AccountId: 011433970860
ContactId: 06bcbd6a-8fa8-4ac0-bc26-9a4ef64e678c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 751239 ms
Total Talk Time (AGENT): 285137 ms
Total Talk Time (CUSTOMER): 352752 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/06bcbd6a-8fa8-4ac0-bc26-9a4ef64e678c_20250604T21:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I have an insured on the phone. She's wanted to make a payment over the phone because uh her banking information has changed, but I'm gonna send her a bank draft form.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, so she can email that back to us, but.
[AGENT][NEUTRAL] What's, what's that policy number, love?
[CUSTOMER][NEUTRAL] 154208, she's gonna go ahead and make a payment because she don't want the policy to lapse.
[AGENT][POSITIVE] Absolutely, just give me one second here.
[CUSTOMER][NEUTRAL] And I will tell you, uh, she did ask in regards to benefits so she can up it so you might have to transfer to customer service after helping her with the payment just an FYI.
[AGENT][NEUTRAL] OK, let's see. What's your name?
[CUSTOMER][NEUTRAL] What? Ah.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or I can read my own handwriting 1695.
[AGENT][NEUTRAL] OK, 2 weeks.
[CUSTOMER][NEUTRAL] Oh wait, no, 769 5.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That's horrible.
[CUSTOMER][NEGATIVE] I cannot read my own handwriting.
[AGENT][NEGATIVE] I have to use the uh the notes thing on the computer because I wouldn't be able to write it down that fast and I would definitely make it such a mess of it.
[AGENT][NEUTRAL] Policy 15428 OK.
[CUSTOMER][NEUTRAL] It was
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Hello? Oh no.
[AGENT][NEUTRAL] If you want you can switch her over I'm not able to hear you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is [PII] in the billing department. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you [PII]?
[AGENT][POSITIVE] I'm doing well. I understand you're wanting to pay on your policy.
[CUSTOMER][NEUTRAL] I need to see, I changed checking account and I don't want to be without paying my premium. I don't want to be dropped after being in there since [PII] and see, my checking account got compromised and so my bank closed that account out and I, they gave me a new number and I was just trying to get a new number, but I want to go ahead on to pay June payment in case I don't have those documents in time because the note gonna come out. I think she said the [PII].
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] Yes, ma'am, I can help you with that.
[CUSTOMER][NEGATIVE] And so that way I'll be paid for, for June because she's mailing it to me because that internet don't work good. I'm in a rural area with senior citizen and I don't, I, I like to pay myself on time. I want to pay it right now.
[AGENT][NEUTRAL] Oh, yes, ma'am, I understand. Are you wanting to pay the $5.30?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, so she gave me policy 154208.
[CUSTOMER][NEUTRAL] And so, uh, wait a minute, so you gonna still.
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] I apologize, I didn't mean to interrupt you. I have 154208.
[CUSTOMER][NEUTRAL] 154208 so what is L 18332?
[AGENT][NEUTRAL] Um, I'm not sure. Let me see if I can find that out for you.
[AGENT][NEUTRAL] It might have been what you're since you've been with us so long, it might have been what you what you're um.
[AGENT][NEUTRAL] Number might have been initially let's see when you first started.
[CUSTOMER][NEUTRAL] Uh-huh, because it was on my bank statement.
[CUSTOMER][NEUTRAL] Yeah, so I'm gonna be getting new statements now, but it'll be from the same bank and so let that date you're gonna put the date around what?
[AGENT][NEUTRAL] What was that number again, Mr. [PII]?
[CUSTOMER][NEUTRAL] L [PII]
[AGENT][NEUTRAL] Alright, well, I have something similar to that. It says 918883382 that looks like it says a member ID number.
[AGENT][NEUTRAL] That might have been your number with your employer at one time.
[CUSTOMER][NEUTRAL] Oh, so my
[CUSTOMER][NEUTRAL] And that might have been a code number coming out from my bank too.
[CUSTOMER][NEUTRAL] You think, cause I got it.
[AGENT][NEUTRAL] No ma'am, that would definitely be something with us or your employer because it says member ID number here it wouldn't have anything to do with your bank.
[CUSTOMER][NEUTRAL] Oh, that's probably what the plant was giving us. OK, so I don't need that no more. My policy number. My policy number is 154208.
[AGENT][POSITIVE] Yes ma'am, so if you want I can get that card number from you and we can get this process started for you.
[CUSTOMER][POSITIVE] It's probably the the top.
[CUSTOMER][NEUTRAL] So this change my due date?
[AGENT][NEUTRAL] No, ma'am, it will not change you, well, it'll, it's it, yes, ma'am.
[CUSTOMER][NEUTRAL] When I pay it today?
[CUSTOMER][NEUTRAL] OK, and so when y'all get the direct thing I got to put the [PII] on there right now. I gotta put the [PII] longest.
[CUSTOMER][NEUTRAL] The earlier the better. I wanted to go ahead on to somebody earlier that way my bills will be paid when I get my Social Security check. So the [PII] will still be fine.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Yes ma'am, I can get that processed for you right now.
[CUSTOMER][NEUTRAL] Yeah, let's, let's use the [PII] and then I won't be due until uh [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Right.
[AGENT][NEUTRAL] All right, so, uh, well, it would be, I think, I think it's mid July, I believe, but yes, ma'am, you wouldn't need to do till July. I'm ready for that card number whenever you are.
[CUSTOMER][POSITIVE] I'm ready. I'm, I'm good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That should come up people think.
[AGENT][NEUTRAL] No ma'am, I would need a card number. Is that your um routing number?
[CUSTOMER][NEUTRAL] Oh, I'm gonna need this information on the paper that's coming in the mail, aren't I? See, I'm getting confused. That's what I'm gonna need. OK, I'm gonna probably need that and a blank check or something. I got you need a credit card. I'm ready.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. What's that number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's Discover.
[AGENT][NEUTRAL] Miss [PII], let me go over that number with you one more time because I'm what I'm getting, I might not have entered something correctly. I have [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I think maybe [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, that was my fault. I apologize. All right, that took that one. OK, what's that expiration date?
[CUSTOMER][NEUTRAL] That's OK. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That security code on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And I have a charge for $5.30 and what I'll do is once I have this processed, I can give you an authorization number.
[CUSTOMER][NEUTRAL] OK, that'll work.
[CUSTOMER][NEGATIVE] Yeah they the poor thing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Today.
[AGENT][NEUTRAL] I apologize. I pulled up the wrong.
[CUSTOMER][POSITIVE] I'm glad that they got changed that on the [PII] or [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's just taking a minute to pull up that authorization number. OK, I have 004.
[CUSTOMER][NEUTRAL] That's OK, OK.
[CUSTOMER][NEGATIVE] Oh, the phone broke up, started.
[AGENT][NEUTRAL] 11
[AGENT][NEUTRAL] Oh, it's 00.
[CUSTOMER][NEUTRAL] Can you start over my phone out uh-huh 00.
[AGENT][NEUTRAL] 411.
[CUSTOMER][NEUTRAL] 411.
[AGENT][NEUTRAL] And then the letter R as in Robert.
[CUSTOMER][NEUTRAL] OK, that's my confirmation number on.
[AGENT][NEUTRAL] I can also send it to a receipt to your email that we have on file. Would that be alright?
[CUSTOMER][NEUTRAL] Before.
[CUSTOMER][NEUTRAL] Yes ma'am, you got [PII].
[AGENT][NEUTRAL] I do, so I'll get that sent over to you.
[CUSTOMER][NEGATIVE] Yeah, that'll be fine. I don't know when I'm gonna get it though. Sometimes my email don't come. The internet won't even come on. One time I let it buff all night. It's crazy. They need internet in everybody's home nowadays.
[AGENT][NEGATIVE] Oh dear.
[AGENT][POSITIVE] Yeah, they definitely need to get that updated for you.
[CUSTOMER][NEUTRAL] And so, so can you mail me?
[CUSTOMER][NEUTRAL] Yeah, so can you mail me another copy of my policy under my new married name now since that first husband is dead anyway.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So the name is [PII]. I'm [PII] now.
[AGENT][NEUTRAL] Yes ma'am, you're wanting a a policy mailed to your new address or just that receipt?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Well, if you, you can, yeah, you can just send that, send the receipt too then I get it all in the mail cause the internet don't work. I'll be trying to go somewhere, sit in front of somebody's house. That's too much stress for somebody in their [PII], you know.
[AGENT][POSITIVE] Oh yes ma'am, I do understand.
[CUSTOMER][NEUTRAL] She be telling us to do all that. Every, everybody, our senior citizens can't do that stuff.
[AGENT][NEUTRAL] So I won't be able to send the receipt in the mail like the US Postal Service I was able to send it to your email, but you're wanting your policy mailed as well?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, let me, um, I apologize to have to transfer you one more time, but since I'm just in the billing department I wouldn't be able to send your policy. Let me get you over to the customer service department and they can help you out with that, uh, getting that in the mail for you.
[CUSTOMER][NEUTRAL] And see, I told her to put it on the middle while I had her. She said, no, they can all do it in there. That's what she told me, uh-huh.
[AGENT][POSITIVE] Oh, I'm so sorry about that. Yes, ma'am, I just worked with billing.
[CUSTOMER][NEUTRAL] I asked her to do it too. I said, will you go on to do that, ma'am.
[AGENT][NEUTRAL] I was just saying I apologize that I, I just work with the billing.
[CUSTOMER][NEUTRAL] Say that
[CUSTOMER][NEUTRAL] OK, she sure did. She, she got to do her job cause you and Billy.
[CUSTOMER][NEUTRAL] Look, you know, uh, can you go ahead on and send that out to me.
[AGENT][POSITIVE] All right. Give me one second, Ms. [PII]. It it was a pleasure speaking with you.
[CUSTOMER][POSITIVE] OK, and thank you and thank you so much and so she can so she can also send me stuff that I need that she need with my checking account, right?
[AGENT][NEUTRAL] I believe so, yes, ma'am. Well, the one that uh transferred you to me, she's gonna get that out in the mail to you.
[CUSTOMER][NEUTRAL] Bec[PII] I'm that direct.
[CUSTOMER][POSITIVE] OK then thank you so much y'all have a blessed evening.
[AGENT][POSITIVE] Yes ma'am one moment I'll get you transferred.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It would be
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] and billing. How are you?
[CUSTOMER][POSITIVE] Hi [PII], I'm doing good how are you doing?
[AGENT][NEUTRAL] I'm well. I've got a very lovely lady named Miss [PII] on the phone. She had to get her banking information changed so she's getting something mailed to her and then she wanted to make a payment, so she was transferred to me and now she's asking for a policy to be mailed to her.
[AGENT][NEUTRAL] And I don't know what to do with that, so.
[AGENT][NEUTRAL] I have to transfer her to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her policy number is 154208.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] And she has been verified.
[CUSTOMER][NEUTRAL] OK, let me pull her up real quick.
[CUSTOMER][NEUTRAL] Miss [PII].
[AGENT][NEUTRAL] Yes, and her phone number that's on file is her callback number.
[CUSTOMER][POSITIVE] OK, thank you so much. You can go ahead and put her through.
[AGENT][POSITIVE] All right. Thank you. She's real sweet. OK, bye-bye.
[CUSTOMER][NEUTRAL] Oh, OK.