AccountId: 011433970860
ContactId: c7030d67-9518-41d7-81a5-70c05f1b3c06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200630 ms
Total Talk Time (AGENT): 112116 ms
Total Talk Time (CUSTOMER): 61400 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/c7030d67-9518-41d7-81a5-70c05f1b3c06_20250605T22:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see uh when my uh payments are coming out of my account for the two policies that I have with you guys.
[AGENT][NEUTRAL] OK, yeah, I can check those, uh, for draft payments when those are scheduled to come out.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, I can take a look at that. What was your name please?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Alrighty and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then uh I know you said you had two policies. Do you have one of those policy numbers?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 02535835.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just gonna verify some information really quick. Uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Uh-huh [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the email address that we've got on file for you. uh, looks like it is an iCloud account.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh-huh, it's uh [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that one moment, let me take a look at both of these.
[AGENT][NEUTRAL] OK, so this was for the accident and cancer?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I will let you know that the policy number you gave me was one of your older ones that's no longer active just so that you are aware. So let's take a look at accident here.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] And it probably is. I'm looking at an old letter.
[AGENT][NEUTRAL] Oh, that, that's OK. We're still able to find it, so that's alright just so that you are aware, um, alrighty, so I imagine both of them are the same, but I'm looking at your accident policy right now. I've got that draft date at around the [PII] of every month. Um, now of course that can be business days depending on your bank, of course, um, but it's generally gonna be around the [PII]. Uh, let me double check your cancer policy, make sure that one's the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that one is the same as well.
[CUSTOMER][NEUTRAL] OK then, so how much is draft? Did y'all draft them together or just separately?
[AGENT][NEUTRAL] Um, it will probably show up separate.
[CUSTOMER][NEUTRAL] OK, so for the cancer policy, how much is it?
[AGENT][NEUTRAL] I've got that at
[AGENT][NEUTRAL] $55.11. I'm just gonna pull this up, make it a little bit easier. $55.11 and then accident policy is $9.55.
[CUSTOMER][NEUTRAL] OK, got it, got it. OK, they dropped around the first of the month.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, that's all I want to know, thank you so much.
[AGENT][POSITIVE] Alright, of course, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Have a good
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.