AccountId: 011433970860
ContactId: e361d5c4-4857-48fc-88dc-ef3e0ad15c46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132050 ms
Total Talk Time (AGENT): 50679 ms
Total Talk Time (CUSTOMER): 43098 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/e361d5c4-4857-48fc-88dc-ef3e0ad15c46_20250424T20:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey then I'm just trying to make sure, uh my, my policy is paid up.
[CUSTOMER][NEUTRAL] Uh, can I give you my social?
[AGENT][NEUTRAL] Um, bear with me just a second. Let me go ahead and pull another system where I can use the social, OK?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And for security, may I have your uh date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII] CH [PII] [PII] and [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] OK, so it looks like uh for your premium payment we drafted.
[AGENT][NEUTRAL] the first of each month.
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Um, we draft the first of each month for your payment, so you are up to date.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, when is the next payment due?
[AGENT][NEUTRAL] Let's see. [PII].
[CUSTOMER][NEUTRAL] OK good OK alright well that's what I wanted to know.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today? Bye bye.
[CUSTOMER][POSITIVE] All right. No, ma'am. You have a great day.
[AGENT][POSITIVE] You as well thank you for calling APR. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] You as well bye bye.