AccountId: 011433970860
ContactId: 32b33c2b-dd9b-4f4a-b37c-9b1784340a5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275899 ms
Total Talk Time (AGENT): 126193 ms
Total Talk Time (CUSTOMER): 87007 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/32b33c2b-dd9b-4f4a-b37c-9b1784340a5b_20250618T13:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I'm trying to find out why y'all haven't took my payment out on my life insurance yet.
[AGENT][NEUTRAL] OK, [PII], let's take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, 025988874.
[AGENT][NEUTRAL] Alright, thank you. Give me just a second, let me pull this up here.
[AGENT][NEUTRAL] And then if I could verify please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so yeah, I mean, I see everything is still active on here, [PII]. It looks like the draft date on here shows the [PII]. Is that usually when it comes out of your account?
[CUSTOMER][NEUTRAL] Well she told me that she would have to take two payments out this month on the [PII] and I said OK that'll be fine and so here it is um.
[CUSTOMER][NEUTRAL] You know, the [PII], so I'm just wasn't sure.
[CUSTOMER][NEUTRAL] What was going on if it you know.
[AGENT][NEUTRAL] OK, yeah, I'm just wondering the [PII] was a Sunday, so I'm wondering, you know, if that's why it maybe show not hasn't showed yet. I can call over to billing though and just double check with them and see.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yeah, I'm just, you know, curious. I don't want nothing to lapse or anything, you know, and.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am, absolutely. OK. Uh, if you don't mind, let me just place you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer care. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Good, I have an insured on the line and she's just wondering about why a draft hasn't come through her account for her billing. Can I give you her policy number?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] 025988874
[AGENT][NEUTRAL] For [PII].
[AGENT][NEUTRAL] I did see that the draft date was the [PII], so I was wondering if it's just because that was on a Sunday, does she need to just give it a day or two more?
[CUSTOMER][NEUTRAL] Uh, [PII] let's see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me look at the calendar.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] She just wanted to make sure it doesn't lapse or anything.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] She will be drafted on Mon on next Monday, the [PII] will be drafted next Monday.
[AGENT][POSITIVE] OK, on the [PII] then. All right. I will. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, and then it should, and it's just gonna vary month to month depending upon where the [PII].
[AGENT][POSITIVE] OK, I will let her know that. Thank you so much for your help. I appreciate it.
[CUSTOMER][POSITIVE] You're welcome, no problem.
[AGENT][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you so much for your patience on that, [PII]. So I did speak with [PII] over in billing. She did confirm that the draft is gonna come out actually on the [PII], which is next Monday. She said that it does vary just depending upon when that [PII] falls and because it was a Sunday this month, it's a little bit later, uh, but she assured me you don't have anything to worry about as far as it lapsing or anything, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I was just making sure that you know everything was OK.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Yes, ma'am, absolutely. No problem. Anything else I can check on?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye bye.