AccountId: 011433970860
ContactId: f820a384-8401-438c-baff-1fac5ca06a49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304760 ms
Total Talk Time (AGENT): 158572 ms
Total Talk Time (CUSTOMER): 103008 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/f820a384-8401-438c-baff-1fac5ca06a49_20250109T18:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have an insured on the other line who's asking to change her, uh, I was gonna say date of birth, [PII], asking to change her draft, her bank draft date.
[AGENT][NEUTRAL] OK. What's your policy number?
[CUSTOMER][NEUTRAL] It's 225.
[CUSTOMER][NEUTRAL] 213 7.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's her callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, you can send her over. Thank you.
[CUSTOMER][NEUTRAL] You're welcome, hold on one moment.
[CUSTOMER][NEUTRAL] And I didn't put your name in my notes. Can you say your name again? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]? OK, hold on one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][POSITIVE] Yes. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you. I appreciate it.
[AGENT][POSITIVE] Good afternoon, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Just fine. How are you?
[AGENT][POSITIVE] I'm doing well, thanks for asking.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I was just wondering if there's any way I can change the date because this date is not working for me as far as coming out of my account.
[AGENT][POSITIVE] Yes, ma'am. Definitely. I can help you with updating your draft date. So right now you're showing that your draft is on the [PII]. Our next scheduled draft is gonna be the [PII]. If that doesn't work for you, we can do it the [PII]. That'll be the next one.
[CUSTOMER][NEUTRAL] Um, is there any way that this one that's coming in, can we take it out on, on the [PII] tomorrow?
[AGENT][NEUTRAL] Now, it'll come out still on the [PII] because what it is is we.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, it'll still come out.
[AGENT][NEUTRAL] Yes, ma'am, because what it is is when we draft, we actually draft like for example, the draft dates are set up for us to draft every [PII] day of the week. Um, so for the [PII] from the [PII] is done on the [PII] and then the [PII] through the [PII] is done on the [PII] and then of course the [PII] through the [PII] is done on the [PII]. So it's it, we can change it to the [PII], but it's still gonna come out the same time.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, and is there any way I could pay it today with my debit card so that it wouldn't, won't go in on the [PII]?
[AGENT][POSITIVE] Yes, you can actually make a payment over the phone, um.
[AGENT][NEUTRAL] I do believe you can. I might have to change your frequency for them to do it, but I can change it back cause normally the payments we take over the phone are for people that pay direct. They'll pay quarterly or semiannual. Uh, I can check with our department and see if that's something we can do and if I had just have to change it real quick and then change it back, so next month it drafts like it should.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][POSITIVE] Yes, ask and see if you can do that just for this time.
[AGENT][NEUTRAL] OK, I can definitely check on that for you, Ms. [PII]. I'm gonna have to place you on a brief hold while I check with our billing team, and before I transfer you, I will get back on the line and let you know what we're gonna do and what we can do for you, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] No problem, Ms. [PII] please hold. Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII], I've got an insured on the phone that is actually set up to drive monthly, but she's wanting to see if she can make a one-time payment for this month today.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] 225-213-7 Ms. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][NEUTRAL] All right, I'm gonna place you on a brief hold while I let her know that I'm transferring and that we are gonna be able to do that for her, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, hold please.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, the billing department said that is something we can do for you today, and there's nothing I need to change, so you'll be scheduled to draft next month around the [PII] like you've been doing, um, but we can definitely take your January payment today to bring you current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] No problem. I'm gonna transfer you now, but before I transfer you, is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's all you really helped me. Thank you today.
[AGENT][POSITIVE] Thank you for calling APL and you have a wonderful day and hold please.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you.