AccountId: 011433970860
ContactId: 5be72d45-b256-453d-b8d5-13e126ccd318
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363200 ms
Total Talk Time (AGENT): 97057 ms
Total Talk Time (CUSTOMER): 110605 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/5be72d45-b256-453d-b8d5-13e126ccd318_20250228T21:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My name, my picking. My account number is 503-578.
[AGENT][NEUTRAL] I'm sorry, get that one more time.
[CUSTOMER][NEUTRAL] Sure, 503-578.
[AGENT][NEUTRAL] OK, and Miss [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] I just need to verify that I have mailed my premium in.
[CUSTOMER][NEUTRAL] I don't remember if I sent it in or not.
[AGENT][NEUTRAL] OK, uh, verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII] [PII] it's [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I couldn't find a statement. Normally when I when I mail it in, I'll mark the date that it was paid and put it in a particular drawer.
[CUSTOMER][NEUTRAL] But I did not see it.
[AGENT][NEUTRAL] Alright let's see, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, let me check with customer service. Hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], I have an insured on the phone who's wanted to verify if we received her premium.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I thought I knew a spot where to look, but I cannot find it.
[CUSTOMER][POSITIVE] OK. Well, I can help with that.
[AGENT][NEUTRAL] [PII], of course, um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Policy number 503-578.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, uh, is it Shaver Pickens, Pickens.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, quarterly.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What pay to.
[AGENT][NEGATIVE] It tells me nothing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, uh, I, now I can talk to her, but I can tell you too, um, but where you're at in that screen, go to BQPHI.
[AGENT][NEUTRAL] B B Q P H I. OK.
[CUSTOMER][NEUTRAL] And then um it shows that we received a check from her on [PII].
[CUSTOMER][NEUTRAL] And it paid February, March, and April.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the reference number is her check number 4262 is her check number.
[AGENT][POSITIVE] Oh, this is cool. Hold on, let me write this down.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] B
[AGENT][NEUTRAL] Q P H I.
[AGENT][POSITIVE] Awesome. Thank you, ma'am. I can tell her.
[CUSTOMER][NEUTRAL] Oh, OK. Now,
[AGENT][NEUTRAL] So I did receive it on the [PII]. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, whatever you need me to do, but yes, we received it, um, and it's been, so she's paid through the end of April.
[AGENT][POSITIVE] OK, OK, awesome. Thank you. I appreciate it.
[CUSTOMER][NEUTRAL] anytime.
[AGENT][POSITIVE] All right. Have a good weekend.
[CUSTOMER][NEUTRAL] OK. You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Uh, ma'am, thank you so much for holding, Ms. [PII]. Um, I just spoke with customer service and it looks like it has been received as of [PII].
[CUSTOMER][NEUTRAL] OK, alright, that's what I needed to know.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right love, well thank you so much and happy Friday and have a great weekend.
[AGENT][POSITIVE] You too. Happy Friday.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye.