AccountId: 011433970860
ContactId: c4fc0c1e-d6b4-4719-8295-3cbd5db39b99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 512859 ms
Total Talk Time (AGENT): 237823 ms
Total Talk Time (CUSTOMER): 196429 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/c4fc0c1e-d6b4-4719-8295-3cbd5db39b99_20250414T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, OK, so I have a situation here. Miss [PII] is very upset, OK? It's nothing you did, it's nothing I did, but she's just upset about her claim. Um, her policy number is 620.
[CUSTOMER][NEUTRAL] 424.
[CUSTOMER][NEUTRAL] And she got swapped over to quarterly. No bill was sent out to her. He claims being held up, so she wants to make a payment for one month and then she wants to switch back over to bank draft that she was on, so she's probably gonna wanna talk back to me when she you get finished taking her payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it's OK, so with all that being said, is her bank information that's already on there still correct?
[CUSTOMER][NEUTRAL] Uh-huh. Yes, that's what she said.
[AGENT][NEUTRAL] OK, so then you just do what you need to do as far as changing it back over to bank draft and I'll take the payment and then we won't have to go back and forth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, that seems better. OK, so let me just go ahead and change it to bank draft real quick.
[AGENT][NEUTRAL] It makes a little bit more sense since she's already been aggravated as it is so that way we're not having to transfer back and forth. So yeah, you do what you need to do as far as the bank draft on your end and I'll take a payment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, right.
[CUSTOMER][POSITIVE] Yes ma'am, that seems better to me yes that makes more sense, OK.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] All right. And you can send her over and I'm ready to take that card payment.
[CUSTOMER][POSITIVE] Yes ma'am, thank you, bye.
[AGENT][POSITIVE] You're welcome. Bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was going to pay my 4825 premium.
[AGENT][POSITIVE] Alrighty I can definitely help you with that. Let me get it all entered real quick and.
[AGENT][POSITIVE] Get you going here.
[CUSTOMER][NEUTRAL] And I need to go back to Olivia when you get finished.
[AGENT][NEUTRAL] To change it back to bank draft?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so she's uh she's already gonna do that on her end so we don't have to transfer you back and forth, um, so she's already.
[CUSTOMER][POSITIVE] Yeah, uh, I wanna talk, I wanna talk back to [PII] like I asked.
[AGENT][NEUTRAL] OK. Well, I'm ready for that card payment.
[CUSTOMER][NEUTRAL] OK, uh, I'm paying it with my debit card it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The expiration date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, is [PII] a good email address to send the confirmation number to?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] And I, well, come on, [PII].
[AGENT][NEUTRAL] I have the premium at 4825. I'm on the computer.
[AGENT][NEUTRAL] 4825.
[AGENT][NEUTRAL] The [PII].
[AGENT][POSITIVE] Alrighty, [PII], that one's been processed and you'll receive that confirmation number shortly, um, and if you'll hang on one second, I'll get you back over to [PII].
[CUSTOMER][POSITIVE] And I just got the, I just got the I just got the receipt and I'm pretty sure you'll take it out, it'll come out off of my bank in a minute.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, here we are. All right, and give me one second and let me get [PII] back on the phone.
[CUSTOMER][NEUTRAL] OK, it didn't, it didn't already came off of my bank saying American Public Life, 4825.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I need to speak back with um uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hang on one second.
[AGENT][NEUTRAL] Um, let me make sure.
[AGENT][NEUTRAL] She is available. Give me a second.
[CUSTOMER][NEUTRAL] Well, she told me once you got finished tell you to send it back to to her.
[AGENT][NEUTRAL] Well, her, her status right now is showing that she's presenting, so she may have had to step into a meeting. I, I, I am there to see um if she's available, so just give me one second.
[CUSTOMER][NEGATIVE] OK, well, ma'am, uh ma'am, let me speak to [PII], the, the lady that's working on my client because I'm kinda frustrated right now.
[AGENT][NEUTRAL] Um, I'll have to see, I'll have to see if [PII]'s available. Let's see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII] alright.
[CUSTOMER][NEUTRAL] Yeah, since you put my bank account is still the same and she said she was gonna put it back on there. I want my check to go back to my bank.
[AGENT][NEUTRAL] Yes, she did. She already, she already changed it to bank draft.
[CUSTOMER][NEUTRAL] OK, so I want my, my check to be sent to my bank.
[CUSTOMER][NEUTRAL] Automatically sent to my bank like it was sent to.
[AGENT][NEUTRAL] Like a claim payment?
[CUSTOMER][NEGATIVE] Yes, I want my payment to be sent back to my bank then instead of in the mail.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I don't, I, I, I, I have to, I'll have to get you over to, um, claims department because I, I don't have any control over that. So hang on one second and let me get [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right
[AGENT][NEGATIVE] You ain't gonna sit there and yell at me.
[CUSTOMER][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] in [PII] and I have a Cynthia Page on the phone, policy number 620424, insisting on speaking with you because she is very frustrated with her claim status.
[CUSTOMER][NEGATIVE] Oh my God, I don't know exactly what you're talking about.
[AGENT][NEUTRAL] Oh, Uh-huh.
[AGENT][NEGATIVE] She's not being very nice today.
[CUSTOMER][NEUTRAL] What is she?
[CUSTOMER][NEUTRAL] She's never not
[AGENT][NEUTRAL] She wants to make sure that any claim payment gets.
[CUSTOMER][NEUTRAL] Never.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, direct deposited into the bank account on file.
[CUSTOMER][NEUTRAL] I thought she removed her bank account.
[AGENT][NEUTRAL] No, we had to, we put it back in there.
[CUSTOMER][NEUTRAL] OK, right now it's showing in on her direct deposit.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, it needs it needs to be, I don't know, I don't know what that, I don't know if I'm able to change that or not. I don't know. I know that I've never done that before, but it's been put back on bank draft as far as like her premium being taken out of that account and that account is the one that she wants it direct deposited.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] OK, I'll have to reach out. I'll have to put on hold and reach out to customer service because right now it's showing in um direct deposit. Jesus Christ.
[AGENT][NEUTRAL] Oh, I, no, girl.
[CUSTOMER][POSITIVE] And she always wants to speak to me. She's a handful too, good [PII]. OK, you can put her.
[AGENT][NEUTRAL] Um, I'm hoping she don't remember my name.
[CUSTOMER][NEUTRAL] No, she remembers my name and.
[CUSTOMER][NEGATIVE] She's cussed me out every month since October.
[AGENT][NEGATIVE] Oh, I would, I would just hang up on her. I'm, I'm not gonna sit there and listen to someone cussing me out when, yeah, that's not appropriate, and you are more than welcome to hang up on people when they do that.
[CUSTOMER][NEUTRAL] I mean, she's
[CUSTOMER][NEUTRAL] Oh, I've been told I couldn't, and she told me I'm a literate dumb be.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Oh yeah, I definitely am not listening to that, but yeah, good luck with this one she's back in her prime today.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, she always does. OK, you can put with our Jesus Christ.
[AGENT][POSITIVE] Alright, here she is thanks.
[CUSTOMER][POSITIVE] Alright, thanks.