AccountId: 011433970860
ContactId: 09465f5d-711c-4cc5-ab8c-69c30e2075b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306320 ms
Total Talk Time (AGENT): 109589 ms
Total Talk Time (CUSTOMER): 169572 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/09465f5d-711c-4cc5-ab8c-69c30e2075b6_20241230T22:14_UTC.wav
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[CUSTOMER][NEUTRAL] What do you need? I, I'm one.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. This is [PII]. I think my policy is due, so I wanted to check on that.
[AGENT][NEUTRAL] OK, well, I can let you know um if the policy is due, and [PII], may I have a good contact number in case we're disconnected and um your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] Policy number 973044.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, [PII] email address [PII]. I have moved. I can't remember if I've updated that, which I was gonna do today, but um, is it [PII] or [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] OK, uh, [PII], but I do need to change that. I have bought a house and moved.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, congratulations, and what would you like to change the address to? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's in Wits?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Are you saying [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] [PII] [PII] [PII]
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment, pull up the side. You're welcome.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And the um zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So I have [PII].
[CUSTOMER][NEUTRAL] Oh, I think.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] course.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] And I wonder if the bill went to that address and that's why I haven't got it.
[AGENT][NEUTRAL] It may, it probably did.
[AGENT][NEUTRAL] Um, no, you're fine.
[CUSTOMER][NEUTRAL] Uh, I'm sorry. I did an address change, but I'm finding out that um.
[CUSTOMER][NEGATIVE] Uh, they're not doing like they, they should and getting stuff changed and updated.
[AGENT][NEUTRAL] OK, let me just make sure it's saved.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] to do it.
[AGENT][NEUTRAL] OK, so it's saved here, so it's updated now and then let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There was a um an invoice that went out on [PII] for $129.60.
[CUSTOMER][NEUTRAL] Security
[CUSTOMER][POSITIVE] Oh, I'm so glad I called. Can I pay that over the phone?
[AGENT][NEUTRAL] Did you
[AGENT][NEUTRAL] Yes ma'am, um, I can get you to a group billing representative to take that payment. Before I do, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am, is there, is there anything, um, like reimbursements or uh
[CUSTOMER][NEUTRAL] Well, never mind, never mind. Just, yeah, if I could talk to somebody about um
[AGENT][NEUTRAL] You sure?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Making a payment.
[AGENT][POSITIVE] OK. Well, hold on one moment, I'll get a representative for you and thank you so much for calling APL and I hope you have a happy new year.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good how are you?
[AGENT][POSITIVE] I'm doing good. Um, I have an insured on the other line that needs to make a payment.
[CUSTOMER][NEUTRAL] OK, let's see, what is that policy number?
[AGENT][NEUTRAL] It is 973-044.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I've got her pulled up um.
[CUSTOMER][POSITIVE] I think I'm ready for her.
[AGENT][NEUTRAL] Alrighty, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you doing today?