AccountId: 011433970860
ContactId: 5c34661b-546c-4c72-a28f-3d4e5d035878
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131229 ms
Total Talk Time (AGENT): 62804 ms
Total Talk Time (CUSTOMER): 46709 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/5c34661b-546c-4c72-a28f-3d4e5d035878_20250310T13:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling because I was looking at my um banking information. I see I didn't take out payment and I was trying to see why.
[AGENT][NEUTRAL] I'm, I'm so sorry. I, um, there's a lot of background noise. I'm unable to understand exactly what you're saying.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] I was um I was saying why y'all didn't take your payment um for this month yeah y'all normally take it like on the [PII].
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, let's see
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm, I know my social. I don't know my policy number by heart.
[AGENT][NEUTRAL] OK. OK, what's that social number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me one second, I see that.
[AGENT][NEUTRAL] And if you could just verify your uh mailing address for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome I see that here. OK, let's see here.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Shows it's still active. I have all of that.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right, so let's see why it has not come out.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Well, it shows here the last um.
[AGENT][NEUTRAL] Amount we received was on [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] When does that usually come out? Uh, let's see, looks like [PII], it looks like it, it's pretty, uh, maybe it just, it seems like it's odd that it wouldn't have cleared yet by the [PII], but it shows here that we received um some premium on the [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] OK. All right, I just can't see it on my end I guess. All right, thank you.
[AGENT][NEUTRAL] Oh, OK. Yes, ma'am. If you have any other questions, just feel free to give us a call back.
[CUSTOMER][POSITIVE] Yes ma'am alright alright bye bye.
[AGENT][POSITIVE] Thank you have a great day and thanks for calling ATO bye bye.
[CUSTOMER][NEUTRAL] Bye bye.