AccountId: 011433970860
ContactId: bebe0cac-b0bf-4294-8081-a389ef6a6a97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170080 ms
Total Talk Time (AGENT): 21641 ms
Total Talk Time (CUSTOMER): 25411 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/bebe0cac-b0bf-4294-8081-a389ef6a6a97_20250513T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. Uh my name is [PII] and I'm calling about my policy and it looks like I have a.
[CUSTOMER][NEUTRAL] A bill change maybe?
[AGENT][NEUTRAL] OK, um, you mean for your, uh, premium, is that what you're talking about?
[CUSTOMER][NEUTRAL] [PII], yes ma'am.
[AGENT][NEUTRAL] OK, uh, when you say a change, you mean how much you're paying or how that's being paid, so I just wanna make sure that we're talking about the same thing.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I have, I have an automatic draft or or automatic withdrawal.
[AGENT][NEUTRAL] OK, so the
[AGENT][NEUTRAL] Is the amount uh different than you usually pay then? Is that what you mean?
[CUSTOMER][NEUTRAL] Well, I actually added withdrawal or different, uh, it's usually like the January and April, but now I got 1 January, April and May.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?