AccountId: 011433970860
ContactId: 00d179c3-4281-477f-a347-33c6482faa7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283899 ms
Total Talk Time (AGENT): 134412 ms
Total Talk Time (CUSTOMER): 81324 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/00d179c3-4281-477f-a347-33c6482faa7a_20250304T20:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII]. Um, I haven't received my statement for, um, this, this month because I think it's due [PII].
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK. Um, I can help you as far as your statement goes, Ms. [PII], can you please give me your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 549204
[AGENT][NEUTRAL] OK, let me look that up real quick, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I've got your policy pulled up. Can you please um verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also for security reasons, can you give me your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, I don't have an email, but my address is [PII].
[AGENT][NEUTRAL] OK, thank you so much and then one last verification can you please give me your phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much and if we get disconnected, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][POSITIVE] OK, thank you. I appreciate that.
[AGENT][NEUTRAL] All right, let me look and see.
[AGENT][NEUTRAL] OK, I'm going to go ahead and transfer you on over to customer service so that they can give you a manual statement, Miss Miss um [PII] for your policy. I do see that um it is due on [PII], your premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me sick. Well, our mail back here, I mean, I live in a, in a rural area. Sometimes they deliver, sometimes they don't, and I was getting worried and it
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, I understand. Um, I live in a rural area too, and it's always hit and miss.
[CUSTOMER][NEUTRAL] I know I was just wondering if there would be any way that I could uh do this online.
[AGENT][NEUTRAL] Not the payment, but if you would like to pay it today, I can um transfer you on over to the billing area and let them take your payment over the telephone.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Well, how do I do that? Uh-huh, oh.
[AGENT][NEUTRAL] Would you like that? Um, you can use a card.
[CUSTOMER][NEUTRAL] um, my like a debit?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Yeah, I'd like to because I, it worries me when I don't get my bills paid.
[AGENT][NEUTRAL] Right, I understand. Yes, ma'am. Well, let me go ahead and put you on a brief hold. I'm gonna transfer you on over to the billing department that way they can take your payment over the telephone for you today.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] OK, Ms. [PII], you have a great day.
[CUSTOMER][POSITIVE] Thank you. Thank you for your help.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL it's gonna be a quick hold.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Hey, I've got um Ms. [PII] on the phone. Her policy number is 549204. She didn't receive her statement to pay her bill this month, um, and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she didn't know she could pay over the phone until I said something to her so she'd like to go ahead and pay her premium over the telephone and I did verify her so she's good. OK, thank you, [PII]. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I can definitely help her.
[CUSTOMER][POSITIVE] OK, perfect. Thank you, [PII]. Mhm.