waiting for it to come up now.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's um 18,500 [PII] [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Alright, and thank you so much for verifying your information. And um I'll have to get you over to group billing to make the payment. Before I do that, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, how, how much is it?
[AGENT][NEUTRAL] Um, I'm not sure which, um, do you know which invoice you're wanting to pay?
[AGENT][NEUTRAL] I'm gonna
[CUSTOMER][NEUTRAL] It's $62.50 that they do direct from the uh uh Trustmark Bank.
[CUSTOMER][NEUTRAL] Every month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm getting ready to get you to the billing department and they can confirm what to do for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one.
[CUSTOMER][NEUTRAL] Can you give me, can you give me, can you give me the policy number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The policy number is 766.
[AGENT][NEUTRAL] 439.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment for your transfer and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. I have a um insured on the other line that needs to make a debit card payment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] 766.
[AGENT][NEUTRAL] 439.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], mhm.
[CUSTOMER][NEUTRAL] Let me see if that NSF came back. Hang on one second.
[AGENT][NEUTRAL] He did mention that. He said it was about a, a return payment that he wanted to make up.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, actually it hasn't come back yet.
[AGENT][NEUTRAL] OK, so we have to wait until it, do you, how long should I take?
[CUSTOMER][NEUTRAL] Well, the thing that what's gonna happen is if he makes, if he knows that the [PII] uh the yeah, the [PII] draft is gonna come back, um, and it hasn't come back on our end yet because, well, yeah, probably it probably will come in any day now but with yesterday being a bank holiday, it probably won't be until the end of the week um but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, yeah, probably be delayed. OK.
[CUSTOMER][NEUTRAL] I could take a, I could take $125 from him with the credit card payment to cover that returned if he knows that that's gonna come back, I can take that, but then when it does come back, I'm gonna basically have to take that back out so he'll be back at square one of page date of [PII], so he'll end up still being behind.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If that makes any sense. So basically, like, no, I mean, I can't, but with it not.
[AGENT][NEUTRAL] OK. You want me to explain that to him?
[CUSTOMER][NEGATIVE] With it not being returned from the bank yet.
[CUSTOMER][NEUTRAL] It's just gonna put them back at square one, but you can send them to me.
[AGENT][NEUTRAL] OK, cause I was trying to follow you, but I do not want to explain that wrong.
[CUSTOMER][NEUTRAL] It's that and is [PII] on the phone?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, you can send her to me.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to make a payment. OK, um, is this [PII]?