AccountId: 011433970860
ContactId: 0e22dfe2-f4b8-48f4-acb3-8daa708cd424
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223740 ms
Total Talk Time (AGENT): 121050 ms
Total Talk Time (CUSTOMER): 76080 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/0e22dfe2-f4b8-48f4-acb3-8daa708cd424_20250328T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. I've got uh an insured on the phone who's wanting to change the frequency of her payments, her policy number.
[CUSTOMER][NEUTRAL] is 674-811.
[CUSTOMER][NEUTRAL] Miss [PII], the number she's calling from is a good number and she's been verified.
[AGENT][POSITIVE] OK, I'm ready. Thank you.
[CUSTOMER][POSITIVE] All right, thanks [PII] bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Good morning, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Doing well how are you?
[AGENT][POSITIVE] I'm doing good, thanks for asking. The representative that transferred you stated that you were calling to change your direct bill payment method.
[CUSTOMER][NEUTRAL] Yes, I pay quarterly right now, so send them $52.05 every quarter, and I was just wondering if I could go ahead and just pay out the rest of this year and then next year go to a yearly statement.
[AGENT][NEUTRAL] Yes, you can do that. Um, what I'm gonna suggest though is that we don't.
[AGENT][NEUTRAL] Cause any confusion on our end and we have something in writing from you since you're gonna be submitting in a payment, what you can do is just submit that payment to us along with a note that you want to be switched to annual after the payment is processed and that way once we get the full payment it'll apply to the policy and pay you to what you should be paid to which would be the end of the year and then we can change it to yearly so your bill at the end of December for January due date.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so can you tell me what the rest of the, the year I will, I would uh.
[AGENT][POSITIVE] Yes, I can definitely do that. Give me just a second.
[AGENT][NEUTRAL] Let me see what your monthly rate is.
[CUSTOMER][NEUTRAL] Well, I know my quarterly rate is $52.05.
[AGENT][NEUTRAL] Yeah, looks like your monthly rate is 1735 and we've got April to December, so let me count. Give me just a second.
[AGENT][NEUTRAL] That's 9 months left.
[AGENT][NEUTRAL] So that's 15615.
[CUSTOMER][NEUTRAL] 15615.
[CUSTOMER][NEUTRAL] OK, so, uh, we can, I can mail a check for that and then just put a note in there that for [PII] I wanna build be billed, um, annually.
[AGENT][NEUTRAL] Annually, yes, ma'am. And that way we can set it up after we apply it and then you'll get a bill. The bills generally go out on the [PII] of the month. So you'll probably get the bill on December, around December, the end of the month of December on the [PII]. Keep in mind you do have a 30 day grace period. So as long as we get it before the end of January, you'll be fine. If something happens and we don't, we will send you a letter.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Informing that we didn't get payment and here's your opportunity to send the payment in.
[CUSTOMER][POSITIVE] Got you. OK, thank you so much for your help. I'll, uh, send in the payment for the rest of the year and um.
[CUSTOMER][NEUTRAL] Uh, put in a note for [PII]. I wanna be billed annually.
[AGENT][NEUTRAL] All right. I'm gonna also notate our conversation, Ms. [PII], so that way whoever gets the information will know what's going on clearly as well too. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, that takes care of everything. Thank you so much for your help have a great day.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APO. You have a wonderful day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.