AccountId: 011433970860
ContactId: 96359daa-972f-4646-acfc-4458a8702993
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290799 ms
Total Talk Time (AGENT): 133420 ms
Total Talk Time (CUSTOMER): 126607 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/96359daa-972f-4646-acfc-4458a8702993_20250313T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. Um, I'm calling to, to, to see if I could change the payment date on my, on my, uh, draft, my payment.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you um with changing the, the draft date for your payment. Can I please get your policy number?
[CUSTOMER][NEUTRAL] Can I give you my social?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Uh [PII].
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[CUSTOMER][NEUTRAL] OK, because my, um, my payment comes out on the [PII], but it's, it still hasn't been uh out of my account and I, I wanna get it paid today.
[CUSTOMER][NEUTRAL] So that I, cause I just need to pay today.
[AGENT][NEUTRAL] OK. All right, Ms. [PII].
[CUSTOMER][NEUTRAL] Because it takes like, it takes like 4 or 5 days to clear and um I wanted it, yeah, I wanted it to, so I'm gonna change the date and pay it today if I can.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, all right. Um, so first, let me go ahead and verify your policy. Can you
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Please give me your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then can you also give me your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, um, [PII]. Uh, my email is [PII].
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] Your, your phone number, please?
[CUSTOMER][NEUTRAL] Oh my phone number [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your policy. Now, if we get disconnected, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm gonna need to transfer you on over to customer service so that they can change that draft date for you and then they'll be able to help you as far as uh taking your payment today to get it paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] OK, you're welcome it's gonna be a brief hold. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Um, has there been any policy changes as far as this insurance going down?
[CUSTOMER][NEGATIVE] Cause it's like too expensive. No, OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I still see that it's um $69.60.
[CUSTOMER][NEUTRAL] Yes, it's uh 6969, yes, $69.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 60. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well I'm gonna go ahead and transfer you on over now and like I said it's just gonna be a brief hold while I get somebody on the line for you OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Thank you, Ms. [PII]. I hope you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Mhm. Thank you. You too. You too. Thank you so much.
[AGENT][POSITIVE] Thank you ma'am.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, good morning, [PII]. It's [PII]. I've got um Miss [PII] on the phone.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And her policy number is 2252137.
[AGENT][NEUTRAL] And she's calling for two reasons one, she wants to change the payment date of her draft.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And 2 she wants to go ahead and pay your premium today over the phone.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Will you give me that policy number again? It threw me into a different policy, OK.
[AGENT][NEUTRAL] Yeah, that's fine. It's 22, it's 225-2137.
[CUSTOMER][NEUTRAL] 21
[CUSTOMER][NEUTRAL] Gosh, OK.
[CUSTOMER][NEUTRAL] OK, she said she wants to change her draft date?
[AGENT][NEUTRAL] Yes, change the date and then make a payment today.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, got you, got you. OK.
[AGENT][NEUTRAL] OK, bye, [PII].
[CUSTOMER][POSITIVE] Bye. Thank you.
[AGENT][POSITIVE] You're welcome.