AccountId: 011433970860
ContactId: b0314136-654d-4fbc-ad0d-14295d7b85ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285239 ms
Total Talk Time (AGENT): 115945 ms
Total Talk Time (CUSTOMER): 98086 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/b0314136-654d-4fbc-ad0d-14295d7b85ed_20250113T16:40_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], this is [PII] and I'm having a problem with the APL and um.
[CUSTOMER][NEGATIVE] My membership thing and someone's supposed to call me back but they haven't yet so I need to check on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], um.
[CUSTOMER][NEUTRAL] OK, so what
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, go ahead. I'll give you my claim numbers.
[AGENT][NEUTRAL] What is
[AGENT][POSITIVE] Yes, first, can I get your call back number ma'am just in case our call gets dropped, I'll be able to call you.
[CUSTOMER][NEUTRAL] My certain
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your uh your policy number?
[CUSTOMER][NEUTRAL] Well, I have 3 of them. So one of them is 02365288.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I have 238.
[AGENT][NEUTRAL] Let me look that one up.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII]. Email is [PII]. What was the other thing?
[AGENT][NEUTRAL] And the phone number you gave me to call you back on if we get disconnected, is that your cell phone number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, let me look in the notes here real quick and see about your last call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you were calling about, are you calling about your premiums again, Ms. [PII]?
[CUSTOMER][NEUTRAL] I am because I sent the information to bank account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And they have it but they never deduct and then they're saying that they were canceling me because I got another um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Another notice and I'm like OK I didn't because I've been calling and everybody says they're gonna take.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] That I don't think it's taken care of, OK.
[AGENT][NEUTRAL] OK, alright, so I show that you're still on group so I'm going to go ahead and transfer you now on over to group billing so that you can talk to somebody there.
[AGENT][NEUTRAL] Um, so it's gonna be a brief hold while I transfer you on over, Miss [PII]. Is there anything else I can help you with or any other information I need to let them know before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK. All right. It's gonna be a brief hold. Thank you so much for calling ATL Ms. [PII]. You have a good rest of your week.
[CUSTOMER][POSITIVE] OK, you too. Thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the care team. I've got, hey, I've got Miss [PII] on the phone.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me give you one of her policy numbers. It's 236-528-88.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she is calling because her premiums are not coming out of her bank account and she wants to know what's going on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, all right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And she's off group. I did see it. I did see a note that she's off group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But she's still a one.
[CUSTOMER][POSITIVE] All right. I think I got it.
[AGENT][POSITIVE] OK. All right, [PII]. You have a good day. You're welcome.
[CUSTOMER][POSITIVE] Thank you. You too. Thank you.
[AGENT][NEUTRAL] Bye bye.