AccountId: 011433970860
ContactId: ed43915c-5be1-4ec3-80a9-7d4e136e7a0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 488799 ms
Total Talk Time (AGENT): 85959 ms
Total Talk Time (CUSTOMER): 97242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/ed43915c-5be1-4ec3-80a9-7d4e136e7a0f_20250606T20:10_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. My policy number is 00085230.
[CUSTOMER][NEUTRAL] And I sure thought I'd paid this. I got a note saying that although the premium due on the uh policy was wasn't received during the grace period, so I'm trying to make sure that I uh.
[CUSTOMER][NEGATIVE] If I didn't pay it and it didn't say how much uh.
[CUSTOMER][NEUTRAL] The thing that should be.
[AGENT][NEUTRAL] OK, um, let me see.
[AGENT][NEUTRAL] Um, let me get you to our billing department and they'll be able to help with that. Um, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] And then, what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And then do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me put you on a brief hold, um, and then I'll see which department to get you to. Hold on one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][POSITIVE] OK, I'm so sorry about that. I was just trying to make sure I was getting you to the right place. Do you want, so do you have the letter in front of you?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, um, does it, it should show monthly premium up there at 69.94 in the top right corner.
[CUSTOMER][NEUTRAL] 00, OK, yes, I see that now.
[AGENT][NEUTRAL] OK, and do you want to just, do you want to mail that into us? You have until [PII].
[CUSTOMER][NEUTRAL] Today
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] 0, uh, 630. 0 yeah, um.
[AGENT][NEUTRAL] So you would have to pay.
[CUSTOMER][NEUTRAL] I was uh
[CUSTOMER][NEUTRAL] OK, what, um, I usually pay more than just one month.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And so uh it it doesn't show um.
[CUSTOMER][NEUTRAL] You know what what it would be if I did quarterly or semiannual.
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] Or annual.
[AGENT][NEUTRAL] Looks like
[AGENT][NEUTRAL] So if you wanted to pay for April, May, and June and and pay quarterly.
[AGENT][NEUTRAL] Then it would be.
[AGENT][NEUTRAL] 209 82.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you wanted to do for 6 months.
[AGENT][NEUTRAL] It'd be double that, which is 4 1864.
[CUSTOMER][NEUTRAL] OK, I think I'll do that.
[CUSTOMER][NEUTRAL] And I just send it to uh you think.
[AGENT][NEUTRAL] OK, and then
[AGENT][NEUTRAL] Yeah, just send it to the address that's on that statement.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, do I need to do anything else?
[AGENT][NEUTRAL] No, that should be it. We'll get that reinstated once we receive that payment. Um, just be sure and send it as soon as you can because you do have till [PII], so.
[CUSTOMER][POSITIVE] I'll get ready to go today. Thank you.
[AGENT][NEUTRAL] OK, anything else I can help with, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK. Well, thank you, thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you. Bye bye.