AccountId: 011433970860
ContactId: ee6c04c1-dca6-4fff-89a1-35664a0640e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 745150 ms
Total Talk Time (AGENT): 186130 ms
Total Talk Time (CUSTOMER): 163481 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/ee6c04c1-dca6-4fff-89a1-35664a0640e1_20250130T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], my name is [PII]. I'm calling uh about paying my bill. I just need to know when to pay it so I can give you the account number.
[AGENT][NEUTRAL] OK, yeah, let's take a look. I'll go ahead with your policy number.
[CUSTOMER][NEUTRAL] Uh, whatever you need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. 007.
[CUSTOMER][NEUTRAL] 66571.
[AGENT][POSITIVE] All right, thank you so much. Let me just pull this up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then on the account, [PII], if I could just get your uh date of birth, address, and email address, please.
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, what else do you need?
[AGENT][NEUTRAL] Uh, the address and the email address.
[CUSTOMER][NEUTRAL] Oh, OK, OK. The address is [PII]. I shouldn't have an email address on there. I shouldn't have one.
[AGENT][NEUTRAL] OK, alright, did you wanna put one on file or no you prefer not to have one? OK.
[CUSTOMER][NEGATIVE] No, I, no, no, I don't want one, no, no.
[AGENT][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] All right, so let's see.
[AGENT][NEUTRAL] OK, so let me see [PII], if I see any billings in here. You're just looking to see when next quarterly payment's due, right?
[CUSTOMER][POSITIVE] Yes, yes, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now let's see.
[AGENT][NEUTRAL] I haven't found anything yet. I apologize for the wait. Just one second.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Alright, so I don't see anything generated at this point, [PII], so let me reach out to billing and I'll be right back with you, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I know.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I get paid till 4125, so I feel like it'll be due like 3:15.
[AGENT][NEUTRAL] Like, how do we know that?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] So if they wanted to pay their bill, who would they talk to?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right, I'm contacting the.
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] over in customer care. How are you today?
[CUSTOMER][POSITIVE] I'm doing wonderful. How are you? You sound like having a rough day.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm good, thank you. Um, I reached out for help on this. I didn't get a response. I'm hoping you can help me. Can I give you a policy number?
[CUSTOMER][NEUTRAL] Of course. Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Let me get to the right screen.
[CUSTOMER][NEUTRAL] Alright, what's the policy number?
[AGENT][NEUTRAL] It is 766-571.
[CUSTOMER][NEUTRAL] 4 hours roll.
[AGENT][NEUTRAL] Yes, so she's just calling to see when her next bill is due and I'm new and so I was checking guru. I can't find anything. Is there a way that I can see that?
[CUSTOMER][NEUTRAL] Yeah, so let's see, she's paid to April of this year for now. So let me go to PIDAT and see what her pay, so her pay frequency is 4, so she pays, uh, 4 times a year.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, quarterly.
[CUSTOMER][NEUTRAL] So, next, yeah, so her next payment will be due.
[CUSTOMER][NEUTRAL] On March.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Sorry, April.
[CUSTOMER][NEUTRAL] Uh payment payment will be through March.
[CUSTOMER][NEUTRAL] [PII], um, anywhere around there, it'll be considered late by [PII]. So anytime between [PII] and [PII], she can make a payment and yeah, it doesn't look like she's set up for a bank draft, so she'll have to call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you so much. And what screen are you seeing that on?
[CUSTOMER][NEUTRAL] On PIAT.
[AGENT][POSITIVE] Oh, OK, alright, so I did see the paid to date and all of that. I just wasn't like sure on the actual like due date, so I appreciate that and it's the premium, the 10,260, right?
[CUSTOMER][NEUTRAL] Yeah, yeah, um, and also I have, uh, because I'm actually relatively new to I've been here for like 6 months and I have, um, like a document that has all of like the most used lion screen and like what they do and if you want I can email that to you because it helps me. I still have to use it sometimes.
[AGENT][POSITIVE] Awesome, yes, girl, any help I can get, I'm all for it. So yes, I appreciate it so much. Thank you.
[CUSTOMER][NEUTRAL] Yeah, no problem. And is it [PII] at the end?
[AGENT][NEUTRAL] Yeah, and then my last name is [PII]
[CUSTOMER][POSITIVE] OK, yeah, I'll send that to you right now. Uh, it's really helpful. I use it like almost every day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you girl I appreciate you so much thank you.
[CUSTOMER][POSITIVE] Yeah, no problem. If you ever need anything, just let me know, and you can even send me like a message on Teams or anything. I'm happy to help.
[AGENT][POSITIVE] All right. Thank you. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] I apologize for the long hold on that, [PII]. I was having a hard time getting through to somebody. So, uh, the next due date is gonna be [PII] or the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and the payment would be late by the [PII]. Right now the policy is paid through the [PII] and the premium is again the 10,260.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so the next payment is due 321-25.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a wonderful day.
[AGENT][NEUTRAL] You too.