AccountId: 011433970860
ContactId: 9b1da169-032a-4051-aa6e-eb117cef55ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123019 ms
Total Talk Time (AGENT): 50762 ms
Total Talk Time (CUSTOMER): 52515 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/9b1da169-032a-4051-aa6e-eb117cef55ba_20250228T21:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have an insured on the phone who's wanted to verify if we received her premium.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I thought I knew a spot where to look, but I cannot find it.
[AGENT][POSITIVE] OK. Well, I can help with that.
[CUSTOMER][NEUTRAL] Era, of course, um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Policy number 503578.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, uh, is it [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, quarterly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What pay to.
[CUSTOMER][NEGATIVE] It tells me nothing.
[AGENT][NEUTRAL] Mhm.
[AGENT][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.
[CUSTOMER][NEUTRAL] B B Q P H I. OK.
[AGENT][NEUTRAL] And then um it shows that we received a check from her on [PII].
[AGENT][NEUTRAL] And it paid February, March, and April.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the reference number is her check number 4262 is her check number.
[CUSTOMER][POSITIVE] Oh, this is cool. Hold on, let me write this down.
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] Q P H I.
[CUSTOMER][POSITIVE] Awesome thank you ma'am. I can tell her.
[AGENT][NEUTRAL] Oh, OK. Now.
[CUSTOMER][NEUTRAL] So I did receive it on the [PII]. Go ahead, I'm sorry.
[AGENT][NEUTRAL] Yes, 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.
[CUSTOMER][POSITIVE] OK. OK. Awesome. Thank you. I appreciate it.
[AGENT][NEUTRAL] anytime.
[CUSTOMER][POSITIVE] All right. Have a good weekend.
[AGENT][NEUTRAL] OK. You too.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Bye.