AccountId: 011433970860
ContactId: 0af5764f-af3f-4bc4-a53f-ea1d587113fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379679 ms
Total Talk Time (AGENT): 211120 ms
Total Talk Time (CUSTOMER): 126429 ms
Interruptions: 4
Overall Sentiment: AGENT=2.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/0af5764f-af3f-4bc4-a53f-ea1d587113fe_20250217T14:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'd like to uh pay my uh.
[CUSTOMER][NEUTRAL] Payment, my, my, my premium payment.
[AGENT][NEUTRAL] OK, so you're wanting to make a premium payment today over the phone, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes ma'am. Well I can partially help you. What I will need to do is to verify your information first for security, and then I can get you connected with someone who would be able to process that payment for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, [PII], what was the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it's um 00603608.
[AGENT][POSITIVE] OK, thank you very much. One moment, please.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], if you could please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you, and then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK. All right, thank you. And lastly, your email address, please.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. OK, thank you. So, Ms. [PII], I have one question for you before I connect you over to have your payment processed. Do you use the internet very much?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, well, the reason, the only reason I ask that is because we now have a portal for our members. You can't make your premium payments in the portal, but it does give you access to like your policy information and claims that we have on file for you. So if at some point you would like that information on how to set that up, um, you can call us and we would be happy to email you a user guide if you decide that that's something you would like to, to do, OK?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well, is there anything else that I could help you with, Ms. [PII], before I connect you?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL. I hope you have a very nice day and if you'll give me just one moment, I'll get you connected with someone to process your payment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. You're welcome and thank you again for calling APL.
[CUSTOMER][POSITIVE] And know that Jesus loves you.
[AGENT][POSITIVE] Oh, thank you so much. I do know that, but it sure is nice to hear someone else say that to me.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] And God bless you, Ms. [PII]. I hope you have a very blessed day. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you so much. One moment.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is Mayaro Billing. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing fine, [PII] thank you for asking. How about yourself?
[AGENT][NEUTRAL] I'm good, thank you. So I have an insured on the line who would like to uh make a premium payment over the phone.
[CUSTOMER][NEUTRAL] Alright, I can help them with that. What is that policy number, please?
[AGENT][NEUTRAL] All right. 603-608 for Miss [PII].
[CUSTOMER][NEUTRAL] 03608.
[AGENT][NEUTRAL] OK. No, no. 603.
[CUSTOMER][NEUTRAL] OK, hold on, I can't hear you right.
[AGENT][NEUTRAL] 608. I hear, uh, yeah, I hear a lot of noise in the background.
[CUSTOMER][NEUTRAL] 603-608
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, hold on, let me get there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's a little
[CUSTOMER][NEUTRAL] Louder than normal.
[AGENT][NEUTRAL] Uh-huh, I hear that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She said, mhm.
[CUSTOMER][NEUTRAL] It is, it is.
[AGENT][NEUTRAL] Don't we know that there's a rule now? We have to be quiet?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Um, no, that don't happen.
[AGENT][NEGATIVE] Not a lot of background noise.
[CUSTOMER][NEUTRAL] Um, well, you know.
[CUSTOMER][POSITIVE] It is what it is. We got jobs, we're blessed and um.
[AGENT][POSITIVE] Right. Yes, ma'am. Yes ma'am. Amen.
[CUSTOMER][NEUTRAL] We can make it through there and.
[AGENT][NEUTRAL] Amen.
[CUSTOMER][POSITIVE] We're gonna be able to help and what's a good call back number?
[AGENT][NEUTRAL] OK. Her phone number is the one that's in the system, the [PII]. That's her phone number.
[CUSTOMER][NEUTRAL] OK. And you've verified everything?
[AGENT][POSITIVE] She is fully verified. I told her about the OSC but she really doesn't use the internet, so I told her if at some point she changed her mind, she could call us back and we'd be happy to give her that information.
[CUSTOMER][NEUTRAL] Oh, they can pay on the OSC now?
[AGENT][NEUTRAL] Oh, no, and I did tell her she can't do that. I told her it just gives her access to her information, but I, you know, we're supposed to be telling them about it, so I did.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Right, OK, not a problem, not a problem. I'll be able to help her with that and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can send her on.
[AGENT][POSITIVE] OK. Well, thank you so much for that and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well. Thank you, [PII]. All right. Bye-bye.
[AGENT][POSITIVE] Thank you. OK, [PII]. Bye-bye.