AccountId: 011433970860
ContactId: 9fc9872b-0d33-4a18-be87-78886b546fc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146809 ms
Total Talk Time (AGENT): 43711 ms
Total Talk Time (CUSTOMER): 73501 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/9fc9872b-0d33-4a18-be87-78886b546fc9_20250115T23:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you um I've got an insured on the line we just set up uh her new ported policy um we had her account number, her bank account number typed incorrectly in our system I did correct that, but I do see the note where the draft had tried to come out and it didn't, so she wanted to see if she could go ahead and make a payment, um, we've also got her on.
[CUSTOMER][NEUTRAL] uh, every 6 months paying, but she wants to see if she could switch that to annually just making one payment a year.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] It is 02535412.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know I could change the account number but I didn't know if the frequency was something I should mess with or not.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna have to be on policy 2581225.
[CUSTOMER][NEUTRAL] Oh, did I give you the old one? I'm sorry, that's the one that she had given me that's what I had in my notes, sorry.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, and she wants to change it to annually?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 7
[AGENT][NEUTRAL] 12
[AGENT][NEUTRAL] 4.
[AGENT][NEUTRAL] OK, I've got that changed.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Does she just want us to set it up to draft on the first of next month for.
[CUSTOMER][NEUTRAL] I can ask her um if she'd like to do that. She asked if she'll go ahead and make a payment but I mean that might be easier I think as long as she has an expected date that should be OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, it should go out on the [PII], uh, and if not, um, billing is the one that can take the payment over the phone.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, you said the [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, uh.
[CUSTOMER][POSITIVE] OK, alright, I appreciate it thank you um real quick I'm sorry, what was the what was the amount? just I know she's probably gonna ask me that.
[AGENT][POSITIVE] All right, thank you
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Uh-huh. 474.
[CUSTOMER][POSITIVE] 474 got it thank you I appreciate it.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Bye.