AccountId: 011433970860
ContactId: d9de7d62-edd2-45ed-97fa-da38e063f338
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362549 ms
Total Talk Time (AGENT): 162529 ms
Total Talk Time (CUSTOMER): 129076 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/d9de7d62-edd2-45ed-97fa-da38e063f338_20250327T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I'm calling, uh, my name is [PII] and I have um.
[CUSTOMER][NEGATIVE] I have a policy there and along with my 3 children that I'm paying and I wanna make sure that my payment didn't return because I I haven't seen it come out of my account this month.
[AGENT][NEUTRAL] OK, Miss [PII], can you please give me your policy number and I can check to see if we've had anything returned.
[CUSTOMER][NEUTRAL] Uh, I've left my paperwork at home. I don't, I don't have my policy numbers.
[AGENT][NEUTRAL] OK, I can look it up with your social, yes ma'am.
[CUSTOMER][NEUTRAL] I can give you my social.
[CUSTOMER][NEUTRAL] OK, OK, it's [PII].
[AGENT][NEUTRAL] OK, let me pull up your policy real quick.
[AGENT][NEUTRAL] OK, Miss [PII], I believe I have you pulled up now. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Address is [PII]. My email is [PII].
[CUSTOMER][NEUTRAL] And what is my phone number?
[AGENT][NEUTRAL] Yes ma'am, yourself?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And Miss [PII], if our call gets disconnected, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. I appreciate you verifying that information for me. So I'm looking at your policy. I do see that it's, let's see, paid to 2.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 1 [PII].
[AGENT][NEUTRAL] I show that your draft date is not until the [PII] of the month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm just making sure because I had um something returned on my account but it didn't show me what it was, so that's the only thing.
[AGENT][NEUTRAL] OK, let me see if there's any notes about.
[AGENT][NEUTRAL] Oh, OK, so this, this, um, there is a note it says draft returned insufficient funds set up for additional draft.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] So it looks like the draft was returned for insufficient funds and then they're going to draft 2 months at one time.
[AGENT][NEUTRAL] Of so you're gonna get your month of March and April done at the same time, or I'm sorry, February and March done at the same time um in the amount of $50.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, OK, so February, uh February didn't come, didn't clear, saying February returned.
[AGENT][NEUTRAL] You're paid to, right, you're, you're paid to [PII], so February will, will draft and March will draft on the [PII]. Give or take a couple of days for it to process through the bank.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, and so there should be um.
[CUSTOMER][NEUTRAL] And you said that and the amount of what, how much again?
[AGENT][NEUTRAL] It's gonna be $50.25 dollars for February and $25 for more March.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I have 3 children, um.
[CUSTOMER][NEUTRAL] That uh also have
[CUSTOMER][NEUTRAL] Um, that I paid for, they normally all come out at the same time, so.
[CUSTOMER][NEUTRAL] Are, are you able to see that attached to mine or would they be separate?
[AGENT][NEUTRAL] I do not see the children because they're separate policies. So I would need each one of their, if you don't know the um policy number, I would have to have each one of their socials so that I can look that up.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, uh, I, I have them all.
[AGENT][NEUTRAL] OK, what's the first one?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, the first one, [PII], his social is [PII].
[AGENT][NEUTRAL] OK, let me look that one up real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm quite sure. I bet the same thing has happened.
[AGENT][NEUTRAL] Yes ma'am, the same thing has happened, um, it's paid to [PII] and it's gonna draft um $12.50 for February and $12.50 for March.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so basically, OK, so, um, and that's gonna come out on the [PII].
[AGENT][POSITIVE] Yes, that one's also set to draft up on the [PII], yes ma'am.
[CUSTOMER][NEUTRAL] And 2 payments.
[CUSTOMER][NEUTRAL] OK, alright, I just wanted to make sure I'll just, I'll just make sure the funds in there.
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK. Well, Miss [PII], is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And that'll be it.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL Miss [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Mm bye-bye.