AccountId: 011433970860
ContactId: 0a3c7ee8-d8df-40fe-8660-7c4874ddb346
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 753659 ms
Total Talk Time (AGENT): 225891 ms
Total Talk Time (CUSTOMER): 322698 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/0a3c7ee8-d8df-40fe-8660-7c4874ddb346_20250107T22:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I got disconnected a while ago. I was talking to a client.
[AGENT][NEUTRAL] OK. Um, do you remember the name of who you were speaking to?
[CUSTOMER][NEUTRAL] No, I forgot.
[AGENT][NEUTRAL] It's OK. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Let me get back up again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I was trying to make a payment on my account.
[AGENT][NEUTRAL] OK. Did they try to transfer you over or you were in the middle of um verification?
[CUSTOMER][NEUTRAL] It's 242.
[CUSTOMER][NEUTRAL] 579 1
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you, Miss [PII].
[AGENT][NEUTRAL] OK. So it looks like she verified the um mailing address and email address, is that correct?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. So let me get the group billing departments to take that payment for you, OK? And you're gonna be using a debit card or credit card?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. And there's no extra charge. So let me go ahead and get them on the line for you, OK? One moment.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Thank you for calling HTO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Hi, so, what's up?
[AGENT][NEUTRAL] OK, um, I have a member on the line that she would like to make a payment, um, over the phone.
[CUSTOMER][NEUTRAL] OK, and what's your name?
[AGENT][POSITIVE] Uh her name is [PII], what's her name? I'm so sorry.
[AGENT][NEUTRAL] Um, another screen. Give me just a second. I cannot see her name here. OK. Um, Miss [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, you know what, bear with me just a second because this.
[AGENT][POSITIVE] Well been active.
[AGENT][NEUTRAL] No, it's showing that it's terminated.
[AGENT][NEUTRAL] You know what, let me get with customer service first because it's showing that it's terminated, so it's not gonna let you take the payment.
[CUSTOMER][POSITIVE] OK. All right. Well, yeah, if you need me you can just, uh, you can just let me know. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Gotcha. OK, thank you. I'm so sorry. Have a good afternoon. Bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bringing.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you yourself?
[AGENT][NEUTRAL] I'm good, thank you, thank you. Um, I have a member on the line that she's calling because she wanted to make a credit card payment uh for her policy, but the policy is terminated. So we need to take care of that first and see if she can do the payment, um.
[AGENT][NEUTRAL] The policy number she's calling on behalf of is 242-5791.
[CUSTOMER][NEUTRAL] Why does that policy number sound familiar?
[AGENT][NEUTRAL] Uh, because, um, uh, [PII] was trying to transfer her when she got disconnected, so probably that's it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm thinking
[CUSTOMER][NEUTRAL] OK, we have not, uh, issued the that's one of those policies that is transferring over to a GPC 24 and we have not gotten that reissued yet, um.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Oh, OK. So right now she cannot make that payment, I guess.
[CUSTOMER][NEUTRAL] No. Um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Does she want to pay an annual premium or?
[AGENT][NEGATIVE] I'm not, she just said she wanted to make a payment. I don't really go over what type of payment. She just, yeah, I just asked her if it was gonna be a credit card payment and she said yes, but yeah, I saw that it was terminated, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Why did they have to make everything so difficult?
[CUSTOMER][NEUTRAL] Texas A.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 24, yes.
[AGENT][POSITIVE] I think we need to become computers, you know, get upgraded and updated.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] I, I wish they wouldn't quit changing things.
[AGENT][POSITIVE] Yeah, I know, I understand because that's how I feel. I feel, oh my God, I'm so updated.
[CUSTOMER][NEUTRAL] For APL and E.
[AGENT][NEGATIVE] I'm so out of date. I'm like, mm.
[CUSTOMER][NEUTRAL] 1829 0 no.
[CUSTOMER][NEUTRAL] 1 11829687.
[CUSTOMER][NEUTRAL] Uh 3.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] 18792.
[CUSTOMER][NEUTRAL] Just try this goes through.
[CUSTOMER][NEUTRAL] Let's see, I'm almost there.
[CUSTOMER][NEUTRAL] OK, I've got it issued um.
[CUSTOMER][NEUTRAL] If if you wanna send her to me, I can send her the billing or you can send her the billing either way it doesn't matter to me.
[AGENT][NEUTRAL] I can go ahead and send her to billing since I said that I was gonna transfer the call to billing. OK, so let me go ahead and get them on the line. OK, thank you.
[CUSTOMER][NEUTRAL] OK. He, wait, wait, wait, wait, wait, her, her, her, her, her new policy number is 258.
[AGENT][NEUTRAL] Yeah, uh-huh, yeah.
[AGENT][NEUTRAL] Oh, there's another one. OK, 258. OK.
[CUSTOMER][NEUTRAL] 4413.
[AGENT][POSITIVE] OK. 584-413. OK, so I'll go ahead and give her that number as well for future. OK, thank you so much. Let me get this uh the billing department so she can take a payment. Thank you. Have a good afternoon. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right thank you you too mhm bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good. How are you been?
[AGENT][NEUTRAL] I'm good. Um, I have a member on the line that needs to make a credit card payment.
[CUSTOMER][NEUTRAL] Oh dear, OK, give me one second.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, let's see here what is the uh policy or is it a group or a policy?
[AGENT][NEUTRAL] Uh, policy, policy number is 2584413.
[CUSTOMER][NEUTRAL] And the name
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And is the number on the screen the one she gave you for a call back?
[AGENT][NEUTRAL] Yes
[CUSTOMER][POSITIVE] All right. I'm ready for it whenever you are.
[AGENT][POSITIVE] OK dokey, here she comes. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. I got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, thank you very much.
[AGENT][POSITIVE] OK. You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Mm bye-bye.
[CUSTOMER][NEUTRAL] Hi Miss [PII], this is [PII] in the billing department. I understand you want to make a payment on your policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. Looks here like you pay annually?
[CUSTOMER][NEGATIVE] Well, they told me yesterday that I need to pay $46 for, I was paying annually in March. It probably be due in March, but something happened to my policy got.
[CUSTOMER][NEGATIVE] Collapse. And so I had to do, get it back started again so they told me I had to make a payment of $46 for the 3 months and they get a call back up in March.
[CUSTOMER][NEUTRAL] OK, let me look into this just one moment, let's see here.
[CUSTOMER][NEUTRAL] OK, I do see the old policy and it looks like they've created a new one that would uh start with the effective date of [PII]. However, they have you set up currently on one annual payment.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And I didn't know all this was going on. I thought, I thought I was still on the old, the old one.
[CUSTOMER][NEUTRAL] Yes ma'am, I didn't know. And then I read did the on the portal where I signed.
[CUSTOMER][NEUTRAL] For it, I don't know. I don't know what happened.
[CUSTOMER][NEUTRAL] Well, it looks like there's no lapse. It's just a new policy. Uh, let's see here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It looks like they just created a new one.
[CUSTOMER][NEUTRAL] Yes, ma'am. So the last one, it was effective until [PII] and this one is effective starting [PII]. So there's no lapse in coverage. Uh, however, I'll figure out.
[CUSTOMER][NEUTRAL] Because it has you set up on one annual payment rather than quarterly payments.
[CUSTOMER][NEUTRAL] And I'm not sure.
[CUSTOMER][NEUTRAL] So how much do I need to pay for December?
[CUSTOMER][NEUTRAL] Well, the annual payment.
[CUSTOMER][NEUTRAL] I apologize. What were you saying, Miss [PII]?
[CUSTOMER][NEUTRAL] I talked to [PII] yesterday and she told me to pay 3 months and get back to the annual for March.
[CUSTOMER][NEUTRAL] Yes ma'am, 46 something.
[CUSTOMER][NEUTRAL] You see what I'm talking about. I, yes, ma'am, I do understand if you were to pay quarterly, that's, I believe that's 18792.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Yes, 46904 excuse me, 4698 would be your quarterly payment. 4698. I can, I can take that now and I can just get this, uh, changed over to quarterly.