AccountId: 011433970860
ContactId: 09a0fde7-2940-4b69-9aec-2a28eba4bbce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 638479 ms
Total Talk Time (AGENT): 180207 ms
Total Talk Time (CUSTOMER): 230974 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/09a0fde7-2940-4b69-9aec-2a28eba4bbce_20250325T21:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, um, I'm needing to see about paying my annual premium with y'all. Um, I no longer have checks.
[AGENT][NEUTRAL] OK, um, so you want to do a debit card or credit card payment?
[CUSTOMER][NEGATIVE] Yeah, I couldn't figure out how to, I couldn't figure out how to do it online.
[AGENT][NEUTRAL] Oh, online, we don't take debit cards or credit cards online, um only over the phone. There's no extra charge.
[CUSTOMER][NEUTRAL] Oh, OK. Well, I didn't know what before I called you, I didn't prepare to get my credit card, so I'm gonna walk upstairs and do that real quick. Um, I can give you information, um, you need an account number from me?
[AGENT][POSITIVE] Sure, it's OK. Take your time.
[AGENT][NEUTRAL] Yeah, let me have your name and a callback number just in case. Yes.
[CUSTOMER][NEUTRAL] Um last name is [PII] First name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the account number is um let's see I just threw all my paperwork on the floor.
[CUSTOMER][NEGATIVE] Fell out of the envelope.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] American, let's see I have 2, I think it's this longer 19.
[CUSTOMER][NEUTRAL] H
[CUSTOMER][NEUTRAL] 010.
[CUSTOMER][NEUTRAL] 7820.
[AGENT][NEUTRAL] Um, it's a little bit too long to read the policy number. It's gonna say policy certificate or policy number.
[AGENT][NEUTRAL] Or certificate number.
[CUSTOMER][NEUTRAL] Try this one. I have uh two different ones. 61087.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me try that one and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah. All right, and for security, I need to verify your date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, my mailing address is.
[CUSTOMER][NEUTRAL] Let me see, let me see if I've changed it with y'all yet. I, um.
[CUSTOMER][NEGATIVE] I don't believe I have.
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is that the correct address?
[CUSTOMER][NEUTRAL] No, that's the old address that it's gonna be under.
[AGENT][NEUTRAL] OK. I, I can, we can go ahead and update that. Uh, what's the email address on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And what's the new address so I can update our system.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that is in [PII] and it's [PII] on the end.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Um, you said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that for the one in [PII]?
[CUSTOMER][NEUTRAL] Yes, 7, you know what, let me look up my address. I'm gonna be telling you wrong. I mean my zip code. I may need.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] We, we haven't. Let's do that [PII] sorry [PII] is the zip code.
[AGENT][NEUTRAL] [PII]. 0, OK, yeah, yeah, right. Thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] So I can sound right.
[AGENT][NEUTRAL] And that was [PII], correct? And that's [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh [PII] like the bug.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, so I went ahead and change that. And um are you ready with the credit card information?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK. So let me go ahead and get a um group billing department on the line, a representative to take that payment for you, OK? And um so you're doing the full amount, correct?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, what is it? How much is it?
[AGENT][NEUTRAL] OK, let me get that one moment.
[CUSTOMER][NEUTRAL] I think it's like $40 yeah, I'm doing the full amount. It's only like $40.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, so that's going to be $42 even.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Let me get them on the line to take that payment. OK, one moment.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm OK. How about yourself?
[AGENT][POSITIVE] I'm good, thank you. I have a member on the line, she would like to make a payment over the phone.
[CUSTOMER][NEUTRAL] OK, just a second.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I could remember I don't know what my brain is done for the day. Let's see, oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] It's almost we're almost there, almost there.
[CUSTOMER][NEUTRAL] Yes, OK, what's that policy number?
[AGENT][NEUTRAL] It is um really old. It's 61087.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the name?
[AGENT][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy number?
[AGENT][NEUTRAL] The policy number is 6, yeah. It's OK.
[CUSTOMER][NEUTRAL] You already gave me that. Sorry.
[CUSTOMER][NEGATIVE] I'm telling you my brain I'm done.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] It's all good. I know. What time do you get off at [PII], like me?
[CUSTOMER][NEUTRAL] All right, all right, I guess I am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, we only have 6 minutes. Well, 5 minutes, we'll get in there. We'll get in there.
[CUSTOMER][POSITIVE] Yes, ma'am. OK, I'm ready for it whenever you are.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, here she comes.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Miss [PII]. I got Ms. [PII] on the line. She's in the group billing department and she's gonna assist you with the payment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] from the billing department. So I just wanna verify your callback number just, oh hi, I just wanna make sure I have the right number in case we get disconnected. Is it [PII]?
[CUSTOMER][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, good. I just wanna make sure I have the right number. So would you like to make a payment of quarterly payment, annual payment? What would you like to do today? No, just pay to make the annual payment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And is that the $42?
[CUSTOMER][POSITIVE] That yes that is correct. Yes. OK, 42.
[CUSTOMER][NEUTRAL] And I just want to verify that the policy number she gave me is 061087.
[CUSTOMER][NEUTRAL] 61087 that is correct.
[CUSTOMER][POSITIVE] All right, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] The number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].