AccountId: 011433970860
ContactId: 50e7661f-1df1-4098-80e5-a565ca06cfa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 48159 ms
Total Talk Time (AGENT): 11529 ms
Total Talk Time (CUSTOMER): 35920 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/50e7661f-1df1-4098-80e5-a565ca06cfa6_20250218T16:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I have a quick question for you if you don't mind.
[AGENT][NEUTRAL] Um, really.
[CUSTOMER][NEUTRAL] OK, um, I have an insurance on the phone. They were just double checking that that cancer policy is with us, which it shows it does, and then it's bank draft, and she is showing frequency 4, so that means quarterly, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and she just wanted to know when that first uh payment will be drafted? Oh, so I'm assuming April because the effective date is [PII] and then the pay date is up to April, so the next one would be in April.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Lord, common sense, [PII]. All right.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] So I appreciate you.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Bye.