AccountId: 011433970860
ContactId: 0d58a56b-f275-409e-8b98-7384795b97ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492980 ms
Total Talk Time (AGENT): 132315 ms
Total Talk Time (CUSTOMER): 196933 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/0d58a56b-f275-409e-8b98-7384795b97ba_20250403T16:13_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] I was calling to check on uh payment you know like sending in uh payment for.
[CUSTOMER][NEUTRAL] Uh, on interest on the loan.
[CUSTOMER][NEUTRAL] I was gonna mail it out today and I wanted to get the correct amount on it.
[CUSTOMER][NEUTRAL] On that interest on the loan that I had there.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] A loan. OK, let's see what we can do. Um, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. All right. And may I have a callback number?
[CUSTOMER][NEUTRAL] Need that policy number?
[AGENT][NEUTRAL] Yeah, I'm gonna need the policy number, but I also need a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Policy number is 626824.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And may I have uh a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, Mr. [PII]
[CUSTOMER][NEUTRAL] Yeah, I was just checking on to see how much that that payment was, you know, for the for the year, you know, the interest on the loan that I had, I paid it every year, the interest on, you know, the interest on the loan.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] And I was gonna be mailing it in today.
[AGENT][NEUTRAL] OK. Um, let me get the correct person to assist you with that information. We don't have that information here, OK? Bear with me just a second, Mr. [PII]. I just need to verify a couple more things before I get that. Um, may I have, um, your date of birth and mailing address?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right. So let me go ahead and get that information for you, Mr. [PII]. OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold. You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm doing well how about yourself?
[AGENT][POSITIVE] I'm good, thank you. Um, I have a member uh calling, um, he has a life policy and he's looking for the interest paid.
[AGENT][NEUTRAL] I don't know if you can assist him with that, but I'm Winter's guru and I only got customer service. I got [PII], but I'm not sure if she's the only one that handles this, or.
[CUSTOMER][NEUTRAL] She is, but she's gone a lot, so I have to take the message and you'll have to, she'll have to call him back.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Oh, OK. All right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hang on, let me, sorry, I was in the middle of doing something. Hang on. OK, what's the number?
[AGENT][NEUTRAL] So the policy, yeah.
[AGENT][NEUTRAL] Uh, it's fine. All right, it's 626-824.
[AGENT][NEUTRAL] I've been like that all day, like I'm in the middle of something and then I get another car and then I'm in the middle of the other one and the other one and the other one and then I finish all of them and I'm like ah.
[CUSTOMER][NEGATIVE] I know, it's God, you can't even get a note in one before you gotta get another one.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh, he just wants to know how much interest he has.
[AGENT][NEUTRAL] Yeah, he uh he, yeah, for this past year. Mhm.
[CUSTOMER][NEUTRAL] For this year?
[CUSTOMER][POSITIVE] Oh, I think I can answer that hopefully um go ahead and send them to me.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I fully verify him, OK?
[CUSTOMER][NEUTRAL] What's it call back?
[AGENT][NEUTRAL] It's the um [PII].
[CUSTOMER][NEUTRAL] OK, what's his callback?
[CUSTOMER][POSITIVE] OK, got it, thank you.
[AGENT][POSITIVE] You're welcome. Here he comes. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank, thank you. Thank you for holding and being patient for Mr. [PII]. I got Ms. [PII] on the line. She's in the customer service department and she's gonna assist you with that information, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Good morning, Mr. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Good, how are you doing?
[CUSTOMER][NEUTRAL] I'm doing well, thanks for asking. The representative that transferred you stated you were inquiring about your interest on your life policy. You wanted to know how much was owed for this year?
[CUSTOMER][NEUTRAL] Yeah, the, the, yeah, on a, on a loan, yes, ma'am, I pay it every year the interest every year and I was gonna mail it off today and I was just calling to get the right amount on it.
[CUSTOMER][NEUTRAL] Right, I understand. So it looks like your interest was calculated, um, it gets calculated in November of every year, so it hasn't been calculated for this calendar year yet, but you do have the interest from.
[CUSTOMER][NEUTRAL] Last year available if that's what you're wanting to pay, is that what you're wanting to do?
[CUSTOMER][NEUTRAL] Yeah, the one that's paid that's, uh, that was paid, you know, for November the past year.
[CUSTOMER][NEUTRAL] Right, OK, so.
[CUSTOMER][NEUTRAL] Yes sir, so it looks like the total amount due for your interest is 9221.
[CUSTOMER][NEUTRAL] $92.21.
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the other one will come out and, and, and then the other one come out in in [PII].
[CUSTOMER][NEUTRAL] Yes sir, so we got a couple more months, well more than a couple months. We got a few more months on that, but we will, um, once we get it worked up in in November, we will send you a letter letting you know what it is and again you, you'll still have until the next year to get it paid. I'm gonna notate that you contacted us and that you'll be submitting in that loan payment is.