AccountId: 011433970860
ContactId: c8271ba5-cea4-45ae-98eb-0817da861a54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139779 ms
Total Talk Time (AGENT): 63518 ms
Total Talk Time (CUSTOMER): 61514 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/c8271ba5-cea4-45ae-98eb-0817da861a54_20250331T16:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I've got a quick question on the policy if you don't mind.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What you got?
[CUSTOMER][NEUTRAL] It's policy number 1,124,210.
[CUSTOMER][NEUTRAL] Yeah, it's 1,124,210.
[CUSTOMER][NEUTRAL] For Mr. [PII].
[CUSTOMER][NEUTRAL] He's calling to check on his premium and I advised that um it was due, you know, [PII], and he said that he thought he made a payment in March.
[CUSTOMER][NEUTRAL] I see notes from [PII].
[AGENT][NEUTRAL] He did.
[AGENT][NEUTRAL] He did make a payment, but that was for January, February, March.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he needs to make another payment for April, May and June.
[AGENT][NEUTRAL] Yeah, because he pays by quarterly. He must have didn't, I think from the notes is saying he didn't get a bill, so he didn't realize it was due, so he called in March and.
[AGENT][NEUTRAL] We set it up but I.
[CUSTOMER][NEUTRAL] That makes sense.
[AGENT][NEUTRAL] Yeah, I mean, but that was for January, February, March, and yeah, he's due again. They should always tell them that he's gonna be turned around and due again.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But this time
[CUSTOMER][NEGATIVE] He didn't understand and he was checking on it.
[AGENT][NEUTRAL] Yeah, this time it should bring him current. He shouldn't owe anything until July, and he does have a 30 day grace period, so he doesn't have to pay it now as long as he pays by the end of April.
[CUSTOMER][NEUTRAL] OK, and then it would be due again in July.
[AGENT][NEUTRAL] Yeah, because it'll be April, May and June that pays, and it'll be due again for [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I appreciate it. I didn't want to give him any.
[CUSTOMER][NEGATIVE] Wrong information, you know me, I got to search further, make sure.
[AGENT][NEUTRAL] At least you got enough sense to do that.
[CUSTOMER][NEGATIVE] Well, I'm not going to, well, I don't want, hey, I'm all about putting out fires. I don't like to start fires.
[AGENT][POSITIVE] Well, most of the time it just gets, it just gets transferred to us and we have to tell them, so I appreciate it. You go the extra mile.
[CUSTOMER][NEGATIVE] Ain't nobody got time for that.
[CUSTOMER][POSITIVE] Yeah, I don't mind at all, but I, I will get back with him and thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] I always appreciate your help. Thank you.
[AGENT][POSITIVE] Oh, thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.