AccountId: 011433970860
ContactId: 3513717e-68c9-40ec-a88a-5d6f77af3387
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225860 ms
Total Talk Time (AGENT): 112750 ms
Total Talk Time (CUSTOMER): 64011 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/3513717e-68c9-40ec-a88a-5d6f77af3387_20250328T17:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Calling because I was, I see that y'all haven't took a payment for my um my policy with in the um last month or this month yet. I'm trying to see why.
[AGENT][NEUTRAL] OK, so you're the insured and you're calling on claim status, is that correct?
[CUSTOMER][NEUTRAL] No, no, ma'am, I was trying to see the payment that I pay every month for my, my, um, my insurance. It hasn't been taken out of my checking account and I was trying to see why.
[AGENT][NEUTRAL] Oh, OK, so you haven't seen your draft come out, is that correct? And you're wanting to check on that, is that correct? OK, yes ma'am. Well, I can, I can partially help you with that. What I will need to do is to verify your information first for security and look at a few things, and then I can get you connected with someone um who could further assist you with that, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] So first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Um I have my social with me, um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, Ms. [PII]. So again, I will need to verify several things with you for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address please.
[CUSTOMER][NEUTRAL] Um, [PII] or either y'all have [PII].
[AGENT][NEUTRAL] OK, it is the first one that we have on file. OK. So give me just a moment, Ms. [PII], and let me look.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, I do show that your policy is currently paid until [PII].
[CUSTOMER][NEUTRAL] Oh, OK. So they must have took it. I just can't, I don't see it on my end though, that's the crazy part.
[AGENT][NEUTRAL] Uh, yes, it does.
[AGENT][NEUTRAL] Well, you may, OK, so it shows that
[AGENT][NEUTRAL] It was drafted just recently on the [PII].
[AGENT][NEUTRAL] Actually today is when we received it, so you'll probably, yes ma'am, so you should be seeing that on your end probably by Monday but yes ma'am, currently your policy is showing pay 241.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, is there, OK, well, if that's all that I can help you with, thank you for calling APO and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Alright, that's all I need to know alright.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Uh-huh, thank you too.
[CUSTOMER][NEUTRAL] Bye bye alright bye bye.
[AGENT][NEUTRAL] Papa.
[CUSTOMER][NEUTRAL] I got this.