AccountId: 011433970860
ContactId: e9596054-6f81-4eda-8f3b-a06715e9817a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146320 ms
Total Talk Time (AGENT): 61081 ms
Total Talk Time (CUSTOMER): 69974 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/e9596054-6f81-4eda-8f3b-a06715e9817a_20250612T20:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. I've got a member on the line. I'm trying to
[CUSTOMER][NEUTRAL] Uh, it looks like she needs to pay for May, um, but the, it's about her bank draft. Can we, I know our phone payments are down, our systems down for phone payments, but can you help me look at this and see what's going on?
[AGENT][POSITIVE] Yeah, sure. I can give my best. Yeah, what's the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 79352.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is this for [PII] [PII], is that right?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I'm on it. Yes, ma'am.
[CUSTOMER][NEUTRAL] So it looks like I guess she still owes May right? so she, she sent in a bank draft updated her bank draft information. I confirmed with her that we have the right account on file so it it's looking like to me can we she'd like to go ahead and draft for May but I don't know what we need to do so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that would be something, um, for the customer service team because they'd have to change that draft.
[AGENT][NEUTRAL] Uh, now, it's set to draft on the [PII], which it's not gonna be till after the [PII], the way that it drafts.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so what, what is it set up now for?
[AGENT][NEUTRAL] It's set up to dry on the [PII] of this month.
[CUSTOMER][NEUTRAL] And is it gonna be drafting for the month of May?
[AGENT][NEUTRAL] It will draft for the month of May. That's correct, yes. So she, she'll draft for the month of May. Yeah, that's typically fine. Yeah, that, that's typically fine. So she's technically not, I would say, behind because she just has a later draft date in the month. Does that make sense? So it will draft for, it will draft in May on [PII].
[CUSTOMER][NEUTRAL] OK, is that typically in the arrears? OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK, it will draft [PII] for the month of May service correct?
[AGENT][POSITIVE] Yes, yeah, I'm sorry. Yes, not me. That's correct. You're right. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, just wanted to
[AGENT][NEUTRAL] It's a long day. I'm sorry, girl.
[CUSTOMER][POSITIVE] Oh, I totally get it. I'm so ready for Friday and the weekend, so.
[AGENT][POSITIVE] I know, I know, sweetie. You have a good afternoon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Bye bye