AccountId: 011433970860
ContactId: c9f86494-5dc2-469b-bc3a-57836e6ef5df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112529 ms
Total Talk Time (AGENT): 42384 ms
Total Talk Time (CUSTOMER): 54650 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/c9f86494-5dc2-469b-bc3a-57836e6ef5df_20241230T19:43_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII] in billing. How are you?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] I'm doing well. Um, I have, I was wondering if you would be able to help me with something. I'm not sure if this customer service would be able to confirm or not, but I've never had like a um member who like he said he's retiring and he wants to uh do like a self pay or something, and I pulled up his policy and it looks like maybe it's already set up for self pay but I don't see any notes and he said that he put sent like an email to the care team but he never heard anything back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but I didn't know if I would give you the policy number if you'd be able to see.
[AGENT][NEUTRAL] What's the policy number
[AGENT][NEUTRAL] Yeah, I can, I can tell.
[CUSTOMER][NEUTRAL] OK. It's 76915.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] He's already set up on a monthly bank draft, um.
[CUSTOMER][NEUTRAL] That's what I
[AGENT][NEUTRAL] Let me see when it got done.
[AGENT][NEUTRAL] Girl, he's been paying Bain drive for a long time.
[AGENT][NEUTRAL] Maybe he forgot.
[CUSTOMER][NEUTRAL] That's what it looks like, but I was like, he said he's just now retiring and I, and I didn't, I don't like there's not even an employer listed in here when I go on.
[AGENT][NEUTRAL] It looks like he did it in [PII].
[AGENT][NEUTRAL] Maybe he just forgot, girl.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or maybe he's inquiring about some other insurance, just let him know that he's been on a bank draft with us since [PII] and he does have an active cancer policy. He might be looking for something else.
[CUSTOMER][POSITIVE] OK, all right, thank you so much, [PII].
[AGENT][POSITIVE] You're welcome, hon. Hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.