AccountId: 011433970860
ContactId: ed6a4a9e-fc0c-4152-8cab-e9b81ad656a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132210 ms
Total Talk Time (AGENT): 59986 ms
Total Talk Time (CUSTOMER): 69166 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/ed6a4a9e-fc0c-4152-8cab-e9b81ad656a9_20250428T14:20_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] I'm good, thank you. So I have an insured on the line. Um, her policy number is 725392.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She called to update her bank account only because her account had been compromised so the routing didn't change so I updated that but she was wanting to make a payment over the phone but there is a note that says draft returned account closed set up for additional draft.
[AGENT][NEUTRAL] That just happens when, so based on what you're saying.
[CUSTOMER][NEUTRAL] 43.
[AGENT][NEUTRAL] Yeah, based on what you're saying her account got compromised so you updated it to the new account that happened prior to you update yeah that happened prior to you updating so that was just something that was generic she is scheduled to set set up for a double draft.
[CUSTOMER][POSITIVE] Good day.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] On the [PII] of this month. So that would be March and April, but if she's wanting to pay over the phone, she can still pay over the phone now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well I'm just gonna, I wanted to confirm that the additional draft, I see that 2136, but I just wanted to make sure that that's.
[CUSTOMER][NEUTRAL] Was correct so I will let her know that I'm not gonna transfer to you. She can either I'll verify she wants to wait to just have it double drafted or if she wants to pay, I'll transfer the customer I mean to billing.
[AGENT][NEUTRAL] OK, but yeah, and then when billing gets it, just let them know that she's, that she's wanting to make a payment and that that additional draft needs to be taken out, that's all, if that's what she's gonna do.
[CUSTOMER][NEUTRAL] And they can do that.
[AGENT][POSITIVE] Yeah, they know how to do that. They're the ones that put it in there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I got you. OK, that's what I want to verify. thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Hope you have a good day and let me know if you need anything else.
[CUSTOMER][POSITIVE] All right, all right. You too, [PII]. Will do. Thank you.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.