AccountId: 011433970860
ContactId: f41e592b-3d69-4e85-8aa7-cd1313a90b47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336359 ms
Total Talk Time (AGENT): 74127 ms
Total Talk Time (CUSTOMER): 88796 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/f41e592b-3d69-4e85-8aa7-cd1313a90b47_20250623T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and Ms [PII] called me back and I missed her call. Um, I had some questions about um a cancel policy I have with you guys. I'm retiring and I needed to get that set up on, um, just me paying and not having it being drafted out of my account and not out of my check. That makes sense.
[AGENT][NEUTRAL] Yeah, um, I'm sorry, could you repeat your name for me one more time?
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Uh, could you repeat your name for me one more time?
[CUSTOMER][NEUTRAL] Could you repeat
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, give me one second, let me see if [PII] is available, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], are you still there?
[CUSTOMER][NEUTRAL] I am still here.
[AGENT][NEUTRAL] OK, and was, were you calling uh regarding like setting up like a bank draft um to get your payments drafted from your bank account?
[CUSTOMER][NEUTRAL] Yes, um, I, I retired in May, so I know that I received checks because I teach for June and July, so I figured it's paid for for those months. I don't know if it's in rears or ahead or whatever they told me in the office that we paid ahead so I needed to to set up something for I guess for August.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know how much that is?
[AGENT][NEUTRAL] Um, yeah, I was gonna ask you.
[CUSTOMER][NEUTRAL] Did you find me?
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEUTRAL] That 2216 is the only thing they gave me in the office.
[AGENT][NEUTRAL] 221
[CUSTOMER][NEUTRAL] I don't have a policy number that's the group number 2216.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let me see if I can find it.
[AGENT][NEUTRAL] And is the number you're calling from a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, [PII] just got back to me and she said that she is available um to take the call so let me go ahead and get you over to her, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. I have [PII] on the line. I'm sending you the policy numbers now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Alright you can send your own.
[AGENT][NEUTRAL] 409948 and.
[CUSTOMER][NEUTRAL] Did you verify everything [PII]?
[AGENT][NEUTRAL] Um, uh, she didn't have her policy number, and, uh, that's what I was in the middle of looking for, um, to verify her before you responded, so I haven't asked her to verify. I did get her callback number though.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] OK, alright, I'll talk to her.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.