AccountId: 011433970860
ContactId: 0581d385-3276-4d75-96f7-9fa85edc0325
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342619 ms
Total Talk Time (AGENT): 159699 ms
Total Talk Time (CUSTOMER): 101668 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0581d385-3276-4d75-96f7-9fa85edc0325_20250204T21:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I would like to pay uh my bill.
[AGENT][NEUTRAL] OK, you're wanting to pay your bill over the phone today, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yes ma'am. Well I can partially help you. What I'm gonna need to do is to pull up your policy information and verify some things first for security, and then I can get you connected with someone who can process your payment.
[AGENT][NEUTRAL] So first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I asked [PII]
[AGENT][POSITIVE] Thank you. And Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Uh, let's say.
[CUSTOMER][NEUTRAL] Will that be the referencing? Wait, wait, policy number, OK, that is 00637822.
[AGENT][NEUTRAL] OK, Ms. [PII], thank you. Give me one moment please to get you all of your information pulled up.
[AGENT][NEUTRAL] OK, Miss [PII], first off, um, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] My date of birth?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Of the policy holder, mine is 112454.
[AGENT][NEUTRAL] OK, and whose name is this policy in and their date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's um [PII].
[CUSTOMER][NEUTRAL] Uh, that's uh [PII].
[AGENT][NEUTRAL] Thank you. And the address on file for this um member?
[AGENT][NEUTRAL] For this policy rather?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then, uh, Mr. [PII]'s phone number?
[CUSTOMER][NEUTRAL] His phone number is [PII], his number is [PII].
[AGENT][NEUTRAL] OK, now we have a different phone number on file.
[AGENT][NEUTRAL] And what is
[CUSTOMER][NEUTRAL] You may have uh
[AGENT][NEUTRAL] Uh-huh. Go ahead.
[CUSTOMER][NEUTRAL] You may have mine which is [PII].
[AGENT][NEUTRAL] OK, is that your landline?
[CUSTOMER][NEUTRAL] Yes, and my uh cell phone number is [PII].
[AGENT][NEUTRAL] Cell phone.
[AGENT][NEUTRAL] It's the one, what is the number that ends in [PII] that you gave me a moment ago?
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] The cellphone.
[AGENT][NEUTRAL] OK, so the number ending in [PII] is the home number and then the other number is your cell number. Is that correct?
[CUSTOMER][POSITIVE] That, that is correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, Ms. [PII], so what I will do is I can get you connected now with someone who can process your payment, uh, before I do that though, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well, thank you so much then for calling APL. I hope you have a very nice evening and if you'll just remain on the line, when I do connect you though, you will not have to re-verify any of the information. I will let them know that that has been done.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, well then, have a nice evening and thank you again for calling.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How about yourself?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm doing good thank you. So I have a um a lady on the line who's wanting to make a payment on this member's policy. It's a it's a life policy.
[AGENT][NEUTRAL] And she's wanting to make a premium payment over the phone.
[CUSTOMER][NEUTRAL] OK, I can help her with that. One moment, let me get a free screen.
[AGENT][NEUTRAL] Uh-huh. Sure.
[AGENT][NEUTRAL] Mhm, I understand that.
[CUSTOMER][NEUTRAL] All right. And what is that policy number and what's the uh policy?
[CUSTOMER][NEUTRAL] I mean, what is the policy, um, person's name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The policy number is 637-822 for [PII].
[AGENT][NEUTRAL] And on the line is [PII].
[AGENT][NEUTRAL] And all information was verified and her cell number with that she's calling from is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, you can send her on.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Then Miss [PII], OK, well then, well, thank you so very much. Have a wonderful rest of your day, male.
[CUSTOMER][POSITIVE] Thank you. You too, [PII]. Thanks. Mhm.
[AGENT][POSITIVE] OK, thank you. You're welcome and thank you too. So here comes Ms [PII].
[CUSTOMER][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.