AccountId: 011433970860
ContactId: ad665032-a44f-4645-8bca-34bdbed38648
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419260 ms
Total Talk Time (AGENT): 164969 ms
Total Talk Time (CUSTOMER): 118111 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/ad665032-a44f-4645-8bca-34bdbed38648_20250610T15:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is Latin Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII]. I need to make a payment, um, on my account. They told me I had to call them before the [PII].
[AGENT][NEUTRAL] OK. Is this on a group or is this on an individual policy?
[CUSTOMER][NEUTRAL] No, this is on an individual. I was with a group and I recently left the company, so they let me pick up myself and I never did hear anything from them and then it was just a whole different thing so she told me if I had a certain amount in there by the [PII] that they'd be able to.
[CUSTOMER][NEUTRAL] Draft
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] And what is your, what is your policy number?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] 02598874
[AGENT][NEUTRAL] 025988874 and [PII], what is a good callback number for you just in case?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All right, let's see what we can do and I can help you with that.
[AGENT][NEUTRAL] OK, [PII], can you verify the last four digits of your social please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can you verify the
[AGENT][NEUTRAL] Um, address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] And can you verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much for verifying all of that. Let's see.
[CUSTOMER][NEUTRAL] Can you hold 1 2nd?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Go with your son, can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Tomorrow
[CUSTOMER][NEUTRAL] That the ticket number?
[CUSTOMER][NEUTRAL] I just need the last 4.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Hold on one second, OK?
[CUSTOMER][NEUTRAL] I'm sorry. I'm at work and I'm trying to answer the phone too.
[AGENT][NEUTRAL] Oh well if you need to get that, that's fine. um I was looking at this on here, [PII], and it looks like she had uh you had spoke to one of our representatives and she said something about double drafting you for the [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, that's what I'm calling today to pay the 98 something.
[CUSTOMER][NEUTRAL] Because she said I had to have it by the.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm, I'm not seeing any seeing anything where we need to collect anything.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Let me see because it looks like we've got the bank I'm sorry, what was that?
[CUSTOMER][NEUTRAL] OK, so let
[CUSTOMER][NEUTRAL] Can you just look at it.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It looks like we received your bank draft information and um I do see where we're supposed to draft May and June's premium.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] And the draft date is the [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK, I misunderstood her then.
[CUSTOMER][NEUTRAL] And what bank information y'all have on there?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Uh, what now?
[CUSTOMER][NEUTRAL] What bank information do you have ending in there [PII]? I just wanna make sure which account it comes out of.
[AGENT][NEUTRAL] Um, the last four is the [PII].
[CUSTOMER][NEUTRAL] OK, yeah
[AGENT][NEUTRAL] Have the account number?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] Yes ma'am, that'll be fine.
[CUSTOMER][NEUTRAL] I thought she said I had to pay that day by the [PII].
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Um, according to the notes that she put in here,
[AGENT][NEUTRAL] Um, that she received the call.
[AGENT][NEUTRAL] Uh, let's see that are.
[AGENT][NEUTRAL] That she had emailed you to see if she could double draft on the [PII] and she said that you said yes.
[CUSTOMER][NEUTRAL] OK, that'll work.
[CUSTOMER][NEUTRAL] That'll work.
[AGENT][NEUTRAL] OK, I just wanted to make sure and I didn't want you to have to be double doubling up on your payments, so.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] And that's fine. That'll work. I, I appreciate that.
[AGENT][NEUTRAL] All right. Now, I will make a note of this that you called just to make sure. Um.
[CUSTOMER][NEUTRAL] That'll work.
[AGENT][NEUTRAL] And that way if there's any confusions and we can get it um.
[AGENT][NEUTRAL] If there's anything else needed.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That'll work. I appreciate. Uh-huh.
[AGENT][NEUTRAL] All right. All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright well thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.