AccountId: 011433970860
ContactId: 2153b36e-1f36-4075-9831-8c175976cdf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233320 ms
Total Talk Time (AGENT): 123007 ms
Total Talk Time (CUSTOMER): 60748 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/2153b36e-1f36-4075-9831-8c175976cdf7_20250128T16:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to see what's my billing date for y'all to take the money out of my account.
[AGENT][NEUTRAL] OK, I can take a look um at your billing date for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, my name is [PII]. My phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. and Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Um, I know my social. I don't know the policy.
[AGENT][NEUTRAL] OK, that's OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][POSITIVE] Sorry, I was typing faster than my computer was going, but it's pulling up now. I apologize.
[CUSTOMER][NEUTRAL] Yes, ma'am, that's fine.
[CUSTOMER][NEUTRAL] It's early.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] All right, it's coming up now.
[CUSTOMER][NEUTRAL] Because you to sleep and see.
[CUSTOMER][NEUTRAL] get.
[AGENT][NEUTRAL] And so is this for the accident policy? This is it.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I have, I think I have, I think that's all I may have a job.
[AGENT][NEUTRAL] And I just need you to
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I just need to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] My name is um my birthday is [PII]. My address is [PII], and I think I got [PII]. I'm not sure.
[CUSTOMER][NEUTRAL] That's what they use.
[AGENT][NEUTRAL] OK, it was the [PII] and thank you for verifying your information. So all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment, let me get your date.
[CUSTOMER][NEUTRAL] But really mean.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK let's see for claim.
[AGENT][NEUTRAL] So it looks like it's around the [PII] of each month, it's been coming out, um.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] But for this one, you're already
[CUSTOMER][NEUTRAL] That's what it normally be, but I said it didn't have a ticket.
[AGENT][NEUTRAL] Yeah, because it looks like that last payment because your policy is paid up until February. So and you haven't been, there's no February bill yet. So your policy is all paid up. This last payment that you made, um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It came to us on the, actually, hold on.
[AGENT][NEUTRAL] Oh, this last payment, uh, so we received it on today?
[AGENT][NEUTRAL] Hold on. [PII].
[AGENT][NEUTRAL] Oh yeah, and that's what paid it up. So there, because the payment before that was [PII]. So it looks like you, there was a payment that just says received date [PII] $25.85 which paid you up to February.
[CUSTOMER][NEUTRAL] I mean I just can't see it yet.
[AGENT][NEUTRAL] Yeah, in February, um, there's no bill here, like you haven't been billed for February yet, so everything looks up to date from what I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It maybe they haven't took it out of my account yet. That's all I was calling for.
[CUSTOMER][NEUTRAL] So I was just making sure I pay all my bills, right.
[AGENT][NEUTRAL] Alright, well, Ms. [PII] was
[AGENT][POSITIVE] Yes, I know that's right.
[AGENT][NEUTRAL] Oh, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] So that was it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL and I do hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Yeah