AccountId: 011433970860
ContactId: ace5e093-4767-4d24-89ad-7aaf60300335
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81250 ms
Total Talk Time (AGENT): 27783 ms
Total Talk Time (CUSTOMER): 41795 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/ace5e093-4767-4d24-89ad-7aaf60300335_20250123T13:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in the claims department.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have this [PII].
[CUSTOMER][NEUTRAL] I'm not, I can't even pronounce her last name, um, but she has a disability policy.
[CUSTOMER][NEUTRAL] Um, it's 23.
[CUSTOMER][NEUTRAL] 431 56.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I show it's paid to 812025, but if you go on PIDAT, it shows that there's a future lapse date of [PII].
[AGENT][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] Yeah. So I don't know what to, she's checking on her disability and I don't know what to tell her.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] You're gonna need to get with um.
[CUSTOMER][NEUTRAL] Billing
[AGENT][NEUTRAL] Billing, yeah, it's it's rolling in it's it's semi monthly and it's rolling in monthly.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] I believe now it's 13 pay. I don't know what it's doing. Yeah, get with billing and see what's going on with that because it shouldn't be paid up to 81 of 2025.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] Alright thank you bye.
[CUSTOMER][NEUTRAL] Bye.