AccountId: 011433970860
ContactId: c4b4f76b-c3ab-4116-a624-6d871f4630ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303420 ms
Total Talk Time (AGENT): 111234 ms
Total Talk Time (CUSTOMER): 111136 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/c4b4f76b-c3ab-4116-a624-6d871f4630ea_20250212T23:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, yes, can you check my account to see when, when my payment is drafted from my account?
[AGENT][NEUTRAL] Yeah, I can see when that upcoming draft does come out. Um, what was your name?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, no, but I can give you my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Alright, uh, [PII], just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address that we've got on file for you. It looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying all that [PII]. Bear with me just a moment. Let's take a look.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I've got here your draft date is going to be on the [PII].
[CUSTOMER][NEUTRAL] OK, is there any way I can move it back to the [PII]?
[AGENT][NEUTRAL] Yeah, give me just a moment, let's see.
[CUSTOMER][NEUTRAL] Or, or, or, or, you know what, or today, the [PII].
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEGATIVE] What what today I'm lost.
[AGENT][NEUTRAL] No, no, you're, um, it's the [PII]. I thought it was the [PII] too. Oh my gosh. I was like, it is. I just looked, yeah, it's the [PII].
[CUSTOMER][NEUTRAL] Oh my God, oh my God.
[AGENT][NEUTRAL] Jeez, I can't keep up with time. I'm telling you. All right, let's see, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you change it to today?
[AGENT][NEUTRAL] Um, did you want to make a payment over the phone, um, today, and then we can, uh, change the date for the next payment?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, alright, absolutely, give me just a moment [PII]. I'm gonna put you on a brief hold and um I'm gonna transfer you so that they could take that payment for you, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] Doing all right thank you. I've just got an insured who's wanting to make a payment um she's also wanting to change the date for her draft. um, I don't know if that's you or I could do that. I have no idea honestly.
[CUSTOMER][NEUTRAL] Uh, yeah, um, I'll get it taken care of. Uh, what's her policy number and her name?
[AGENT][NEUTRAL] Yeah. It's uh 02252137.
[AGENT][NEUTRAL] And it is uh [PII].
[CUSTOMER][NEUTRAL] The one that [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, yeah, she's not set up for bank draft, so I have to put in a help request for customer service to send her the bank draft form.
[AGENT][NEUTRAL] Is she not? I see the draft set to the [PII]. Am I looking at something different?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I was looking at the bottom for the account number. I was like there's no account number in here, but I see it now. I was like.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I was like, oh my gosh, was I completely wrong?
[CUSTOMER][POSITIVE] Oh my gosh, um, it's my first day back from vacation too, like.
[AGENT][NEUTRAL] It's late.
[AGENT][NEGATIVE] Oh man, that's even worse.
[CUSTOMER][NEUTRAL] Alright, so let's see, 69 60 16. Let me go ahead and get logged into the Clover really quick and then you can send it over.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, you can go for that.
[AGENT][POSITIVE] OK, thank you, bye bye.
[CUSTOMER][POSITIVE] You're welcome.