AccountId: 011433970860
ContactId: e0feec35-8910-4293-a4b7-892d52076cfa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249919 ms
Total Talk Time (AGENT): 88012 ms
Total Talk Time (CUSTOMER): 91930 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/e0feec35-8910-4293-a4b7-892d52076cfa_20250210T17:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And my policy number is 02558535.
[AGENT][POSITIVE] Yes sir, how can I help you?
[CUSTOMER][NEUTRAL] OK, I am uh.
[CUSTOMER][NEUTRAL] I have a well last year when I first took this policy.
[CUSTOMER][NEUTRAL] I put it on a a yearly pay. I need to change that to a monthly pay.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Can we do that?
[AGENT][POSITIVE] I believe so, but I'm gonna get you over to the right department that can help you, all right? Let's see here.
[CUSTOMER][NEUTRAL] OK, did I pick the wrong option?
[AGENT][NEUTRAL] Yes sir, but it is OK. It is just fine. I can get you over to the right people. Let me just verify a little bit of information for you real quick. What is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oops.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] And let's see, and your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I apologize. I'm taking a little bit longer to get through the screen.
[AGENT][NEUTRAL] There we go. OK. And the last thing is the last 4 of your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, let me get you over to the right person. I'll just take one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII]. Hey, it's [PII] and billing. How are you?
[CUSTOMER][NEUTRAL] I'm good, [PII] and billing. How are you?
[AGENT][NEUTRAL] I'm well. I have a customer on the phone. He's, um, wanting to change his payments from month or from annual to monthly or vice versa. I apologize. I'm not sure which one, but that's not something that I can do.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] No, we're not doing it today. We're not doing anything today, but, uh, what's his number? I'm sorry, what's his number?
[AGENT][NEUTRAL] Um, his policy number is 255.
[AGENT][NEUTRAL] 853-5. So Mr. [PII].
[CUSTOMER][NEUTRAL] 853 5.
[CUSTOMER][NEUTRAL] Let's see what we got here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's gonna be 3558535.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] And he wants to he's billed quarterly. He's wanting to change.
[AGENT][NEUTRAL] Whatever he's billed out now he's wanting to change it to whatever the opposite of annual or monthly whichever one it is.
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] OK, yeah, um.
[CUSTOMER][NEUTRAL] Alright, if he's wanting to go monthly, we'll have to email him a bank draft form where he can print it off, but I'm thinking out loud, not you, um, OK, put, put, put Mr. [PII] through, and he and I'll stumble through it together.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I've already verified him and um you know, verified his information and the number on the screen is his callback number.
[CUSTOMER][POSITIVE] Wonderful, thank you, Ms. [PII]. You have a good day, dear.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. Just one moment. Thanks you too.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, sir. I have [PII] on the phone and she's gonna help you out with changing that payment over.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, sir. Have a great day.