AccountId: 011433970860
ContactId: afed307f-3186-4bd1-a1f5-67f4aa334cf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342260 ms
Total Talk Time (AGENT): 152170 ms
Total Talk Time (CUSTOMER): 124298 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/afed307f-3186-4bd1-a1f5-67f4aa334cf8_20250324T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in billing. Um, I have a Miss Parker on the phone. She's just paid a payment on some invoice, uh, some policies, but she's wanting to remove her information, her banking information, something's going on with her bank, and she's just wanting to take it off for now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, we can't remove the bank information. Um, unless she's changing account number, we can go ahead and change her account number, but we, we are unable to stop anything from it.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I, I don't know if she has another bank account that she could change it to.
[AGENT][NEUTRAL] Um, I can go ahead and take her, her call.
[CUSTOMER][NEUTRAL] Oh, OK. So her, there's two different policy numbers. One is 493148.
[AGENT][NEUTRAL] What's your policy?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the other is 493153.
[AGENT][NEUTRAL] 493 4.
[AGENT][NEUTRAL] 493, what's the rest? Sorry.
[CUSTOMER][NEUTRAL] 1493 is the beginning on both of them and the last three is 153 and 148.
[AGENT][NEUTRAL] 153.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] And the callback number is the one that's on the screen.
[AGENT][POSITIVE] All right, perfect.
[CUSTOMER][NEUTRAL] Alright, I'm gonna join you guys just a second.
[CUSTOMER][NEUTRAL] Hi, Ms [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I have [PII] on the phone and she's gonna help you out with that banking information.
[CUSTOMER][POSITIVE] OK, thank you. All right, yes ma'am you have a great day. Thanks for calling ATL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Hello, good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] Hi how are you doing?
[AGENT][NEUTRAL] Hello, I'm doing good. I was just informed that you would like to um remove your banking information from your policy. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, uh-huh, the, the old, the old car or whichever one of they was drafting out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, until I get my bank account straightened out, it's an overdraw right now.
[CUSTOMER][NEUTRAL] And I'm trying to get it out of overdraw until I do then I will put it back on there.
[AGENT][NEUTRAL] Alright, Ms. [PII]. Unfortunately, we are unable to um remove banking information from the policy unless you would like us to change the method of payment. Um, you would have to
[AGENT][NEUTRAL] Um, let's say, fill out a form where you can go temporarily to sending us a check, and that's the only way we could stop those drafts from coming out. Otherwise, we are unable to change or remove any information.
[CUSTOMER][NEUTRAL] OK, so I've done paid it then and um.
[CUSTOMER][NEGATIVE] I don't paid it last month and this month.
[CUSTOMER][NEUTRAL] So, is there one out there that's gonna go to my bank now?
[AGENT][NEUTRAL] Um, I don't see anything here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The only month pending is until
[AGENT][NEUTRAL] Uh, for the month of
[AGENT][NEUTRAL] April. I do see here the payments received for uh February and March.
[CUSTOMER][NEUTRAL] OK, you got that one that's that's the one I just paid.
[AGENT][NEUTRAL] OK, yes, then, um, other than that it should.
[CUSTOMER][NEUTRAL] Like y'all get it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, maybe I'll get it straightened out by before April.
[CUSTOMER][NEUTRAL] I mean the end of April.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm, yes, but I'm, I'm so sorry for that. I wish we could stop those payments, but we can't remove anything from it unless we are changing the method of payment or if you had um the new bank account number, we could change that immediately, but unfortunately we can't. I apologize for that, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] If I can't get it done, um, I'll call back and uh what number do I need to call?
[CUSTOMER][NEUTRAL] To change the banking account.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, it will be for the customer service, uh, and I can provide it to you whenever you're ready.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that will be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh, sorry, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What's the last 4 numbers?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, alright, if I can't get it straightened out I'll call you about this other banking account.
[AGENT][NEUTRAL] Mhm. All right.
[AGENT][NEUTRAL] All right, Ms. [PII], is there anything else that I can help you with?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.