AccountId: 011433970860
ContactId: 9eae7285-ae38-4dc4-83a5-bb0f01a2b985
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125440 ms
Total Talk Time (AGENT): 60492 ms
Total Talk Time (CUSTOMER): 56594 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/9eae7285-ae38-4dc4-83a5-bb0f01a2b985_20250116T20:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I'm calling regarding on my payment to my premium if if it's been uh drafted from my bank because I don't remember if I have to send the payment or is it been drafted from my account.
[AGENT][NEUTRAL] OK, I can check on the payment method for you. May I have your name and the contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[CUSTOMER][NEUTRAL] And my number is 361.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] 02 4421 31.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the email address on file.
[CUSTOMER][NEUTRAL] No, I don't have it.
[CUSTOMER][NEUTRAL] I think my daughter did that. So I don't know.
[AGENT][NEUTRAL] Oh, it's OK. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So all the information provided is a verification of benefits, not a guarantee of payment. Um, so it looks like your policy, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] is on bank draft, but there has not been an invoice yet. So your policy is paid um up until [PII], so, um, your invoice will be available sometime in in February, but it is up to date for now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, that's what I was worried because they didn't came out on this statement that I just got, and I said, oh my [PII], I don't know if I paid or not. So that's why I was calling. Well, thank you.
[AGENT][POSITIVE] Yes, ma'am. I'm not showing you've been billed yet, so you're good to go.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK then, well thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's, that's it. That's it. Thank.
[AGENT][POSITIVE] Alright, well, thanks so much for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You do
[AGENT][POSITIVE] Thank you. Bye-bye.