AccountId: 011433970860
ContactId: 0f682053-411f-4916-ac7d-ef641210e3f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317600 ms
Total Talk Time (AGENT): 136910 ms
Total Talk Time (CUSTOMER): 107408 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/0f682053-411f-4916-ac7d-ef641210e3f5_20250505T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm fine, thank you. So I have an insured on the line who's wanting to make a payment on our policy, but this policy is termed as a 31.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy is 646-524.
[CUSTOMER][NEUTRAL] From Ms. [PII], [PII].
[AGENT][NEUTRAL] Alright, let me just a second to pull it up.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That would be the ladies, very sweet.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] She said, I, I owe y'all some money is what she said.
[AGENT][NEUTRAL] Yes, she, yes, she has, um,
[CUSTOMER][NEUTRAL] But this I see policy lapsed.
[AGENT][NEUTRAL] She has a semi-annual premium.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, yes, she has the same annual premium.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let's see. Alright, um, I can go ahead and reactivate the policy and transfer her to billing to take the card payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, do you just wanna let her know that I didn't tell her that. I didn't because when it, OK, but the phone number that's in the system would be the one to call her back on because I just updated it to that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][POSITIVE] All righty. OK, [PII]. Well, thank you and have a good afternoon.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Um bye.
[AGENT][POSITIVE] Hello, good afternoon.
[CUSTOMER][NEUTRAL] Hello, how are you?
[AGENT][POSITIVE] Hello, I'm doing good. How are you doing today?
[CUSTOMER][POSITIVE] Wonderfully, thank you. I think I owe you money.
[AGENT][NEUTRAL] Yes, um, I am actually looking at the policy and it has been, um, already canceled for an overdue, um, because it hasn't been paid since March. Now, if we are, um, willing to pay the semiannual, um, premium which is for
[CUSTOMER][NEGATIVE] That's what I always pay that, that, that's what I always pay that yes ma'am, let's let's get it done. I don't remember. I don't remember getting a bill in March for this policy or in February. I just came across an old bill where I called and paid late and so I thought, oh I better call this should be paid up, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. All right, if we're all right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. All right. What I can do right now is um reactivate this policy really quick and transfer you to the billing department so they can go ahead and take that card payment for you. Would that work?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, great, yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. Let me just a second while I um have it all.
[AGENT][NEUTRAL] Pull it up.
[AGENT][NEUTRAL] OK, I have it active and right now I'm gonna go ahead and transfer you to the billing department, right?
[CUSTOMER][POSITIVE] Thank you so very much.
[AGENT][POSITIVE] You're welcome. I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Good morning. Sorry. Good afternoon, [PII]. This is [PII] in customer service. Um, I have Ms. [PII] on the line with policy 646.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] 524.
[AGENT][NEUTRAL] Um, and she wants to make a card payment on her policy. Um, she was lapsed already because of an overdue, but it's because she never received the invoice for her semi-annual premium. So I went ahead and activate it and you can go ahead and take that premium for her.
[CUSTOMER][NEUTRAL] Oh dear, OK.
[CUSTOMER][NEUTRAL] OK, let me just get logged in here real quick.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And did you get a callback number for her?
[AGENT][NEUTRAL] Um, the same one as in the system, um, let me look at it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That one ending on [PII].
[AGENT][NEUTRAL] Which is the same one she's calling from mhm.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][NEUTRAL] Oh dude
[CUSTOMER][NEUTRAL] Well, OK, there we go.
[CUSTOMER][POSITIVE] All right, I'm ready for whenever you are. Thank you.
[AGENT][POSITIVE] Thank you, have a good one.
[CUSTOMER][POSITIVE] You too, thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you today?
[CUSTOMER][POSITIVE] Good how are you doing today? I'm doing well.