AccountId: 011433970860
ContactId: ecdd4686-27be-4aef-ba2c-d86bd000cdc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278630 ms
Total Talk Time (AGENT): 89967 ms
Total Talk Time (CUSTOMER): 107850 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/ecdd4686-27be-4aef-ba2c-d86bd000cdc4_20250122T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, if you
[CUSTOMER][NEUTRAL] Yes, [PII]. Um, I want to double check on something. I have a policy with APL. It's with my wife [PII]. I was gonna make sure that, uh, the payment got.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Put in this week, I mean this month because we're having issues with the debit card. Let me give you our policy number it's 596954.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we just needed to check to see if that uh we received the payment for this month. OK, alright, really quick, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] That's exactly right.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] All right, thank you. I'm just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you for verifying that information, [PII]. All right, give me just a moment, let's take a look here.
[CUSTOMER][MIXED] I think it's good but I just want to double check she's had some issues was paid on my wife's uh debit card account and I just want to make sure that was paid this month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of course, OK.
[CUSTOMER][NEUTRAL] Usually
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] It sure looks like it's good to go um let's take a look here just to make sure.
[CUSTOMER][NEUTRAL] It's usually out about the [PII] or [PII] of the month or something like that, I think.
[AGENT][NEUTRAL] Mhm yeah I've got it uh it does show that it's paid till uh February so I think we're looking good um if you'll give me one moment I can just verify um I'm gonna put you on a brief hold if you don't mind I'll get right back with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] All right. Sorry about that wait, [PII]. Are you still with me?
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Alrighty, so yes, sir, y'all look like you're good to go.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, let me ask you a quick question. If, if, say in the future I decide to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Put that uh auto pay in a a different bank account. I could do that over the phone.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so what you mean a different we could change it for you if it's a different account number but the same routing number. If the routing number would change then we would have to have you complete a form and send it back to us, but if it's just the account number we could change that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, OK, I don't think that'll happen, but I was just wondering in case, but we're go and I appreciate it.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course, was there anything else I could help you with?
[CUSTOMER][POSITIVE] I think that's it have a good day.
[AGENT][POSITIVE] Alright, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.