AccountId: 011433970860
ContactId: bd315cf3-927a-4de7-bf62-76d587bbeb36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178350 ms
Total Talk Time (AGENT): 68905 ms
Total Talk Time (CUSTOMER): 85568 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/bd315cf3-927a-4de7-bf62-76d587bbeb36_20250331T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Hello, who's this?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][POSITIVE] [PII], good morning. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you doing today?
[CUSTOMER][POSITIVE] I'm very good, thank you. um.
[AGENT][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] [PII], I have uh [PII] from group number 80127 on the line.
[AGENT][NEUTRAL] OK, you said 30127 it's [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It's 80127, that's the group number.
[AGENT][NEUTRAL] I'm sorry. OK, all right.
[CUSTOMER][NEUTRAL] Her name is [PII] and she has some questions in regards to the group. She's um.
[CUSTOMER][NEUTRAL] She's the contact that we have in our company.
[AGENT][POSITIVE] OK, alright, I'll be happy to help her thank you.
[CUSTOMER][POSITIVE] All right, she already knows that she's gonna be transferred, so here she comes. Thank you very much.
[AGENT][POSITIVE] OK, alright, thanks.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] Bruno. Hey, this is [PII] in Great Villa. How are you doing today?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I'm fine and you?
[AGENT][POSITIVE] I'm doing great thank you before we um can I get a good call back number for you [PII]?
[CUSTOMER][POSITIVE] I'm sorry, I cannot hear you. I'm so sorry.
[AGENT][NEUTRAL] That's OK. Can I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] Yes, uh, we have a new, um, uh, policy with you, and I'm calling from Plus computer system. Um, I just put the information, our bank information on the web page and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I wanna know if it's enough to do the automatic payments or if you guys need something else.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look at it right now give me one moment, OK, please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So you put in your you put in all your bank account information your routing number.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes, I, I, we did the user name and the password, so I already put the routing number and the account number so I just wanna know if it it's it's enough for the payments or.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am. It is. I do see that we have that updated with the routing number and the account number. So yes ma'am, that'll be all that we need.
[CUSTOMER][POSITIVE] OK, so we don't have to worry about the payment, so it will be automatic payments.
[AGENT][POSITIVE] Yes, yes, ma'am. It will. You set it up on the OSC to be automatically drafted. Yes, ma'am, it sure will.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, OK, that will be all thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, you're welcome. Well, thank you for calling APL Renata. You have a great day, OK?
[CUSTOMER][NEUTRAL] You too. OK, OK, bye bye.
[AGENT][POSITIVE] All right thanks bye bye.