AccountId: 011433970860
ContactId: e6ff5e20-0305-448a-9449-2baf1b4a540a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167339 ms
Total Talk Time (AGENT): 93757 ms
Total Talk Time (CUSTOMER): 33299 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/e6ff5e20-0305-448a-9449-2baf1b4a540a_20250312T16:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. I have an insured um that wants to put his policy on a bank draft instead of quarterly.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] 221-4381.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Uh, you can go ahead and transfer Mr. uh [PII] over and I'll explain to him what all we need to do.
[CUSTOMER][POSITIVE] All righty, here he comes.
[AGENT][POSITIVE] Alright thanks.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Mr. [PII],
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing fine, thank you.
[AGENT][NEUTRAL] Good, uh, so [PII] was just telling me that you wanted to change your, um,
[AGENT][NEUTRAL] Frequency from quarterly to monthly by bank draft?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Is your email still good? The [PII]
[AGENT][NEUTRAL] [PII]. Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, Mr. [PII], well I'm gonna send you the form that we need you to fill out um for us to be able to deduct your bank account um monthly so I'll just need you to complete that and return it and we can get you set up on the monthly draft.
[CUSTOMER][NEUTRAL] OK, we cannot do it uh by phone.
[AGENT][NEUTRAL] No sir, um, we will have to have your signature on the form to tell us that we can uh make the drafts from your bank account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Please, uh, send it to me.
[AGENT][NEUTRAL] OK, yeah, OK, I will send it to that email and you should be able to uh fill it out and then return it back to us and we can get it done.
[CUSTOMER][NEUTRAL] To that email.
[CUSTOMER][POSITIVE] OK, fantastic.
[AGENT][NEUTRAL] All right. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] Uh, no, that's about it.
[AGENT][POSITIVE] All right. Well, thank you so much, Mr. [PII] for choosing APL and we hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you, the same to you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.