AccountId: 011433970860
ContactId: ada3d3e1-7052-4874-80d7-1ff5ce1cd074
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188050 ms
Total Talk Time (AGENT): 116472 ms
Total Talk Time (CUSTOMER): 44701 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/ada3d3e1-7052-4874-80d7-1ff5ce1cd074_20250217T18:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing well, love. How about yourself?
[CUSTOMER][NEUTRAL] I am fine and [PII]. um, I have an insured on the phone and she is wanting to change from uh premiums being drafted from her account to where an invoice is sent to her her pay by check.
[AGENT][NEUTRAL] We can do that, but we don't do it monthly. What's her policy number?
[CUSTOMER][NEUTRAL] 452-304.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] He frequency is 12, so.
[CUSTOMER][NEUTRAL] No, is that monthly?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She just did something last month. What did she, OK, she's caught up.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] They throw me off when they say portability. It's, it's, it's continuation, but now I guess everything's getting changed to portability. It's the same thing, but it still has me thinking about those cancer plans, so.
[CUSTOMER][NEUTRAL] I know, girl. I get, I gotta make sure I pay attention to that for sure.
[AGENT][POSITIVE] Alright, I'm ready when you are. You can send them over thank you love.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you. Have a great one.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Good afternoon, this is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] I'm fine, thank you.
[AGENT][NEUTRAL] I've got your information pulled up, Ms. [PII], and the representative that transferred you stated you were inquiring about changing your payment from a monthly automated draft to a direct bill payment.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, we can definitely set that up for you. Um, when you say direct, you do realize that we won't be sending a bill every month, but we can send it every 3 months, 6 months or a year. How would you like for us to submit that to you?
[CUSTOMER][POSITIVE] 3 months is good.
[AGENT][NEUTRAL] OK, you're already paid to um [PII]. It looks like we've already drafted for the month of February. Our next bills that go out for the quarterly will be on the [PII], so you should get it within 5 to 7 business days after the [PII]. If you do happen to receive it towards [PII] or like the day after, it's OK. You have a 30 day grace period to get that payment back to us by check or money order as long as we get it by the end of March, you'll be good to go.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] Alright, I'm just gonna give you your amount that's gonna be showing on the quarterly bill which is gonna be $57 every 3 months.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sounds good thank you.
[AGENT][POSITIVE] Alright, no problem at all, Miss [PII]. I've changed everything over for you and again you should be receiving that bill shortly. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APO and you have a wonderful day as well.
[CUSTOMER][POSITIVE] You as well. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.