AccountId: 011433970860
ContactId: 0bba2627-939c-4b16-ab20-25de741e47db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226119 ms
Total Talk Time (AGENT): 93569 ms
Total Talk Time (CUSTOMER): 85535 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/0bba2627-939c-4b16-ab20-25de741e47db_20250326T17:48_UTC.wav
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[CUSTOMER][NEUTRAL] You punch the
[AGENT][POSITIVE] Thank you for calling A Tory. How may I help you?
[CUSTOMER][NEUTRAL] To about then.
[CUSTOMER][NEUTRAL] Yes, I'm checking on the letter we received my wife received on premium and I think we must have failed paying it, um, policy, you need the policy number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK 00606011.
[AGENT][NEUTRAL] OK, let me repeat that. 00606011. Is that correct?
[CUSTOMER][POSITIVE] That's correct. Mhm.
[AGENT][NEUTRAL] OK and what is your
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up on me. What did you say?
[AGENT][NEUTRAL] I'm sorry, what is your name?
[CUSTOMER][NEUTRAL] Oh, the policies in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. OK, thank you, sir. I appreciate that.
[AGENT][NEUTRAL] And let me look it up real quick.
[AGENT][NEUTRAL] And you said that you were calling because you wanted to make a payment?
[CUSTOMER][NEGATIVE] Uh yeah, we got a letter. We've been gone for a couple weeks and we got back and got a letter dated [PII]. It says [PII] says premium due wasn't received in the grace period and keep what we've added 30 days and uh whatever the form letter is so down at the bottom says please return this with your premium. Uh, I thought we paid it annually.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me look real quick.
[CUSTOMER][NEUTRAL] I don't remember getting a bill this year.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm gonna go ahead and transfer you over to customer service so they can help you further with your policy about how to uh get it paid. And what is your name, sir? I know you said you were calling for Ms. [PII], what is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII] mhm I'm her husband.
[AGENT][NEUTRAL] OK. All right. OK.
[AGENT][POSITIVE] I'm gonna transfer you over to customer service so they can further assist you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you, sir. You have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got, um, hey, I've got Mr. [PII] on the phone. His uh policy number with his wife is 606011.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] He is calling because he said he never received a statement that him and his wife have been out of town and his policy has lapsed and he's wanting to pay the policy to get it back.
[CUSTOMER][NEUTRAL] OK, OK, got you.
[CUSTOMER][NEUTRAL] OK. OK. Um, and you said Mr. [PII] is on the phone?
[AGENT][NEUTRAL] Right, part two.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you happen to speak with his wife?
[AGENT][NEUTRAL] I did not.
[CUSTOMER][NEUTRAL] OK, OK, got you. OK. Yes, I can speak with him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thanks, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] All right. Bye.