AccountId: 011433970860
ContactId: 4675898e-d30f-486f-871f-922e607acb62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152720 ms
Total Talk Time (AGENT): 71836 ms
Total Talk Time (CUSTOMER): 82183 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/4675898e-d30f-486f-871f-922e607acb62_20250402T22:50_UTC.wav
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[AGENT][NEUTRAL] the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] Doing alright, just about done. OK, so I've just got a question for you. I've got a member who wants to cancel her policy. She's on motive pay too. Her she just made a payment. She said it just came out the [PII], and on her policy it said it's paid until [PII], um, so I don't know if that means we haven't like that payment just hasn't been processed yet. Um, I just wanna make sure I put, yeah, I just wanna make sure I put the right, um.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Term date, you know, um, that is 519-711.
[CUSTOMER][NEUTRAL] Because to my knowledge, um, if I were to cancel today but she paid.
[AGENT][NEGATIVE] Darn it, give me the number again. I just deleted it.
[CUSTOMER][NEUTRAL] Oh sure, no, it's OK, um, 519-711.
[CUSTOMER][NEUTRAL] Because we wouldn't do a refund for that, would we?
[AGENT][NEUTRAL] No, we don't do refunds. Um, it's [PII].
[CUSTOMER][NEUTRAL] I didn't think so. OK, that's why I wanted to make sure I put the right date.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And she said it came out on the [PII], so that was for the month of March and just let her know because she called today so we can only cancel it at what she's paid to, which is April, but she did contact us ahead of time to where it won't dry for the month of April, but that premium that was deducted is for the month of March.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I didn't know that, um.
[CUSTOMER][POSITIVE] That's interesting. OK, so I didn't know if that was supposed to be, and I think that's what she thought too was that it was for April. OK, that's good to know. I appreciate you helping me with that. So she's good to just go ahead and cancel it today.
[AGENT][NEUTRAL] I think it takes, yeah, yeah, she's good to go ahead and cancel it today. I think the the hiccup is is that we're pulling it out on the [PII], but it takes 3 business days for it to actually clear and update on their banking and that's got nothing to do with us, um, and I guess that's why they often fail to realize that it's not April it was March even though the transactions showing April.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I see. OK, so the pay to date is correct.
[AGENT][POSITIVE] Yes, it's correct for what it, it pulled in, um, so you are telling her right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it OK.
[CUSTOMER][POSITIVE] Got it. Alright, I appreciate you checking that. I just wanted to make sure thank you have a good night.
[AGENT][POSITIVE] No problem. You're welcome. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye