AccountId: 011433970860
ContactId: 4ac9154d-6ba7-47ad-9f87-ebde357fa2bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166440 ms
Total Talk Time (AGENT): 79434 ms
Total Talk Time (CUSTOMER): 82620 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/4ac9154d-6ba7-47ad-9f87-ebde357fa2bd_20250220T17:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII] and customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you doing?
[AGENT][NEUTRAL] Hey [PII], I'm here. How about you?
[CUSTOMER][NEUTRAL] I'm here too. Um, kinda hungry. And then everything is just all jacked up today. But it will be OK. I'm here, so that's all that matters.
[AGENT][NEUTRAL] I hear you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I hear that. What can I do for you?
[CUSTOMER][NEUTRAL] I can't explain. Well, I have an insured on the phone, um.
[CUSTOMER][NEUTRAL] It's, I don't know, it's this situation where her parents had put out a policy for her for cancer and she started trying to decide if she wants to keep it or not or go ahead and cancel it and she's asking when the premium was drafted and it looks like it's quarterly, so it comes around [PII], and her pay today is [PII], so quarterly I'm thinking, so the last draft payment was sent or taken out in December maybe.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would that be a quarter 4 months?
[AGENT][NEUTRAL] Mm. Let me take a look. Uh, what's the policy number?
[CUSTOMER][NEUTRAL] 111011.
[AGENT][NEUTRAL] Oh, OK. All righty. Let me see.
[AGENT][POSITIVE] Alright, you are right. She is set up on a quarterly draft and let me take a look.
[AGENT][NEUTRAL] Looks like the last one drafted on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, so that's when the last draft was taken out?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Alrighty then.
[AGENT][NEUTRAL] Yeah, it's every 3 months, so it should be, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Every 3 months. I'm thinking 4. OK.
[AGENT][NEUTRAL] Yeah, I do that too. I have to remind myself there's 4 quarters, 12 months.
[AGENT][NEUTRAL] In 4 quarters is 3 months. So yeah, I have to remind myself, I don't know why our brains try to trick us into that would be 4 months, but if that, if it was 4 months, it'd be 16 months in a year and that's not right. So I have to remind myself every time I'm looking at it. I don't know why my brain tries to trick me, but it does. But yeah, it's 3 months. So her next one should draft probably around.
[CUSTOMER][NEUTRAL] Right. Oh, it's 3, yeah.
[CUSTOMER][POSITIVE] All the time. I don't mind it.
[CUSTOMER][NEUTRAL] May
[AGENT][NEUTRAL] Uh, May, yeah, around the middle of May, mhm.
[CUSTOMER][NEUTRAL] Right, no, yeah.
[CUSTOMER][POSITIVE] OK, in the middle of May. Awesome. OK.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] Mhm. No problem.
[CUSTOMER][POSITIVE] All right, have a great one.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye.