AccountId: 011433970860
ContactId: ad6a9010-0638-40b7-a6bb-bcc78d7fb4b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292500 ms
Total Talk Time (AGENT): 103605 ms
Total Talk Time (CUSTOMER): 130627 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/ad6a9010-0638-40b7-a6bb-bcc78d7fb4b1_20250424T17:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Yes, could you hold one hold. OK, just a moment, please.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. Are you there?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And are you with American Public Life Insurance Company?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, good. I have just one question for you. My name is [PII], but I'm just trying to find out when my next payment is due to keep this insurance in force.
[AGENT][NEUTRAL] OK, Ms. [PII], um, what is a good call back number for you just in case we get disconnected, OK?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] And Miss Miss [PII], what is the policy number that you're calling on?
[CUSTOMER][NEUTRAL] Alright, 000.
[CUSTOMER][NEUTRAL] 84,170
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. So you're saying that the, the policy number is 00084170. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] OK. Thank you so much for verifying that.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your um.
[AGENT][NEUTRAL] Mailing address, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can you verify your email address please?
[CUSTOMER][NEUTRAL] My what? Email, OK, it's
[AGENT][NEUTRAL] Email address? Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you for verifying all of that, Miss [PII]. OK. So you're wanting to know when your next payment is due on this. Is that correct?
[CUSTOMER][NEGATIVE] Yes, I pay yearly, and I just don't want this to slip up on me.
[AGENT][NEUTRAL] I understand that. OK, Ms. [PII], I am showing that your policy is paid to.
[AGENT][NEUTRAL] Uh, 91 of this year.
[CUSTOMER][NEUTRAL] [PII], and that's exactly what I have in front of me. So it will come up in September.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right. And how much will it be?
[AGENT][NEUTRAL] Uh, providing nothing changed. Well, I'm showing that it is $963.96.
[CUSTOMER][NEUTRAL] 963 96.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] And it's exactly what I have in front of me. Well, I appreciate this. This is all I needed to know, and I appreciate it very.
[AGENT][NEUTRAL] All right, Miss
[AGENT][NEUTRAL] All right, Miss [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, ma'am. That's all I needed. Thank you so much.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK