AccountId: 011433970860
ContactId: ce0f7672-90c1-4d32-99ae-bf7658da2c6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307730 ms
Total Talk Time (AGENT): 139728 ms
Total Talk Time (CUSTOMER): 138854 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/ce0f7672-90c1-4d32-99ae-bf7658da2c6d_20250313T14:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. Um, I have a lady on the phone. Her policy number is 2252137.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she, um, first of all she wants to change her draft date to the [PII], but I haven't changed it yet because it has the [PII] and uh OK she wants to change it to the [PII] and she also wants to make to make a credit card payment for today but I wanted to make sure nothing has been processed yet because it does show the [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, I, I mean, we could.
[AGENT][NEUTRAL] I mean, we could take the payment, but more than likely it's already in process to draft her from the bank account on file, um.
[AGENT][NEUTRAL] So uh let's see, let me look at the calendar and see when that gets processed.
[AGENT][NEUTRAL] Um, OK, I think it's set to draft tomorrow. Let me ask [PII] real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she was saying that she needed the payment to come out today for sure so that's why she wanted to pay it also um and change that draft date but you know.
[AGENT][NEUTRAL] Let me look or let me ask um.
[AGENT][POSITIVE] A real, hopefully she'll answer me quickly, because it looks like
[AGENT][NEUTRAL] Drafts
[AGENT][NEUTRAL] From the [PII] will process tomorrow.
[AGENT][NEUTRAL] So if that's the case. OK, then it won't draft it won't draft yet so as long as the payment's done today, it won't draft tomorrow. OK, um, OK, yeah, so you can change that on your end and then I can take, I'll take the credit card payment on my end.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good. OK. Um, so yes, I'm doing it now and here she comes.
[AGENT][POSITIVE] All [PII]. OK.
[CUSTOMER][NEUTRAL] And I did explain to her all that, you know, that's what I was doing trying to see, make sure her payment had not gone through, um, so if you don't mind, assure her that it did not because I did tell her I was gonna transfer her thank you OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I sure will.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This is [PII], can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, I'm, I was waiting on someone, um, I wanna change the payment date on my, uh, policy and also make a payment, make a payment today, yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Well, um, [PII] is getting that draft date changed to the first, um, and so it, it had it hadn't drafted for March, so I can take that, uh, payment right now. Let me get it all entered and you're wanting to make just one month payment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh good good good good.
[CUSTOMER][POSITIVE] Yes, this one.
[AGENT][NEUTRAL] OK. And then it will draft, um, it'll start drafting at the beginning of each month.
[CUSTOMER][POSITIVE] Yes, that's perfect, yeah.
[AGENT][NEUTRAL] All right, [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII], well, just [PII].
[AGENT][NEUTRAL] Uh, expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All righty. And is [PII] [PII] a good email to send the confirmation number to?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, let me get this processed for you.
[AGENT][POSITIVE] Alrighty, Ms. [PII], that's been processed. You'll receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, I just wanna make sure it wasn't processed because I can't make two payments.
[AGENT][POSITIVE] Yes, ma'am. It, it, it wasn't set to actually process, uh, until tomorrow, so you are good to go.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Yes, it's usually on the [PII] and I have it set up on the [PII], but I needed it to come out today, um, yeah, so now, um, they'll come out now it'll be on [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, no problem, and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Mhm. You too. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye.