AccountId: 011433970860
ContactId: af216506-03eb-4085-a088-f4b7aec4ccd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425739 ms
Total Talk Time (AGENT): 135905 ms
Total Talk Time (CUSTOMER): 188324 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/af216506-03eb-4085-a088-f4b7aec4ccd7_20250115T23:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm doing well, how are you?
[CUSTOMER][POSITIVE] Doing good thank you. I have an insured, uh, who's just wanting to make a payment on her policy.
[AGENT][NEUTRAL] OK. Um, what's her name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 581225
[CUSTOMER][POSITIVE] We just got it switched to annual so it should be reflecting that yeah it does cool.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She's got I think she's set to draft, but she asked if she could just go ahead and make the payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For 237. OK, um, yeah, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome. Have a good night.
[CUSTOMER][NEUTRAL] OK. You too. Bye.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. What was your name again? I'm sorry.
[AGENT][NEUTRAL] No, you're fine. My name is [PII].
[CUSTOMER][POSITIVE] [PII], OK, thank you.
[AGENT][NEUTRAL] All right. So I understand you would like to make a payment on your policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and that'll be 2:37.
[AGENT][NEUTRAL] Yeah, 2:37 evening.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] OK, I, I had talked to [PII] and I said if I could change it to the annual, I put on the application for the 6 months, uh, for semi-annual, so, uh, is it OK to just change it or I have to go by the application so it won't complicate things.
[AGENT][NEUTRAL] 0, 237. OK, let me, I think it was 424. It's a new amount.
[AGENT][NEUTRAL] 474.
[CUSTOMER][NEUTRAL] 474 so I can go for the annual even though I put 237 on the application?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, it's showing uh your new premium is 474.
[CUSTOMER][NEUTRAL] Uh-huh, right, OK, but, uh-huh.
[AGENT][NEUTRAL] Per annual, so is that what you wanted to pay today?
[CUSTOMER][NEUTRAL] Yes, uh huh, because I just didn't wanna complicate things because I know what I put on the application was for se annual, but I wanted if I can put uh the whole premium 474.
[AGENT][NEUTRAL] OK, yeah, I'll go ahead and take that. Give me one second. I just need to get logged in to the system to um take payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, and I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK, I have put it up sorry.
[AGENT][NEUTRAL] Oh you're fine.
[CUSTOMER][NEUTRAL] Uh, it's gonna be on my checking account.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yeah, uh, so are you wanting to, are you wanting to
[AGENT][NEUTRAL] Make a payment now like with with a credit card or debit card?
[CUSTOMER][NEUTRAL] No, no, with my checking account.
[AGENT][NEUTRAL] OK, that is something, uh, we actually don't take that over the phone. Um, if you, if we have you set up for um ACH actually.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, that's fine. I just wanna make sure it gets paid, uh, so yes, um, that's why I wasn't, she got all the banking information, but I didn't know, you know, if y'all were gonna do it automatically drafted from my bank account or I had to or I could pay it just now, you know, with these options.
[AGENT][NEUTRAL] Yeah, it'll draft automatically. Um, it says your draft date of the [PII], so, uh, looks like on [PII] is when it should come out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK, that's fine. um I thought I just had the options to do it either by phone or it's gonna be automatic uh drafted and I'd rather have it automatic drafted that way I don't have to worry about.
[CUSTOMER][NEGATIVE] You know, missing a payment when it's due.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, definitely.
[CUSTOMER][POSITIVE] So I'd rather have it, so I'd rather have it you know for sure to be uh set up with automatic draft.
[CUSTOMER][NEUTRAL] Electronic, whatever you have it. OK. So that's how it's going to be set up and how, how much is it gonna be?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 474.
[CUSTOMER][NEUTRAL] Uh, drafted
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] All right, is there anything else?
[CUSTOMER][NEUTRAL] And that's on February.
[AGENT][NEUTRAL] I'm sorry, yeah.
[CUSTOMER][NEUTRAL] No, that's it. It's all right. So that's for [PII], right?
[AGENT][NEUTRAL] Correct, yeah, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right then, thank you, [PII]. I appreciate your help and also.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] No problem. It was a pleasure.
[CUSTOMER][NEUTRAL] Can you connect me to the claims department?
[AGENT][NEUTRAL] Um, you, let me see if there's someone over there, but I believe that we all, they may be there till [PII], but I believe we all close at [PII], and it's after [PII], you may have to call back tomorrow, but if you want, I can check and see if they're still over there.
[CUSTOMER][NEUTRAL] Oh, you want
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh yeah sure thank you.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] And if they don't answer I'll just call tomorrow.
[AGENT][NEUTRAL] OK, alright, give me one second and I will check with them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[AGENT][NEUTRAL] Hi are you still there?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, uh, yeah, they're, um, they're gone for the day.
[CUSTOMER][POSITIVE] OK, that's fine. Thank you, [PII]. I appreciate it.
[AGENT][POSITIVE] Yeah, no problem. I have it, I hope you have a great rest of your night.
[CUSTOMER][POSITIVE] You do the same. Thank you.
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Bye bye.