AccountId: 011433970860
ContactId: 022ff163-bac3-4852-947c-9f58148adfb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 654400 ms
Total Talk Time (AGENT): 358272 ms
Total Talk Time (CUSTOMER): 167945 ms
Interruptions: 8
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/022ff163-bac3-4852-947c-9f58148adfb8_20250421T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, hey, [PII], it's [PII]. How are you?
[AGENT][POSITIVE] Hey [PII], I'm good how are you?
[CUSTOMER][POSITIVE] I'm good thank you. I have an insured on the line who's wanting to make a payment over the phone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, let me get to BTPHR. OK, what's the policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 261-588-0 for Miss [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And she is verified she was thinking she says someone told her that she could pay online in the OSC.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] But I told her that was, she could not. I explained to her she couldn't, so.
[AGENT][NEUTRAL] Mm mm. No, I don't know. OK, good. I'm not sure who told her that, but
[CUSTOMER][NEUTRAL] Yeah, I don't, I, I don't, I don't know. Yeah, I don't know either, and I can't tell by the notes, so we know, yeah, she just wants to make a payment over the phone.
[AGENT][POSITIVE] But I can get her taken care of.
[AGENT][POSITIVE] OK, I can definitely help her with that. And you can go ahead and put her through.
[CUSTOMER][NEUTRAL] Alright, well thank you so much and the phone number that's in the system, yeah, OK, I will, and [PII], the phone that's in phone number in line is the same one that she gave me as her callback number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK perfect I got it.
[CUSTOMER][POSITIVE] All right. Thank you so much. Have a great afternoon.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Thank you, [PII]. One moment. Here comes Ms. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with Miss [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi Ms. [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Good, so, um, [PII] sent you over to me, um letting me know that you wanted to make a payment for your policy, is that right?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, yes ma'am, I can definitely help you with that. um I do have your policy pulled up um so I'm just entering in this information real quick so that we can get that payment processed. Just give me one moment.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and it looks like your policy is paid to [PII], so it looks like.
[AGENT][NEUTRAL] We actually have your policy set up on quarterly I believe yes, so we should just be due um the one payment of 7182 and that should cover you uh let's see.
[AGENT][NEUTRAL] That should cover you to 41 um and you should be receiving your bills in the mail. Let's see, do you want to go ahead and pay for the 1st and 2nd quarter or how do you wanna do that? What payment would you like to make?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] What is that monthly rate that you're seeing?
[AGENT][NEUTRAL] Let me see, let me figure that out real quick because it's got the quarterly rate in here is 7182, so let's see.
[CUSTOMER][NEGATIVE] Yeah, that doesn't sound right.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that's, that's double what they tell me. They said it's gonna be 11 bucks and some odd cents.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, you're right. I was looking at the frequency wrong. I'm sorry, they have it set up. It looks like it's semiannually, and so it looks like it was 1197. Is that, is that.
[AGENT][NEUTRAL] What they told you, that should be what it is.
[CUSTOMER][POSITIVE] Yeah, yeah, that sounds about right, yeah.
[AGENT][POSITIVE] I apologize. Yes, ma'am. I'm sorry about that. I was looking at the um.
[AGENT][NEUTRAL] I was looking at the frequency wrong so that's my mistake so um let's see.
[AGENT][NEUTRAL] So yes, so it'll actually be 6 months of of premium so it's semiannual, so the [PII] um is gonna be for 6 months.
[CUSTOMER][NEUTRAL] OK, yeah, that's that's what, uh, OK.
[AGENT][NEUTRAL] OK, and so that will pay you to [PII], OK?
[AGENT][POSITIVE] All right, so I've got everything entered in here and I am ready for your card number whenever you're ready.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Expiration [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. Let me complete that payment real quick and I'll give you a confirmation number.
[CUSTOMER][NEUTRAL] Can you send it an email? Can you send confirmation in an email?
[AGENT][NEUTRAL] Yes ma'am, I sure can. Let me make sure I believe [PII] verified that information. Let me just confirm, um, we've got [PII], is that correct?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, yes ma'am I can email you a receipt to that email address, OK? So I'm gonna go ahead and put that in and you should get that here in just a moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, do you wanna stay on the line to make sure you received it?
[CUSTOMER][NEUTRAL] Alright, so we'll um.
[CUSTOMER][POSITIVE] Yes, we don't mind.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, um, get this.
[AGENT][NEUTRAL] I just sent it.
[CUSTOMER][NEUTRAL] New policy number you said it was 2,615,880.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, that's i[PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I just sent that confirmation um receipt so you should get that um any any moment.
[CUSTOMER][NEUTRAL] OK, and on this next um billing, which will be somewhere around December I suppose um will you be sending out those policy documents and will you be able to set up auto pay with a credit card or no?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so we can't set up auto pay with a credit card if you wanted to, um, make a payment by credit card, you would have to call in to do so. Um, we will send out a bill though, um, so you'll get a bill in the mail, um, and it'll have a due date, you know, when your when your premium is due and so you can use that, you know, and then call in if you wanna make that payment over the phone.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, and then you were asking about the policy documents let me see, that's usually um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's usually something that our customer service department sets up. Let me see.
[CUSTOMER][NEUTRAL] Yeah, I can mail.
[AGENT][NEUTRAL] One second, let me um check with someone real quick in customer service and see um how that works and how that information gets sent out. Give me just a moment.
[AGENT][NEUTRAL] OK, give me one moment I'm checking with someone to get a response on that, uh, policy documents for this new policy, so, um.
[AGENT][NEUTRAL] And did you, uh, were you able to see if you got that um receipt yet?
[CUSTOMER][NEUTRAL] I still have that receipt.
[CUSTOMER][NEUTRAL] I have not, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me see. Might check, just double check and see if it went to spam, um.
[CUSTOMER][NEUTRAL] I just did that.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Yeah, I did, um.
[AGENT][NEUTRAL] I'm gonna see if I can send another one so I've got [PII].
[AGENT][NEUTRAL] [PII] [PII] let me send it again just in case.
[AGENT][POSITIVE] OK, hopefully that one will go through.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If for some reason it doesn't go through um this time I'll send it a different way our system prompts us um to just input your email and it can send it but if that doesn't work, if you still don't get it I'll download it so that I can um.
[AGENT][NEUTRAL] Email it to you through my email address.
[AGENT][NEUTRAL] Not sure how long they typically take to to go through so that could be um.
[AGENT][NEUTRAL] Part of it also if it takes a few minutes.
[CUSTOMER][NEUTRAL] OK, I see it in here on hold. I got it. uh, I had to open up our other filter because it doesn't send me an email. I don't think real often telling me what's on hold, so I do have it and I'll, I'll redirect that to my inbox.
[AGENT][POSITIVE] OK. OK, great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Perfect. OK, um, and so customer service just let me know that looks like you should be uh should be able to view your policy documents online in our OSC. Um, it looks like looks like we had a statement that you had elected electronic delivery of your policy documents. So if you log into our OSC you should be able to access, um, download or print those online if you'd like.
[CUSTOMER][POSITIVE] OK, I just created that account so thank you I appreciate that.
[AGENT][POSITIVE] Perfect. Awesome. Well, Ms. [PII], if you have any other questions, um, just feel free to let us know. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you've been very good thank you.
[AGENT][POSITIVE] OK, you're very welcome. Well thank you so much for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.