AccountId: 011433970860
ContactId: 3a5c435b-59b6-4d26-987c-da91860cf4c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84540 ms
Total Talk Time (AGENT): 27600 ms
Total Talk Time (CUSTOMER): 42760 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/3a5c435b-59b6-4d26-987c-da91860cf4c2_20250618T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer care. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][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?
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] 025988874
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][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?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me look at the calendar.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] She just wanted to make sure it doesn't lapse or anything.
[AGENT][NEUTRAL] She will be drafted on on next Monday, the [PII] will be drafted next Monday.
[CUSTOMER][POSITIVE] OK, on the [PII] then, alright, I will, thank you, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. And then it should, and it's just gonna vary month to month depending upon where the [PII] falls.
[CUSTOMER][POSITIVE] OK, I will let her know that. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome. No problem.