AccountId: 011433970860
ContactId: ceb6a4ff-f81c-45af-913c-722f635e71e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196139 ms
Total Talk Time (AGENT): 68906 ms
Total Talk Time (CUSTOMER): 93637 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/ceb6a4ff-f81c-45af-913c-722f635e71e1_20250305T15:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling I'm sorry, good morning. Thank you for calling ATL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I want to check on something please. My policy number is 00643734.
[AGENT][NEUTRAL] OK. And your name is?
[CUSTOMER][NEUTRAL] And my name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] I wanna make sure that uh I had sent everything in for y'all to take my premium out of my bank account.
[CUSTOMER][NEUTRAL] And I wanna make sure everything is in order or do I need to pay it online or something right now?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII]. My email is [PII].
[AGENT][NEUTRAL] OK, and your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome, thank you so much. And do you happen to have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, and you said you wanted to make sure that we have your information for bank draft?
[CUSTOMER][NEUTRAL] Yeah, I, I filled out all my paperwork and send everything back to y'all, uh, and I wanna make sure that everything is it functionally like it's supposed to be functioning so I keep my insurance.
[AGENT][NEUTRAL] I understand, yes, ma'am, and let's see.
[AGENT][NEUTRAL] Yes, ma'am. It looks like we have your uh information for bank draft.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, so they're all, they will automatically take it out this month, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, that's what I wanted to make sure of. I don't need to do that no more. I'll just see it come out of my bank account.
[AGENT][NEUTRAL] I just
[AGENT][NEUTRAL] Oh, and let me double check that. I, I don't wanna tell you wrong. Give me one quick moment. Let me double check.
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, yeah, I just wanted to make sure.
[CUSTOMER][NEUTRAL] OK, so it's automatically gonna come out of my account, right?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, did they do it to where it pays it every 3 months, I think.
[AGENT][NEUTRAL] Uh, it looks like a monthly.
[CUSTOMER][NEUTRAL] OK, monthly assignment, however they get it, that's good. Alright, I just wanna make sure that I don't have to go online and pay and that you've got it under control on that end.
[AGENT][POSITIVE] Yes, ma'am. I do show we received.
[CUSTOMER][NEUTRAL] All right, so
[CUSTOMER][POSITIVE] Thank you so much sweetie.
[AGENT][POSITIVE] You are welcome and thank you so much for calling APM Ms. [PII]. Good one. [PII]. Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You have a good, that's good. That's good. You have a good day.
[AGENT][NEUTRAL] You too. Bye.
[CUSTOMER][NEUTRAL] OK, bye bye.