AccountId: 011433970860
ContactId: 148959d7-bfc5-442f-b034-50aaa6d09e26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479200 ms
Total Talk Time (AGENT): 189459 ms
Total Talk Time (CUSTOMER): 148887 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/148959d7-bfc5-442f-b034-50aaa6d09e26_20250107T22:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you been?
[CUSTOMER][NEUTRAL] I'm good. Um, I have a member on the line that needs to make a credit card payment.
[AGENT][NEUTRAL] Oh dear. OK, give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see here. What is the uh policy or is it a group or a policy?
[CUSTOMER][NEUTRAL] Mhm. Policy, policy number is 2584413.
[AGENT][NEUTRAL] And the name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And is the number on the screen the one she gave you for a call back?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] OK dokey, here she comes. You're welcome.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Miss [PII]. I got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][POSITIVE] Alright, thank you very much you're welcome have a good afternoon.
[CUSTOMER][POSITIVE] You too. Thank you. Mm bye-bye.
[AGENT][NEUTRAL] Hi, Miss [PII], this is [PII] in the billing department. I understand you wanting to make a payment on your policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. It looks here like you pay annually.
[CUSTOMER][NEGATIVE] Well, they told me yesterday that I need to pay $46 for, I was paying annually in March. It probably be due in March, but something happened to my policy got.
[CUSTOMER][NEGATIVE] Collapse. And so I had to do, get it back started again so they told me I had to make a payment of $46 for the 3 months and they get a call back up in March.
[AGENT][NEUTRAL] OK, let me look into this. Just one moment, let's see here.
[AGENT][NEUTRAL] OK, I do see the old policy and looks like they've created a new one that would uh start with the effective date of [PII]. However, they have you set up currently on one annual payment.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And I didn't know all this was going on. I thought, I thought I was still on the old, the old one.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I didn't know and then I redid the on the portal where I signed.
[CUSTOMER][NEUTRAL] For it, I don't know. I don't know what happened.
[AGENT][NEUTRAL] Well, it looks like there's no lapse. It's just a new policy. Uh, let's see here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like they just created a new one.
[AGENT][NEUTRAL] Yes, ma'am. So the last one, it was effective until [PII] and this one is effective starting [PII]. So there's no lapse in coverage. Uh, however, I gotta figure out.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Because it has you set up on one annual payment rather than quarterly payments.
[AGENT][NEUTRAL] And I'm not sure.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So how much I need to pay for December?
[AGENT][NEUTRAL] Well, the annual payment is.
[CUSTOMER][NEUTRAL] She says pay 3.
[AGENT][NEUTRAL] I apologize. What were you saying, Miss [PII]?
[CUSTOMER][NEUTRAL] I talked to [PII] yesterday and she told me to pay 3 months and get back to the annual for March.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 46 something.
[CUSTOMER][NEUTRAL] You see what I'm talking about? I don't know.
[AGENT][NEUTRAL] Uh yes ma'am, I do understand if you were to pay quarterly, that's I believe that's 18792.
[AGENT][NEUTRAL] Divided by
[AGENT][NEUTRAL] Yes, 46904 excuse me, 4698 would be your quarterly payment, 4698 and I can, I can take that now and I can just get this, uh, changed over to quarterly payments.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Tomorrow when she's back quarterly payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so what I'll do is I'll go ahead and take that 4698 for you today so you don't have to call us back, but I will uh work with uh Ms. [PII] and get that corrected to quarterly payments rather than an annual payment.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] All right. What's that?
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][POSITIVE] It's all right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Expiration date is [PII].
[CUSTOMER][NEUTRAL] And the three digit code is [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Once I get that processed, I can have an authorization number for you.
[AGENT][NEUTRAL] Now, I can also send this via this receipt via email if you would like.
[CUSTOMER][NEUTRAL] That'll be fine.
[AGENT][NEUTRAL] All right, your authorization number is 084317.
[AGENT][NEUTRAL] OK, what email address would you like for that to be sent to?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do I need to write, I need to write that number down?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, I believe it'll be on this email, but I can give it to you again if you'd like to write it down.
[CUSTOMER][NEUTRAL] Oh, OK, as long as it's in the [PII].
[AGENT][NEUTRAL] I just have to spell your name.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, here we go, [PII]. All right, that authorization number should be in there. If it isn't for whatever reason, you're more than welcome to give us a call back and we can get that for you.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] All right. Yes, ma'am. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] No, so it'll be due in March now.
[AGENT][NEUTRAL] Yes ma'am, if you're if you end up paying quarterly, yes ma'am, that's when it'll be due again.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes ma'am, you have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Bye bye.