AccountId: 011433970860
ContactId: ab931f9c-4d0b-40b6-9084-2ddae2dea275
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66760 ms
Total Talk Time (AGENT): 32044 ms
Total Talk Time (CUSTOMER): 42861 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/ab931f9c-4d0b-40b6-9084-2ddae2dea275_20250205T17:55_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], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing good thank you. I've got an insured on the line and it looks like she's paying um quarterly for her policy and she wanted to see when her next payment was going to be due um it's not on a draft or anything and I know this sounds kind of silly, but is it just the paid to date or is there a more specific date that I'm not seeing?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, usually it is the pay to date and then they have 30 days after that date to get it to us, you know, so that it won't lapse, but yes, yes, that's when it's do technically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so is that when we would be sending out that bill or when do we typically send the invoices to them?
[AGENT][NEUTRAL] It should go out the month before they are due, um, I know sometimes.
[CUSTOMER][NEUTRAL] OK, so she should be getting soon then.
[AGENT][NEUTRAL] Yes, she, yes, yes.
[CUSTOMER][POSITIVE] Got you. OK, alright, I appreciate you clarifying that. Thank you.
[AGENT][POSITIVE] OK. You're welcome.
[CUSTOMER][NEUTRAL] I thought I knew, but I just wanted to make sure.
[AGENT][NEUTRAL] Oh, OK, yes, yes.
[CUSTOMER][NEUTRAL] All right thanks I'll let her know. Goodbye.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Bye. Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.