AccountId: 011433970860
ContactId: 1383c26e-d5b0-4dd6-afa3-fced916d2de1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323500 ms
Total Talk Time (AGENT): 154664 ms
Total Talk Time (CUSTOMER): 148962 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/1383c26e-d5b0-4dd6-afa3-fced916d2de1_20250227T22:25_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hey, good to talk to you. I have policy number 257-0628 on the line.
[AGENT][NEUTRAL] 257-062-8
[CUSTOMER][NEUTRAL] Mhm. [PII] verified all of her information. She is wanting to know if you know she was calling about her premium, and I told her that her policy was paid through [PII], and she said that she's wanting to know if she can make like a $50 payment, but she said she chose the quarterly or can it be changed to monthly or how can.
[CUSTOMER][NEUTRAL] She makes sure that's up to date and can you help her?
[AGENT][NEUTRAL] Yes, ma'am. What's the um callback number?
[CUSTOMER][NEUTRAL] What's the number on file. It's the um I verified it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yep, you got her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you. Let me get her on the line. I appreciate you. One moment.
[AGENT][POSITIVE] You welcome.
[CUSTOMER][POSITIVE] Miss [PII], thank you for your patience. I have [PII] on the line and she's going to assist you, OK?
[CUSTOMER][POSITIVE] Thank you, ma'am. You're very welcome. You have a lovely evening.
[CUSTOMER][POSITIVE] You too thank you so much. You're welcome bye bye thank you [PII]. Bye bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Good afternoon Miss [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][NEUTRAL] I'm OK, thank you. I just noticed I don't know how I got it past me but that my policy is due.
[CUSTOMER][NEUTRAL] And um I was wondering it's 9360 for quarterly, is there any way that I could pay 50 of that today?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And then in a couple of weeks call y'all back and pay the other.
[AGENT][NEUTRAL] Right now you are um you do owe for January and February at least.
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Uh, for those two months it would be 60 to 40. You can make that payment right now over the phone and then if you want you can call back in a couple weeks and do the March payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then
[AGENT][NEUTRAL] Um, but if you want we can just set you up on bank draft and we just drafts once a month in the amount of 3120.
[CUSTOMER][NEUTRAL] Yes ma'am, yes, OK, but for right now it's a long story, but OK, let me do the 62 right now, the 62 what?
[AGENT][NEUTRAL] 40
[CUSTOMER][NEUTRAL] 40 cents? OK, let me do that right now.
[AGENT][NEUTRAL] Yes, now 6240 and then that'll pay you to March. And then, of course, you'll be paid to March and you'll have another 30-day grace period to get that in. Um, but just keep in mind you'll be due again for the next 3 months starting in April.
[CUSTOMER][NEUTRAL] I know, I know, I know. OK, so, OK, let me tell you this right now and then we'll go from there as far as March due date.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, um, you won't really have like a, you'll just be paid to March, you'll have a 30 day grace period just to get that in just whenever you can and what I'll have to do since you're wanting to make a payment now over the phone, I'll have to let you speak to someone in the billing department that can assist.
[CUSTOMER][NEUTRAL] Oh my God. Oh my God.
[AGENT][NEUTRAL] Yes, ma'am. I apologize. We don't have the capa, well, I don't have the capability to run the credit card.
[CUSTOMER][NEUTRAL] OK, so then I'll do the 6240 today. So by what day do you think I should call in March to do the remaining?
[AGENT][NEUTRAL] As long as you call before the end of the month, so like, I would say no later than [PII], yeah, no later than [PII], and you should be fine.
[CUSTOMER][NEUTRAL] Before the end of March.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can do that. OK.
[AGENT][NEUTRAL] All right, I'm gonna place you on a brief hold while I get you further assistance, Ms. [PII], but I will make sure I get someone and I won't release you until I do and I'm gonna give them all your info so that you don't have to repeat anything, OK?
[CUSTOMER][POSITIVE] Thanks, thank you so much.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, that's it. That's it. Thank you.
[AGENT][POSITIVE] Thanks for calling APO. You have a wonderful day and hold please.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] You're welcome. Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII], I've got an insured on the back line, um, that's wanting to make a premium payment over the phone for 2 months. She's set up as quarterly, but she's just wanting to do 2 months, which will pay her to 31, and she's aware that she's gonna have to get that in or she'll be terminated.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] 257-062-8 Ms. [PII].
[AGENT][NEUTRAL] And she just wants to pay 6240.
[CUSTOMER][NEUTRAL] And she knows that she's gonna have to call and pay more come like in a couple of days.
[AGENT][NEUTRAL] I told her, yeah, I told her before it's the cause if not, it's gonna last. I said she won't have but the until the end of March and after that, she'll get a letter.
[CUSTOMER][NEUTRAL] Alrighty, let me get that credit card thing pulled up real quick.
[AGENT][NEUTRAL] But I guess she's in a financial pickle and she's trying to at least get what's owed caught up.
[CUSTOMER][NEUTRAL] Alright you can send her on.
[AGENT][POSITIVE] All right, she's been verified here she goes, thank you.
[CUSTOMER][POSITIVE] Alright, thanks.