AccountId: 011433970860
ContactId: 9814fd68-5e41-429d-9082-c0e8db249943
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376790 ms
Total Talk Time (AGENT): 192672 ms
Total Talk Time (CUSTOMER): 118588 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/9814fd68-5e41-429d-9082-c0e8db249943_20250210T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Memory is a starting poem.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, I have the routing number.
[AGENT][NEUTRAL] All right. I still got her policy pulled up so you can go ahead.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's the routing number I have. Alright, and what was the account number you had again?
[CUSTOMER][NEUTRAL] [PII], I'm sorry.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm sorry. I, I, I'm, I'm looking at it backwards.
[AGENT][NEUTRAL] I think
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Well, that's what we have. And for a second I got excited because I was like, OK, that's what's wrong. But no, let me see. OK.
[CUSTOMER][NEUTRAL] No, I was looking at it backwards. A, a key, a finger must have hit the wrong key or something.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm checking the, the banking information that's on the return. Let me see if maybe it was wrong.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] What is this DDA number? I'm thinking that's the account number [PII].
[AGENT][NEUTRAL] OK, let me check something else real quick, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh these computers are so slow.
[CUSTOMER][POSITIVE] They have so much in them.
[AGENT][NEUTRAL] Did they really do?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, you know.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] No, get out.
[CUSTOMER][NEGATIVE] No, you're not getting up here.
[AGENT][NEUTRAL] OK, I think I figured it out.
[CUSTOMER][NEUTRAL] I'm not being a child it's a dog.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mine always tries to sit in my lap when I'm trying to work.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] OK, so I think what happened, Ms. [PII], is I think maybe we still had that old bank account in when the last one ran.
[CUSTOMER][NEUTRAL] She said
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For some reason.
[AGENT][NEUTRAL] Um, because the return account number is the old account number.
[AGENT][NEUTRAL] So I'm not sure why that would have happened if the previous two from October, November, and December were ran on the new account. That's just weird.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Not sure why, but we've got the correct routing number in there and the correct account number, so it should come out correctly this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so and how much is gonna come out?
[AGENT][NEUTRAL] So this one's gonna be for the January and February, so it's 8880.
[CUSTOMER][NEUTRAL] So I'll know
[CUSTOMER][NEUTRAL] 8880.
[AGENT][NEUTRAL] Yes, ma'am, and that's gonna be this Friday. Is that OK?
[CUSTOMER][NEUTRAL] Yeah, that they sound.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That big time.
[CUSTOMER][NEUTRAL] Because she still has the other.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] 85.
[CUSTOMER][NEUTRAL] that she thought was taken out, which would have been 40 something anyway.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, you know what, Ms. [PII], I completely forgot about her other policy. Hold on just a second. She's got 2.
[AGENT][NEUTRAL] The other one is $7 so.
[AGENT][NEUTRAL] 8880.
[AGENT][NEUTRAL] Plus $7 per month, so that's 14, it's gonna be $10,280 total.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 102 80.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think that will still be OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I'm gonna say it's gonna be OK for you to go ahead and run that Friday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you do not hear from me, you know, it is OK. If it's not, I'll call you.
[AGENT][NEUTRAL] OK, yes ma'am, and you can call me direct and if I don't answer it, just leave me a voicemail and I'll call you back. I may be on break or on lunch, um, so just.
[CUSTOMER][NEUTRAL] you give your.
[AGENT][POSITIVE] Well, thank you.
[CUSTOMER][NEUTRAL] You can start right after this.
[AGENT][NEUTRAL] Oh no, y'all are fine. It's no problem, but you just let me know before Friday, OK, because I run it Friday morning, so just let me know.
[CUSTOMER][NEUTRAL] Well, just go ahead, just go ahead and say it's fine to run like it is.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I've got it on there to run.
[CUSTOMER][NEUTRAL] If it's not, I'll call you.
[AGENT][NEUTRAL] Right, yes, ma'am. Just let me know if, if you are gonna call me, let me know before the end of the day on Thursday.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] If I'm gonna call you, I'll call you Thursday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll do that. All right, I'll write my notes. All right, thank you, and I'm not bothering you. I hope I don't bother you no more today.
[AGENT][NEUTRAL] All right, sorry.
[AGENT][POSITIVE] No, you are totally fine. Don't worry about it. You're not a bother.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You have a wonderful day, Mrs. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.