AccountId: 011433970860
ContactId: d5cc7b88-6e93-40e2-b5f0-6f9990c7ad66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 621780 ms
Total Talk Time (AGENT): 151812 ms
Total Talk Time (CUSTOMER): 100428 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/d5cc7b88-6e93-40e2-b5f0-6f9990c7ad66_20250508T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. I have an in hey, I have an insured on the line who's a bank draft each month, and she's got 4 policies.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, we show that each of the part we received payments on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With the page and now 51.
[CUSTOMER][NEUTRAL] But she says that she does not see that in her account she's wanting to speak to somebody in our billing or finance.
[AGENT][NEUTRAL] Um, with one of the policy numbers.
[CUSTOMER][NEUTRAL] One of them is 218-4473. Her name is [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me look and see if.
[AGENT][NEUTRAL] Anything's come back. Oh, I thought I already done those, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It looks like I lost the signal. All right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let's see what this is.
[AGENT][NEGATIVE] [PII]'s being really slow.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm that's not it.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Alright, let's try
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] This one
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] This one.
[AGENT][NEUTRAL] All right, so it looks like uh she had an NSF and it came back um in sufficient funds.
[CUSTOMER][NEUTRAL] OK, so who does she need to speak with?
[AGENT][NEUTRAL] So that's why I had another account.
[CUSTOMER][POSITIVE] Our customer service will be able to tell her that.
[AGENT][NEUTRAL] No, I mean, I can tell her that, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can send
[CUSTOMER][NEUTRAL] As I was
[CUSTOMER][NEUTRAL] OK, so the all the information carry has been verified, um, the phone number that is in the system is the one that you would call her back on it for any reason.
[CUSTOMER][NEGATIVE] The call, yeah, it's lost. OK doke.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Oh, well, thank you so much. So here comes Ms. [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Alright, thanks.
[CUSTOMER][POSITIVE] Alright. Bye-bye. You're welcome. Bye.
[AGENT][NEUTRAL] Hey Ms. [PII], this is [PII] in the billing department. Um, [PII] said that you had a bank draft on the [PII] and it hasn't hit your account yet, so after doing a little bit of research, Miss [PII], it looks like um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] Uh, it was returned to us as insufficient funds.
[CUSTOMER][NEGATIVE] Oh, that shouldn't have happened.
[AGENT][NEUTRAL] So what we could do.
[CUSTOMER][NEUTRAL] Um, so do you uh reprocess it or what happens?
[AGENT][NEUTRAL] Well, what, what happens is, um, we can double draft for next month or you can make that $114.84 payment over the phone with a debit card or credit card.
[CUSTOMER][NEUTRAL] I can do that.
[AGENT][POSITIVE] OK. Let me get all this stuff in real quick and we'll get that handled.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] G E [PII]
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] All right, bear with me.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alrighty, Ms. [PII], I'm ready for that card number.
[CUSTOMER][NEUTRAL] Oh I.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And is the email address that we have on file for you, which is your name [PII], is that a good email address?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Let's get this processed.
[AGENT][NEUTRAL] Alrighty, Miss [PII], that's been processed, um, and you'll receive that confirmation number in your email. Um, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I just was wondering what happened with that payment, so thank you for your assistance.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No problem and thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right.