AccountId: 011433970860
ContactId: 09b13aa9-2093-4365-bf5d-1f514f7b5863
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356630 ms
Total Talk Time (AGENT): 98536 ms
Total Talk Time (CUSTOMER): 121279 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/09b13aa9-2093-4365-bf5d-1f514f7b5863_20250602T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hey, um, I have a member on the line that she would like to make a payment. She's not the main holder, but she's been calling before to make the payments on this policy. Um, now she is the beneficiary, but it looks like she has been making payments for the past month. So if you can help her just with the payment, I did not release any information. She just needs to make that payment.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] It's 772-751.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 18,480. OK, let me get that pulled up.
[AGENT][NEUTRAL] And what's her name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What in the world?
[AGENT][NEUTRAL] OK, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK, here she comes. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Thank you for holding and being patient for you, Mr. [PII]. I got Ms. [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][POSITIVE] OK. Have a good day.
[AGENT][NEUTRAL] Hi, this is [PII] in billing department. I'm speaking with [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right. So I understand you wanted to go ahead and make the quarterly payment um on the policy uh for [PII], and that was 18,480.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, you ready?
[AGENT][NEUTRAL] Alright, give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, uh, can I give you my check my check?
[AGENT][NEUTRAL] Uh, we can't take a, uh, check out, we can't take a check like over the phone. It has to be a credit or debit card.
[CUSTOMER][NEUTRAL] Take it out of my check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK alright let me get my card out hold on just a minute.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Uh, it's a Visa.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And the expiration date?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And the three-digit security code on the back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and uh would you like a copy of this receipt uh emailed or just a confirmation number over the phone?
[CUSTOMER][NEUTRAL] You can just give me a confirmation number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, and that payment was successful getting the confirmation number for you.
[AGENT][NEUTRAL] Alright, that confirmation number is 030548.
[CUSTOMER][NEUTRAL] 0, wait, wait, 0, start over again. I'm sorry, I messed up. 0, what?
[AGENT][NEUTRAL] OK. 030.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 54.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A as in Alpha.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and that's yep.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well, thank you, ma'am.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, I was.
[CUSTOMER][NEGATIVE] I was thinking about having it sent, uh, and it'd be easier for me to pay it if because I forget about it, uh, every, every month, but they sent me a paper and I never did get it fixed out so uh just keep on sending it every 3 months.
[CUSTOMER][POSITIVE] That'd be all right.
[AGENT][NEUTRAL] OK, did you want me to have them send you another bank draft form?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Yeah, you can because I I'd I'd rather it come out, you know.
[CUSTOMER][NEUTRAL] So that, so
[AGENT][NEUTRAL] OK, all right, yeah, I'll go ahead and request the, the, the customer service send you another bank draft form, and then if you just fill that out and send it back to us, um, it'll, we'll have it uh drafted from your bank on the day that you choose.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][POSITIVE] No problem. Thank you for calling HTL. Hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.