AccountId: 011433970860
ContactId: 0729e4a6-1098-4677-898e-eb04572f9839
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165119 ms
Total Talk Time (AGENT): 83337 ms
Total Talk Time (CUSTOMER): 67170 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/0729e4a6-1098-4677-898e-eb04572f9839_20250128T23:29_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, yes, [PII], I was calling um to see um when my next payment was due on my insurance.
[AGENT][POSITIVE] Oh yeah, I can definitely take a look at that for you. Can I have your name and the policy number, please?
[CUSTOMER][NEUTRAL] Policy number 793067.
[AGENT][POSITIVE] Perfect and.
[CUSTOMER][NEUTRAL] My name is [PII], but the policy is in my husband [PII].
[AGENT][POSITIVE] Alrighty, and.
[CUSTOMER][NEUTRAL] But I am only ran the payee of it.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] Alright, I do see you on here, Ms. [PII]. Would you be able to verify your husband's first and last name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII] I mean [PII].
[AGENT][NEUTRAL] Thank you. And would you also be able to verify for me pretty please the mailing address on file?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful, thank you, and
[CUSTOMER][NEUTRAL] Uh, cause I I think I had wrote a check, I can't remember for it and I'm like I don't, I haven't seen it clear yet.
[AGENT][NEUTRAL] OK, yeah, I can.
[CUSTOMER][NEUTRAL] And I was just make sure I don't know, to make sure it hasn't lapsed or anything.
[AGENT][NEUTRAL] Absolutely, and I can definitely give you that information, but I just have two more things I have to verify real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Sorry, thank you so much. I, um, if you could just verify with me the email and the phone number on file, pretty please.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much. I really appreciate you going through that process with me. I show that this policy is paid all the way up through the end of February, so it has not lapsed yet. It looks like the next time it would be due would be um for March.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] OK, alright, maybe I might have just skipped it. I don't know. I'm just making sure because I don't want it to lapse.
[AGENT][POSITIVE] No, I think that was so wonderful that you gave it a call and you're checking in on that, um, you are definitely.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] You are definitely all set on our side. It looks like the next time we'll bill.
[CUSTOMER][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] Yeah, um, March, it looks like the [PII].
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] Yeah my pleasure thank you for calling and you have such a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.