AccountId: 011433970860
ContactId: c83a6ca4-baef-44ca-a3ff-d36f62005647
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493959 ms
Total Talk Time (AGENT): 174651 ms
Total Talk Time (CUSTOMER): 128885 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/c83a6ca4-baef-44ca-a3ff-d36f62005647_20250429T13:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was wondering if you could check something on my monthly premiums for me.
[AGENT][NEUTRAL] Yes, ma'am, I can. Um, may I get your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, you know what, I'm gonna have to pull it up. Hang on, I'm so sorry. I know why I don't think that before I go.
[AGENT][POSITIVE] You're good. No, no problem.
[CUSTOMER][NEUTRAL] Alright, let me get it pulled up here.
[CUSTOMER][NEUTRAL] Well, if my internet cooperates, I can get it pulled up for you maybe.
[AGENT][NEUTRAL] I understand you're good. Is this your individual policy, ma'am?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK. I can do it by your social if you'd like me to do that if you, if you're having any trouble.
[CUSTOMER][NEUTRAL] OK, let me see if I can pull it and if not, I will go to the social.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, let's just do the social. OK, it is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm having a little bit of trouble with my connection, ma'am. Can you please repeat that for me?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you tell me your name, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], hold on one moment.
[AGENT][NEUTRAL] Alright, and let me just verify some information to make sure we have it all correct. What's your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII] and also let me verify your email address.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] Thank you for that and let me just get a callback number just in case we get disconnected, OK?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much for verifying your information, Miss [PII]. I understand you had a question about your premium, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, um, we'll see, it's probably been 2 or 3 weeks ago now, when my premium came through, it came through before my husband's paycheck was entered, and it said there was insufficient funds. I was going to transfer over from savings, but the lady said it wasn't necessary that the bank took care of it, but I want to be sure they did. And she just said to call you all back in a few days.
[AGENT][NEUTRAL] Yes, it looks like they did. I see that it is pay card.
[CUSTOMER][NEUTRAL] OK, so there's no lapse in my premium or anything like that going on.
[AGENT][POSITIVE] Yeah, I hope that right one.
[AGENT][NEUTRAL] No, it's only paid for one,
[CUSTOMER][NEUTRAL] And then I
[CUSTOMER][NEUTRAL] I'm sorry, what now?
[AGENT][NEUTRAL] OK, no, ma'am, no, it, it did get returned for sufficient funds, Ms. [PII]. I apologize. Um, we can change the, you want to draft it if you, um, they did return it back from no sufficient funds. So it's only paid to April. So it is draft again.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Oh, it is job picking for May. Do you want to just
[AGENT][NEUTRAL] Um, keep it like that.
[CUSTOMER][NEUTRAL] I just wanna make sure um if I could catch it up even today can I do that with my debit card or?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We could or we could just change the draft date.
[AGENT][NEUTRAL] Um, let me, let me double check. Do you mind if I place you on a brief hold? I just wanna make sure that I'm correct, OK? All right, thank you so much, Ms. [PII]. I'll be right back with you.
[CUSTOMER][NEUTRAL] Whatever you think is best.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. What I'm gonna do is let you speak with someone in our customer service department. I'm gonna go ahead and give them all your information and the policy number so you won't have to do that again and have them assist you with this, OK?
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][POSITIVE] You're so welcome. You have a great day. Hold on just a moment for me, OK?
[CUSTOMER][NEUTRAL] Uh-huh, you too, uh-huh.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], how are you?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][POSITIVE] I'm doing great, thank you. I've got an insured on the line. Um, her policy number is 1775159.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I verified all information. Um, callback number's gonna be [PII].
[AGENT][NEUTRAL] OK, she's calling because it, it came back on no sufficient funds for her April draft, and she's wanting to know if she can change her draft date to get that called up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, I pulled up the policy, is it 1775151?
[AGENT][NEUTRAL] 5159
[CUSTOMER][NEUTRAL] Um, is that correct?
[AGENT][NEUTRAL] Yes, it's 1775159.
[CUSTOMER][NEUTRAL] 059. OK. OK.
[AGENT][NEUTRAL] Yes, ma'am. It's OK. It's.
[AGENT][NEUTRAL] It's, it's probably my connection, my headset.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and she said that if we can change her draft date.
[AGENT][NEUTRAL] Yes, because it did, it came out not sufficient fund for April. She's wanting to get caught up.
[AGENT][NEUTRAL] Or she can how she can get it um called up.
[CUSTOMER][NEUTRAL] OK. All right. Um,
[CUSTOMER][NEUTRAL] Do you want me to just go ahead and change it or and just take care of the call?
[AGENT][NEGATIVE] She didn't give, she didn't give me a date because I, I don't know. I didn't, I didn't ask. I wasn't sure how y'all did that.
[CUSTOMER][NEUTRAL] Um, yeah, you can go ahead and transfer her to me. I'll handle it.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you, [PII]. Thank you.