AccountId: 011433970860
ContactId: 7fa58921-7e9a-49c6-9495-9bb7c59b3077
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207440 ms
Total Talk Time (AGENT): 92844 ms
Total Talk Time (CUSTOMER): 72512 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/7fa58921-7e9a-49c6-9495-9bb7c59b3077_20250321T13:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And uh my name is [PII], and I'm calling to find out about when my payment is due again. I, I, I put it on my calendar a few months ago, but I don't know if that's what it is, so I wanted to find out when I would need my premium to be pulled again.
[AGENT][POSITIVE] OK, well, I can definitely check the premium date for you. And Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Thank you. And may I have your um policy number?
[CUSTOMER][NEUTRAL] 00727573
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I have you here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh my date of birth is [PII] and my email address is [PII] and my address, you said it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and thank you so much for verifying your information and happy birthday.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] You're very welcome. Um, hold on one moment, let me check your payments.
[AGENT][NEUTRAL] And see when the due date is.
[CUSTOMER][NEUTRAL] It's on the [PII], but I don't know what month right now if I'm, if it's April or this month.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] It's going to be for, hold on.
[AGENT][NEUTRAL] That was January.
[AGENT][NEUTRAL] Hold on one second, Ms. [PII]. Do you mind if I place you on just a brief hold so I can look at the ledger?
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No, but she's asking if she has to pay for April in April or March when she pays it's gonna be for April because this is paid up till March.
[AGENT][NEUTRAL] Um, but
[AGENT][NEUTRAL] OK wait, July, August, September, October.
[AGENT][NEUTRAL] So it's [PII]. OK. Oh my [PII], I didn't put myself on mute.
[AGENT][POSITIVE] Oh my God, I was so excited. I just figured that out. OK, let me make sure July, August, September, October, October, November, December, January. OK, so January, February, March, April, so it'll be [PII].
[AGENT][POSITIVE] Yes, I figured it out.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So it's going to be [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your time, sweetheart. I, I'm gonna put it down. I'm gonna put it down. Thank you so much. Bye-bye.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] You're welcome. Enjoy your day.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[AGENT][POSITIVE] And thanks for calling AP.