AccountId: 011433970860
ContactId: 08a51a2d-bb7a-4d24-89c6-42e15db58fd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516030 ms
Total Talk Time (AGENT): 209585 ms
Total Talk Time (CUSTOMER): 224447 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/08a51a2d-bb7a-4d24-89c6-42e15db58fd6_20250307T16:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is uh [PII] and my uh policy number. I have a couple of them but one of them is uh 9LS1.
[CUSTOMER][NEUTRAL] 79923
[CUSTOMER][NEUTRAL] But really I guess it's not so much about the policies it's a mailing question can we send um.
[CUSTOMER][NEGATIVE] Y'all take overnight delivers, and I just want to mail the mails are getting so slow. It's not due yet, but I want to send the payment over overnight, but some places you have to send to a different address if you send something overnight.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] That's right, and you know what else we can do is we can take payment over the phone with the credit card.
[AGENT][POSITIVE] If you would prefer to do, that's actually the easiest and quickest.
[CUSTOMER][NEUTRAL] Oh, OK, yes sir.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] You don't have to worry about paying for that overnight.
[CUSTOMER][NEUTRAL] Yeah, how do I do that? Because it's because there's nothing on the left.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Let me, um.
[CUSTOMER][NEUTRAL] I've got 2 policies.
[AGENT][NEUTRAL] Alright, let me get your policy pulled up. You said that policy number is 9L.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] 17
[CUSTOMER][NEUTRAL] 9923.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Let's see if I can get it to pull up with that policy.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] And what is your date of birth, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your current mailing address, please, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, I know where a meat is.
[CUSTOMER][NEUTRAL] Yeah, I mean, yeah, or, or as the people up north say Ammony.
[AGENT][NEUTRAL] Um, yeah. No, I'm from [PII]. I'm right next door.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, yeah.
[CUSTOMER][NEUTRAL] You regular
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's right. It's just like you.
[AGENT][NEUTRAL] And what is
[CUSTOMER][NEUTRAL] You know, we call, we call anybody probably know they need as a, as a, as a, as a Yankee, you know.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] No see that that's another whole world, you know.
[AGENT][POSITIVE] That is so right.
[CUSTOMER][NEUTRAL] We don't even know those people.
[AGENT][NEUTRAL] Uh, are they, are they real people?
[CUSTOMER][NEUTRAL] But you
[CUSTOMER][NEGATIVE] I don't know we buy you people. I don't even understand those people up in Northeast have they.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] They don't even have alligators. I don't know what's wrong with them.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] I know you got, you can't live without, I mean, you haven't lived until you live with alligators.
[CUSTOMER][NEUTRAL] You know, I tell, I have some friends up north and I'll tell them I said, thing we, uh, fear the worst down here is snow, I say, because it disturbs the alligators. They don't know what to do and I said, they, they, you open the door after snow. I said, they're all on the front porch, you know.
[AGENT][NEUTRAL] Trying to say let me in, huh?
[CUSTOMER][NEGATIVE] Won't eat breakfast with you.
[CUSTOMER][NEUTRAL] And they they believe that they've been watching swamp people, so they think there's, they think there's millions and millions of alligators standing which weather they all probably.
[AGENT][NEUTRAL] Well, it depends on where you are, right? My, I used to.
[CUSTOMER][NEUTRAL] Yeah, they think we're raising them like pets, you know.
[AGENT][NEUTRAL] Um, we used to live in a small town outside of [PII], and when my son was growing up, he worked on an alligator farm, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I feel you.
[CUSTOMER][NEUTRAL] Yeah, they, they got a big one there around pots too, uh, sea boots so.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Clever, that's, that's probably where he worked too.
[AGENT][POSITIVE] That's right. Mhm. It was.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] So that was, and being from [PII], now that was a little bit of a change, but he loved it.
[CUSTOMER][NEUTRAL] Yeah, that's a little, that's a little change.
[CUSTOMER][NEUTRAL] Yeah, my wife was from from [PII], [PII], and then her family's from the Delta country.
[AGENT][NEUTRAL] Yeah, so see, I'm, I'm right in between that. I'm, I'm right outside of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So we just like home folk.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Does my second policy pull up or you need the number for that?
[AGENT][POSITIVE] I've got your cancer policy and your cancer lump sum policy, so what I can do is I can transfer you to our billing department if you want to just pay that premium with um a credit card, and that's the easiest and quickest way. So when you want to pay the premium by credit card, just call us and we'll take that payment for you.
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Yes sir, I'll pay it card.
[CUSTOMER][NEUTRAL] Yes ma'am, uh.
[CUSTOMER][POSITIVE] Alright, I'd like to do that today if I could.
[AGENT][POSITIVE] It would be my pleasure to, I'll get a representative that can process that payment for you before I transfer you, is there any, and I need a good callback number just in case we get disconnected in the.
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and you know what, we do not have an email on file for you. Would you like for me to add one?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I've got [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Now I still use her email, but is she on any of these policies, she passed away a few years ago.
[AGENT][POSITIVE] Oh, I'm so sorry. Well, we can check that too.
[CUSTOMER][NEUTRAL] I never, I, I still use her email as my.
[AGENT][NEUTRAL] was that
[CUSTOMER][NEUTRAL] I don't know if I ever informed you of that.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] She is not on the policy, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, that's all. I, I, I kind of thought she wasn't, cause I got this many, many years ago when I was teaching school.
[AGENT][NEUTRAL] Yeah, it looks like since [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] So what I can do, let me get that representative for you to process that payment, and it has been a pleasure to assist you. Is there anything else I can help you with before I transfer?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] No, ma'am, that's all thank you ma'am.
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. One moment, please.
[CUSTOMER][NEUTRAL] Sing
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII], I've got an insured on the line that wants to uh make a payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's policy number 86419.
[AGENT][NEUTRAL] [PII], he's got 2 policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's that the policy?
[AGENT][NEUTRAL] And he wants to make a payment, uh, 86419. 0, that's the same one. Hang on, I'm sorry. Yeah, the policy is.
[AGENT][NEUTRAL] 137019
[CUSTOMER][NEUTRAL] 127019.
[AGENT][NEUTRAL] 137019.
[CUSTOMER][NEUTRAL] 137
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII], and I verified all this information.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right, let me get him on the line. You want his callback number just in case?
[CUSTOMER][NEUTRAL] Is it the same one on the policy?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um, no, that's fine. I have it there.
[AGENT][POSITIVE] Alright, thank you, [PII]. Let me get him on the line. Hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Mr. [PII], I have [PII] on the line and she's going to assist you with processing that payment. Have a great weekend.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Hey Mr. [PII], I have the total amount you're wanting to pay is $519.95 is that correct? Yes, yes ma'am. Alright, let me finish getting this all entered real quick.
[CUSTOMER][NEUTRAL] Just bear with me.