AccountId: 011433970860
ContactId: 484bfefd-3421-4a7e-9369-7988df406b65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390709 ms
Total Talk Time (AGENT): 182525 ms
Total Talk Time (CUSTOMER): 144643 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/484bfefd-3421-4a7e-9369-7988df406b65_20250304T16:54_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This islet and group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How are you?
[CUSTOMER][NEUTRAL] Doing alright, thank you. I've got a member on the line. They're just needing to make a payment for their individual policy.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] That is 766-439.
[AGENT][NEUTRAL] 766-439 and the person that's on the phone?
[CUSTOMER][NEUTRAL] Uh, we're speaking with, uh, part 3 [PII].
[AGENT][POSITIVE] And a good callback number, please?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK, and you've got a manual on the phone and he's wanting to pay on policy 766-439?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and a good callback number is the [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] All right. Um.
[AGENT][NEUTRAL] Just a moment, let me get over there and we will be.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I got to log back in.
[AGENT][NEUTRAL] You can send them on.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Uh, you're welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in group billing. Um, Kara said that you want to make a payment today on policy 766-439. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 73649 yes ma'am I need to know how much that you know because the.
[CUSTOMER][NEUTRAL] You know, we have not gotten any letter and they normally take from the bank, but I don't think they.
[CUSTOMER][NEUTRAL] So you know, taking it off there anymore something.
[CUSTOMER][NEUTRAL] So I just wanna, you know, see how much we need to pay and.
[CUSTOMER][NEUTRAL] We normally pay 6250 a month.
[CUSTOMER][NEUTRAL] Serious questions
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hold on just a moment, let me see, so you want to know how much it is and how I mean how much is owed?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, so I need to make the payment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can help you with that, just one moment.
[CUSTOMER][NEUTRAL] less.
[AGENT][NEUTRAL] OK, now is this supposed to be paid um by bank draft? is that what?
[CUSTOMER][NEUTRAL] Your
[CUSTOMER][NEUTRAL] Yes, you know, but I don't think, I don't know if they did or if they, it's because it's nothing like that going through the bank.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, and what bank is that?
[CUSTOMER][NEUTRAL] It's first national bank, you know, first, you know, um, Trustmark, you know, did you have, do you have anything? Is she owing or is she pay? Did you, I need to know what's our current payment. We don't receive no letter from you. I don't see the payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In your account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I can help you with that and I understand a good call back number for you is the [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, the last payment I made, I called on the phone.
[AGENT][NEUTRAL] Right, OK, so that got you paid up to the 31 got this policy paid up to 31, and it looks like we have bank information in here for the Trustmark and the policy is paid to 31 and it shows that the draft date is gonna be the [PII].
[AGENT][NEUTRAL] Is that what
[AGENT][NEUTRAL] So it wouldn't have went through your account yet.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm saying that, you know, uh, you know, I need to make the payment because it might not go through, or do I wait, you know, is it, it's paid through when, when is the payment made through?
[AGENT][NEUTRAL] OK, the payment is current.
[AGENT][NEUTRAL] We're set to it looks like it looks like it's set to draft on the [PII] of this month.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] To pay the March, right, to pay the March premium.
[CUSTOMER][NEUTRAL] This response
[CUSTOMER][NEUTRAL] OK, so I let me wait until then I see if you know.
[CUSTOMER][NEUTRAL] If I have another a problem again then I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, now see, now, now just remember this too that um the payment, it, it is scheduled for the [PII], but it could be 7, at least 7 days afterwards, OK?
[AGENT][NEUTRAL] So it's not gonna draft, it's not gonna dry before the [PII], but it could be up to 7 days after.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so maybe by the
[AGENT][NEUTRAL] For it to go through your account, for it to go through your account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So by the end of the month I'll check the statement and see if it went through. If not, I'll call on the phone.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Yes ma'am. I appreciate it very much.
[AGENT][NEUTRAL] Mr. [PII]
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you very much.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] The