AccountId: 011433970860
ContactId: 60008f39-4dd0-4cd7-aa50-d7b551d2335b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238720 ms
Total Talk Time (AGENT): 92879 ms
Total Talk Time (CUSTOMER): 89483 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/60008f39-4dd0-4cd7-aa50-d7b551d2335b_20250507T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII] in the um meddling claims department. Um, I have a member on the line. He's calling about his life insurance policy. He said that he's set up on automatic payments, but, um, his payment wasn't um taken out this month and he's just calling to check on the status of his policy.
[AGENT][NEUTRAL] OK, sure. Do you have his policy number?
[CUSTOMER][NEUTRAL] Um, yes, yes, his policy number is 022.
[CUSTOMER][NEUTRAL] 14381.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][POSITIVE] OK. Thank you. I'll be glad to help you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, here he is, and I've already um verified everything, his date of birth and address and email address. OK, here he is.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] How are you doing this morning?
[CUSTOMER][NEUTRAL] I'm doing fine. How about yourself?
[AGENT][POSITIVE] I'm doing great. Thank you so much for asking. I understand you're calling to check on your your um policy to see if it's currently drafted, is that correct?
[CUSTOMER][NEUTRAL] Yes, I want to check, uh, yeah, one if it's active, 2nd.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I, I had a talk with one of your reps.
[CUSTOMER][NEUTRAL] About, I don't know, maybe.
[CUSTOMER][POSITIVE] A month ago and I put my policy on electronic transfer so I can have it, you know, uh acted all the time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh uh we haven't been charged for that so I wanna find out status.
[AGENT][NEUTRAL] Yes, sir, we do have it set up on automatic payment. Um, we do have it set to draft for the first, which is usually just a couple of days after. Um, let me.
[AGENT][NEUTRAL] Actually let me let you, let me, can I place you on hold for just a moment? Do you mind if I place you on hold?
[AGENT][POSITIVE] Let me double check something, please. OK, thank you so much.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I am good girl. Can you please look at this with me? I just got a quick question. I got a call on the line.
[AGENT][NEUTRAL] And I'm not sure. OK, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII].
[AGENT][POSITIVE] OK. And he's calling and he's want to know that we have it set up on automatic payment to draft on the [PII]. It is set to draft on the [PII]. What date will it actually draft if it's on the [PII]? And it always on the [PII]. It's gonna draft today. OK. I, I can go back and tell him that you don't have to talk to him. I just wanted to make sure I got the date right, but it, it will draft today. OK, perfect. Thank you so much. I appreciate it.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] On the [PII] today.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. It did.
[AGENT][POSITIVE] I'll let him know, OK? You're welcome. You too, dear. Bye.
[CUSTOMER][POSITIVE] OK. Thank you. Have a good day.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] Mr. [PII],