AccountId: 011433970860
ContactId: 190ba65a-e5df-4766-9476-175de6ef488d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277420 ms
Total Talk Time (AGENT): 116235 ms
Total Talk Time (CUSTOMER): 56343 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/190ba65a-e5df-4766-9476-175de6ef488d_20250402T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I'm calling for um [PII].
[CUSTOMER][NEUTRAL] Um, I wanted to see how much I see that there was a payment that uh didn't clear.
[AGENT][NEUTRAL] OK. So are we checking on like an individual's policy, a group?
[CUSTOMER][NEUTRAL] Yes, individual.
[AGENT][NEUTRAL] OK, do we have the policy number?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] All I have is 756-93 that's the number that I have.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] All right. And then can I get your first and your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] [PII] is my last name. It's for my mother, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK. Did she send in like a payment and there was an issue on it and that's what we're checking on? OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, [PII], can you verify please, uh, her date of birth and then the address we would have on file?
[CUSTOMER][NEUTRAL] [PII]. The address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] I'm guessing if the draft didn't go through they would probably just resubmit it but I can double.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Check here, just let me make sure [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was trying to see because she's on bank draft.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm double checking, [PII], so give me just a second. I apologize for the hold, but
[CUSTOMER][POSITIVE] Sure, take your time. No worries, no worries.
[AGENT][NEUTRAL] Yeah, I think that they would just redraft it cause everything is active, like nothing is lapsed or anything like that on our policy and we usually give, um, yeah, we usually give like a 30 day grace period just, you know, in case if something happens or or whatever um where you can get it caught up, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or you know, um, sometimes, you know, we just forget to move money or whatever happens or, you know, and it just doesn't go through, no big, yeah, no big deal, so.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Yeah, so they're just gonna attempt to take the draft again, um, if it was returned back to us. So, um, she shouldn't have anything to worry about as far as the the policy terminating or anything like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds great.
[AGENT][NEUTRAL] All right. Did you have any other questions or concerns I can help with today, [PII]?
[CUSTOMER][POSITIVE] No, you've been helpful. Thank you.
[AGENT][POSITIVE] All right. You're welcome. You have a good one.
[CUSTOMER][NEUTRAL] Same to you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.