AccountId: 011433970860
ContactId: 6d12d3cb-0a55-497c-b1f7-a38a1e96e53c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200889 ms
Total Talk Time (AGENT): 97767 ms
Total Talk Time (CUSTOMER): 80399 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/6d12d3cb-0a55-497c-b1f7-a38a1e96e53c_20250130T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] over in customer care. How are you today?
[AGENT][POSITIVE] I'm doing wonderful. How are you? You sound like having a rough day.
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I reached out for help on this. I didn't get a response. I'm hoping you can help me. Can I give you a policy number?
[AGENT][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me get to the right screen.
[AGENT][NEUTRAL] All right, what's the policy number?
[CUSTOMER][NEUTRAL] It is 766-571.
[AGENT][NEUTRAL] 4 hours wall.
[CUSTOMER][NEUTRAL] Yes, so she's just calling to see when her next bill is due, and I'm new and so I was checking guru. I can't find anything. Is there a way that I can see that?
[AGENT][NEUTRAL] Yeah, so let's see, she's paid to April of this year for now. So let me go to PIDAT and see what her pay, so her pay frequency is 4, so she pays.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, 4 times a year.
[CUSTOMER][NEUTRAL] Yeah, quarterly.
[AGENT][NEUTRAL] So, next, yeah, so her next payment will be due.
[AGENT][NEUTRAL] On March.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, April.
[AGENT][NEUTRAL] Uh payment payment will be through March.
[AGENT][NEUTRAL] [PII], um, anywhere around there, it'll be considered late by [PII]. So anytime between [PII] and [PII], she can make a payment. And yeah, it doesn't look like she set up for a bank draft, so she'll have to call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much and what screen are you seeing that on?
[AGENT][NEUTRAL] On PIAT.
[CUSTOMER][POSITIVE] Oh, OK, alright, so I did see the paid to date and all of that. I just wasn't like sure on the actual like due date, so I appreciate that and it's the premium, the 10,260, right?
[AGENT][NEUTRAL] Yeah, yeah, um, and also I have, uh, because I'm actually relatively new to I've been here for like 6 months and I have, um, like a document that has all of like the most used lion screen and like what they do and if you want I can email that to you because it helps me. I still have to use it sometimes.
[CUSTOMER][POSITIVE] Awesome, yes, girl, any help I can get, I'm all for it. So yes, I appreciate it so much. Thank you.
[AGENT][NEUTRAL] Yeah, no problem. And is it [PII] at [PII]?
[CUSTOMER][NEUTRAL] Yeah, and then my last name is [PII]
[AGENT][POSITIVE] OK, yeah, I'll send that to you right now. It's really helpful. I use it like almost every day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you, girl. I appreciate you so much thank you.
[AGENT][POSITIVE] No problem. If you ever need anything, just let me know and you can even send me like a message on Teams or anything. I'm happy to help.
[CUSTOMER][POSITIVE] All right. Thank you. Have a good day.
[AGENT][NEUTRAL] You too bye.