AccountId: 011433970860
ContactId: 11caa24c-663e-460b-86b8-97a44d369679
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286899 ms
Total Talk Time (AGENT): 133806 ms
Total Talk Time (CUSTOMER): 137801 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/11caa24c-663e-460b-86b8-97a44d369679_20250128T22:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How you doing?
[AGENT][POSITIVE] I'm good. How about you?
[CUSTOMER][POSITIVE] I'm doing great. I have a lady on the line and.
[CUSTOMER][NEUTRAL] I'm like almost certain I think I know how to help her um but she has 4 different policies and I don't know I'm not really fast at pulling up the invoices for all the policies so I'm hoping I could transfer, um.
[AGENT][NEUTRAL] Is it individual?
[CUSTOMER][NEGATIVE] They're, she, they're all whole life policies she's paying on for different people and a heart attack and.
[CUSTOMER][NEUTRAL] Stroke policy.
[AGENT][NEUTRAL] But it's for it's like for individuals.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] That's gonna be customer service love.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] I can't I can't pull up invoices for individuals.
[CUSTOMER][NEUTRAL] Only for the only for groups.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, um, but.
[AGENT][NEUTRAL] And like if she was on a group I could look at it, but I can't like the invoice that they get, yeah.
[CUSTOMER][NEUTRAL] No, she's a mode of payment too now.
[CUSTOMER][NEUTRAL] OK, so then, um, maybe you'll just be able to tell me so if it tells me it's paid to the [PII], that means she's already been billed for January, right? and it's already processed and confirmed.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Correct, so the January invoice is what got her paid to 21.
[CUSTOMER][NEUTRAL] OK perfect so if we hadn't processed January yet then they wouldn't, it would say still December, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK cool well I'll just let her know then.
[AGENT][NEUTRAL] Well, it would, it would say it would say it was page 211.
[CUSTOMER][NEUTRAL] 011, yes, which, yeah.
[AGENT][NEUTRAL] You know what, let me just, I don't wanna give me one of those um policy numbers. Let me just look at it real quick.
[CUSTOMER][NEUTRAL] Yeah, I'm looking at 646-521.
[AGENT][NEUTRAL] Because I can look at what they've paid. I just can't look at invoices, OK, yeah, so.
[CUSTOMER][NEUTRAL] No, that's OK. I just, I think I'm reading it correct that she's already paid the January, but I was like, oh my gosh, do I need to look and see like if an invoice has officially been paid.
[AGENT][NEUTRAL] Right, so we received uh a payment on [PII] that got her paid to [PII], so the next payment I guess she would do, I don't know, it looks like she pays at the end of the month, so it's not gonna be until the end of February. Yeah, she pays, yeah, she pays on the end of the month every month, so we last payment we received was on the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Until the end of February.
[CUSTOMER][NEUTRAL] But her January.
[CUSTOMER][POSITIVE] It's solid.
[CUSTOMER][NEUTRAL] Alright cool I will um I'll let her know that and I'll go through are you using the BQPHI?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] It took me forever to find that screen name, but I found it now. I'll go through all of that, um, and I will I'll look with her, um, and let her know about what we have.
[AGENT][NEUTRAL] So I don't like it looks like we probably uh
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I don't know, like I'm trying to see how she pays because it looks like it's the same day we.
[AGENT][NEUTRAL] Maybe is it an auto draft?
[AGENT][NEUTRAL] Let me look at.
[CUSTOMER][NEUTRAL] Hey, she said the auto dropped out of her bank, but it says on the [PII], so I don't know.
[AGENT][NEGATIVE] U P H. Oh, I'm not in the right place.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] Almost jerked my headset off.
[CUSTOMER][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Uh, I'm thinking, let me just get this.
[AGENT][NEUTRAL] Well, no, we don't have, it's not auto draft, at least not that one. I don't have anything in the account number or routing number.
[AGENT][NEUTRAL] I don't know. I'm just, it's curious how it's billing the same day it's charging it so I mean it's posting the same day we're charging it, but it is at the end of the month so and we just received on the like today it says actually now that I look at it.
[CUSTOMER][NEUTRAL] OK, and I gave you which policy number 646?
[AGENT][NEUTRAL] 521.
[CUSTOMER][NEUTRAL] 5 sorry, there's 4 of them in total, um.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I don't know either. OK.
[AGENT][POSITIVE] But it looks like it's at the end of the month every month, so January has been taken care of. She's paid through [PII] so I know that seems like it's just the next, you know, couple of days, but if we're billing at the end of the month and receiving at the end of the month, then she's good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] She's solid perfect awesome. I think she thought they were gonna bill her um for her payments, all of them in February that they were gonna like.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let her pay her January at the start of February and then pay February again in February.
[AGENT][NEUTRAL] Uh, well, it like literally just went through today because it says that we received it on today, so.
[CUSTOMER][POSITIVE] OK cool well I'll let her know and um we will.
[CUSTOMER][NEUTRAL] I guess go from there because I don't really know what else she needs.
[AGENT][POSITIVE] OK, good luck.
[CUSTOMER][POSITIVE] Thank you, appreciate you.
[AGENT][POSITIVE] No problem bye.