AccountId: 011433970860
ContactId: dcee4bef-427c-42a5-90e9-7e83d647e1d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294760 ms
Total Talk Time (AGENT): 89437 ms
Total Talk Time (CUSTOMER): 99420 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/dcee4bef-427c-42a5-90e9-7e83d647e1d4_20250117T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have Mrs. [PII] on the phone. She wanna know about how much she paying in premium on her cancel policy. Her policy number is 02560778, and I verified her information.
[AGENT][NEUTRAL] OK, you can send her to me.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to see how much, uh, my monthly payment is, please.
[AGENT][NEUTRAL] Alrighty, I can take a look at that for you. Um, it looks like your monthly premium is $29.70.
[CUSTOMER][NEUTRAL] OK, and when is my next payment?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It will be drafted around [PII].
[CUSTOMER][NEUTRAL] OK, and what banking information is it coming up, uh, what banking information do you have or do I?
[AGENT][NEUTRAL] Um, PNC Bank.
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] So it's 2970. Let me see if I got the right um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] PNC hold on just one second.
[CUSTOMER][NEUTRAL] I give you
[CUSTOMER][NEUTRAL] You could see my, the account number, is that correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, let me get to it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, hold on just one second it's asking me to enter a passcode.
[CUSTOMER][NEUTRAL] And can you tell me um.
[CUSTOMER][NEUTRAL] What my uh coverage is?
[AGENT][NEUTRAL] Um, that I do not have access to, but I can get you to the customer service department and they'd be able to assist you with that.
[CUSTOMER][NEUTRAL] OK, does the account number in [PII]?
[AGENT][NEUTRAL] [PII], yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, if you can send me to customer service, I really appreciate it.
[AGENT][NEUTRAL] OK, alright, hang on one second I was.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Before I get you transferred, is there anything else in group billing I can help you with?
[CUSTOMER][NEUTRAL] No, that would be it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. I have an insured on the phone that's um got some questions regarding what are um
[AGENT][NEUTRAL] The coverage on her policy.
[CUSTOMER][NEUTRAL] OK, um, what's the policy number?
[AGENT][NEUTRAL] 256.
[AGENT][NEUTRAL] 0778.
[CUSTOMER][NEUTRAL] Alright, and she has questions about her coverage or like premiums and stuff.
[AGENT][NEUTRAL] Yeah, no, premiums, I answered that one, she's um like what, um, the plan that she signed up for.
[CUSTOMER][NEUTRAL] OK, um, [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, I can tell her like what plan of stuff but I don't know anything about the actual benefits.
[AGENT][NEUTRAL] Uh, she didn't say anything about benefits.
[CUSTOMER][NEUTRAL] OK, alrighty, um, did you get a callback number?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It's what's on [PII] I'm assuming she was originally transferred from claims and [PII] did not, she just said she verified the information. I don't know what that means coming from claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Here she comes.
[CUSTOMER][NEUTRAL] OK