AccountId: 011433970860
ContactId: 4c55ff2d-1eed-4bc9-8e6d-96b773f33e2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130949 ms
Total Talk Time (AGENT): 51949 ms
Total Talk Time (CUSTOMER): 69005 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/4c55ff2d-1eed-4bc9-8e6d-96b773f33e2d_20250407T18:06_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] I'm doing good. I don't think I need to transfer. I really just had a, a quick question. Um, can you look at this policy with me? She's asking me about her draft date.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It's 225-213-7.
[AGENT][NEUTRAL] You said 225-3137?
[CUSTOMER][NEUTRAL] 225-213-7.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She wants to make sure that her draft day is the [PII]. I see in the notes where, I don't know whose abbreviation that is, but we changed it to the [PII]. Um, but then on BQPHI it shows the [PII]. Does that mean that we just got it on the [PII] and it was drafted on the [PII] or it was just taken today?
[AGENT][NEUTRAL] We don't draft until the [PII].
[AGENT][NEUTRAL] So the way it works, everything from the [PII] to the [PII] gets drafted on the [PII], and then everything from the [PII] through the [PII] gets drafted on the [PII]. It's every [PII] day.
[CUSTOMER][NEUTRAL] OK, I'll let her know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but she is set up for the [PII].
[CUSTOMER][NEUTRAL] Cause I, she was like, why just one.
[CUSTOMER][NEUTRAL] OK, good. I'll explain it to her because she's like, I don't see anything from my bank and I'm like, let me make sure that this was drafted on the [PII] and not today, but OK, I get it now.
[AGENT][NEUTRAL] She will.
[AGENT][NEUTRAL] Yeah. Yeah. It'll be about 2 or 3 days, but she should see you in the next couple of days since it was just done this morning.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I will let her, wait, am I OK to tell them that that it's drafted on the [PII]?
[AGENT][NEUTRAL] Mhm. I always tell them it gets, that even though it's set up for the [PII], we want, we run the driess for once a week. And um it gets pulled on the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I will let her know so that's the clarity she needed. Thank you.
[AGENT][POSITIVE] No problem, [PII]. Let me know if you need anything else, and I hope you have a good day. You too. Bye-bye.
[CUSTOMER][POSITIVE] All right. Have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.