AccountId: 011433970860
ContactId: bcc96d21-4faa-44fb-b640-cd84bc3d382a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300279 ms
Total Talk Time (AGENT): 91167 ms
Total Talk Time (CUSTOMER): 168991 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/bcc96d21-4faa-44fb-b640-cd84bc3d382a_20250620T18:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][NEUTRAL] I'm fine how are you?
[CUSTOMER][NEUTRAL] I'm good. Um I have an insured on the other line that wants to make a payment in it like an extra payment. Her accounts were hacked and she's trying to make sure her July payment is OK from a card not associated with the hacking.
[AGENT][NEUTRAL] With the
[AGENT][NEUTRAL] What's the um.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] 580.
[CUSTOMER][NEUTRAL] 069.
[AGENT][NEUTRAL] OK. Has she, um, has she changed the bank information?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hold on one second, let me make sure I gave you the active one. OK, yeah, that's the active one. so she's in the process of that now, but she has a, a credit card that she, that's not associated with the hacked account that she wants to pay for July and then I guess once all that straightened out with the bank, she's gonna update it for the draft.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Because it looks like we just drafted on [PII].
[CUSTOMER][NEUTRAL] Like the 7, yeah.
[AGENT][NEUTRAL] Um, is that one gonna come back in the sales?
[CUSTOMER][NEUTRAL] So I asked her was that, so when we went over there, I said, so was that one OK? and she said, well, it should be, so I, I'm not sure.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Alright you can send her to me.
[CUSTOMER][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Hello Ms. [PII]. Yes. All right, thank you so much for holding I have [PII] on the line with group billing and she's gonna assist you with um the payment, OK? Oh, that's great thank you. You're very welcome.
[AGENT][NEUTRAL] Hello, my name is [PII], like she said, um, and you're wanting to make one month premium payment, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I, I don't know if she told you all of my accounts at the bank have been hacked and um so I can't get into any of my money and American Public Life usually comes out automatically, and she said that's not gonna happen this time because all your accounts are secured and locked. So I have a, a credit card that is not associated with my accounts at this bank, and I was wondering, can I pay for July? She said the last payment was [PII], so can I go ahead and pay for July?
[AGENT][NEUTRAL] Yes ma'am and then I would also suggest as soon as you have new bank information um to contact us before um it tries to uh draft your account next time, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 00 yes. They told me it would take 15 days and so far we're on 14 to go. So, OK, this is the um.
[AGENT][POSITIVE] All righty. Well, I'm ready for that card number.
[CUSTOMER][NEUTRAL] Uh, OK. It's a Mastercard and it's the name of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All righty. The expiration date?
[CUSTOMER][NEGATIVE] And it expires expires [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And the zip code associated with your card?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] No, I don't know. Um.
[CUSTOMER][NEUTRAL] It's not, it's not local. It's, it's a Barnes and Noble's car. Don't see if I can find anything that would give the zip code here. Hold on just a minute.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, well, does the, does the bill come to your address that we have on file?
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][POSITIVE] Oh yes it does.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] [PII] yeah.
[AGENT][NEUTRAL] We have [PII].
[CUSTOMER][NEUTRAL] Oh no, it's 70, I don't know where that came from [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] And I've got [PII] that I'm gonna send that confirmation number to, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's great.
[AGENT][POSITIVE] Alrighty, let me get this processed for you.
[CUSTOMER][NEUTRAL] And certainly, this will be straightened out for August.
[AGENT][NEUTRAL] Alright, that's been processed and you'll receive that confirmation number shortly. Is there anything else I can do for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's all I appreciate. I've just been, my mouth is so tired from talking to people. I had to call everybody. So, OK. I
[AGENT][POSITIVE] I understand. Well, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks, bye.