AccountId: 011433970860
ContactId: fc5eccee-a47c-47dd-a67e-d45dd3224edc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128500 ms
Total Talk Time (AGENT): 56010 ms
Total Talk Time (CUSTOMER): 73083 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/fc5eccee-a47c-47dd-a67e-d45dd3224edc_20250616T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, I wanted to get some information on my uh bill. I'm trying to find out when it comes out. I have it. I got it in my calendar, but I think I got two wrong dates.
[AGENT][NEUTRAL] OK, let me look at that for you, ma'am. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 00727573.
[AGENT][POSITIVE] Thank you. Tell me your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ms. [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] All of our customers.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII], and can you also verify your address and your email address for me?
[CUSTOMER][NEUTRAL] My address is [PII] and my uh uh what did you tell me my email is [PII] [PII] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much, Ms. [PII]. And one more thing, let me get a callback number just in case we get disconnected, OK?
[CUSTOMER][NEUTRAL] Area area code [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much, Ms. [PII]. You're calling to see when your bill is due. Is that right?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ma'am,
[AGENT][NEUTRAL] I see that it's gonna draft again and um it's it's already paid to [PII].
[AGENT][NEUTRAL] So it's not gonna draft again and again.
[CUSTOMER][NEUTRAL] And when?
[AGENT][NEUTRAL] On the [PII] of the month, [PII].
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct. Yes, ma'am. For 8940. OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, thank you. You the [PII]?
[AGENT][NEUTRAL] Yes ma'am, that's the amount.
[CUSTOMER][POSITIVE] OK, that's fine. Thank you so much for your time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is that all I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, ma'am, that's all I need today. Thank you.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] You're welcome. You have a great day, Ms. [PII]. Thank you.
[CUSTOMER][POSITIVE] You too, sweetheart. Thank you, bye bye.
[AGENT][NEUTRAL] OK.