AccountId: 011433970860
ContactId: 51513234-9a57-4cfa-a0b8-07a9f7d4301d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325739 ms
Total Talk Time (AGENT): 96623 ms
Total Talk Time (CUSTOMER): 147318 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/51513234-9a57-4cfa-a0b8-07a9f7d4301d_20250206T15:26_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning. I need to speak to the correct department before I give all this information out. I just need to know um when my next bill is due because I called someone about two weeks ago and I, and she said she was gonna change it but my bill still came out on the [PII]. Can I give you my policy number, one of them so you can pull it up?
[AGENT][NEUTRAL] Um, sure, yes, go ahead.
[CUSTOMER][NEUTRAL] 00646519 I'm paying for 4 policies.
[AGENT][NEUTRAL] OK. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Thank you [PII] [PII].
[AGENT][POSITIVE] OK. Thank you, Ms. [PII] and
[AGENT][NEUTRAL] And for security, do you have uh the mailing address on file?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look at the premium payment and I see we have an email address. Do you know the email address on file?
[CUSTOMER][NEUTRAL] I don't know. It might, it might have been my work email, but I've retired. If not, it should be [PII]. It may be my work is that what's on file?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's the one we have on file. Thank you. OK. And you said they told you that it was gonna be drafted on the [PII]?
[CUSTOMER][NEUTRAL] OK, oh great, OK.
[CUSTOMER][NEGATIVE] OK, so this is what I wanted it. I don't want it on the [PII]. When I was working, it was drafted on my paycheck on the last day of the month. When I retired, y'all hit it on the [PII], which is not a good time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I paid it this month on the um y'all drafted on the [PII] and that sometimes that may cause create some hardships for me so I went ahead and paid it this month and I talked to someone, she said she was gonna change the date. So my question is to you, what date do you see for February for those policies? I pay like I think it's 6740 for all three policies. I know you have a breakdown of all of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yeah. Uh, let me check all of them just to make sure. Um, let me check the draft date on all of them, OK? One moment.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, let me check 2 more, OK? 1 more.
[AGENT][NEUTRAL] OK, looks like it's the [PII].
[AGENT][NEUTRAL] Is that too early?
[CUSTOMER][NEUTRAL] It's gonna be the [PII] [PII] of every month.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, it really varies because it will not be exactly the [PII] because it depends on what day the [PII] falls under. Like if it's the weekend, it may um process before or after, depending.
[CUSTOMER][NEUTRAL] When when you said before, what, how far before will it be processed? I'm just trying to budget, um, if it's on the on the [PII]. I understand what you're saying because like um it was scheduled to I don't understand why it changed to the [PII]. It was scheduled for the [PII] and y'all were drafted on the [PII], so it hit on the [PII] sometime.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. Yeah, and it's a couple of days, basically, if, um, let's say that on the [PII] is on the weekend, it may process on the [PII] or [PII].
[CUSTOMER][NEUTRAL] So, what did you say?
[CUSTOMER][NEGATIVE] OK, I just don't understand why that draft day it changed because it was the [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Do you want us to change it again?
[CUSTOMER][NEUTRAL] So you, you probably can.
[CUSTOMER][POSITIVE] No, just keep it there. I just don't keep why no understand why it keeps changing, um, you can keep it on the [PII] or [PII]. You've answered my question. Thank you.
[AGENT][NEUTRAL] Mm yes sir.
[AGENT][POSITIVE] OK, you're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling.