AccountId: 011433970860
ContactId: 0432e7c2-79df-4547-beb5-f2ae7828354c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202309 ms
Total Talk Time (AGENT): 80930 ms
Total Talk Time (CUSTOMER): 95394 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/0432e7c2-79df-4547-beb5-f2ae7828354c_20250107T22:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you, yourself?
[CUSTOMER][NEUTRAL] I'm good, thank you, thank you. Um, I have a member on the line that she's calling because she wanted to make a credit card payment uh for her policy, but the policy is terminated. So we need to take care of that first and see if she can do the payment, um.
[CUSTOMER][NEUTRAL] The policy number she's calling on behalf of is 242-579-1.
[AGENT][NEUTRAL] Why does that policy number sound familiar?
[CUSTOMER][NEUTRAL] Uh, uh, because, um, uh, [PII] was trying to transfer her when she got disconnected, so probably that's it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm thinking
[AGENT][NEUTRAL] OK, we have not, uh, issued the that's one of those policies that is transferring over to AGPC 24 and we have not gotten that reissued yet, um.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, OK. So right now she cannot make it that payment, I guess.
[AGENT][NEUTRAL] No. Um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Does she want to pay an annual premium or?
[CUSTOMER][NEGATIVE] I'm not, she just said she wanted to make a payment. I don't really go over what type of payment. She just, yeah, I just asked her if it was gonna be a credit card payment and she said yes, but yeah, I saw that it was terminated, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Why do they have to make everything so difficult?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] A.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 24, yes.
[CUSTOMER][POSITIVE] I think we need to become computers, you know, get upgraded and updated.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] I, I wish they wouldn't quit changing things.
[CUSTOMER][POSITIVE] Yeah, I know, I understand because that's how I feel. I feel, oh my God, I'm so updated.
[AGENT][NEUTRAL] APLSE.
[CUSTOMER][NEGATIVE] Yeah, I'm so out of date. I'm like, mm mm.
[AGENT][NEUTRAL] 1829. 0 no.
[AGENT][NEUTRAL] 1, 1182968 7.
[AGENT][NEUTRAL] 3.
[AGENT][NEUTRAL] Why
[AGENT][NEUTRAL] 18792.
[AGENT][NEUTRAL] Just try this goes through.
[AGENT][NEUTRAL] Let's see, I'm almost there.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, I've got it issued um.
[AGENT][NEUTRAL] If if you wanna send her to me, I can send her the billing or you can send her to billing either way it doesn't matter to me.
[CUSTOMER][NEUTRAL] I can go ahead and send her to billing since I said that I was gonna transfer the call to billing. OK, so let me go go ahead and get them on the line. OK, thank you.
[AGENT][NEUTRAL] OK. Her, wait, wait, wait, wait, wait. Her, her, her, her, her new policy number is 258.
[CUSTOMER][NEUTRAL] Yeah, uh-huh, yeah.
[CUSTOMER][NEUTRAL] Oh, there's another one. OK. 258. OK.
[AGENT][NEUTRAL] 4413.
[CUSTOMER][POSITIVE] OK. 584-413. OK. So I'll go ahead and give her that number as well for future. OK, thank you so much. Let me get this uh the billing department so she can take a payment. Thank you. Have a good afternoon. You're welcome. Bye-bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, thank you and you too mhm bye.