AccountId: 011433970860
ContactId: c6126621-4106-4536-abf8-353129040daf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78930 ms
Total Talk Time (AGENT): 31579 ms
Total Talk Time (CUSTOMER): 55857 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/c6126621-4106-4536-abf8-353129040daf_20250102T19:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing well how about yourself?
[CUSTOMER][NEUTRAL] Doing all right thank you. I just had a question for you um the only time I've ever really come across this is when we were doing the whole, uh, the [PII] cancer policies and everybody, you know, porting those over so I have an insured on the line, um, who's retiring, wants to continue hers, and she got the electronic funds transfer form, um, but she said she didn't have a check to send us. I remember back with the cancer policy, the other ones, they said that that wasn't really necessary, um, that they really just needed the form.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then they can maybe call and make a payment after, but I didn't know if that was unique to that kind of policy.
[AGENT][NEUTRAL] If they have the yeah, they don't have to if they have the EFT we just, we just need to make sure that we have the routing number and account number clearly in there and once we get it, we actually set it up to draft so they.
[CUSTOMER][NEUTRAL] Do they need to send a check?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, that's what I thought. I just wanted to make sure because again I was didn't know if that was something unique to that whole the cancer policy stuff. OK, just wanted to make sure.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] It's all the same across the board. No problem. Let me know if you need anything else, and you have a good day.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Alright appreciate it thank you you too bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.