AccountId: 011433970860
ContactId: 172adde0-0f58-4acc-8e44-5279668a184d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285450 ms
Total Talk Time (AGENT): 127926 ms
Total Talk Time (CUSTOMER): 107230 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/172adde0-0f58-4acc-8e44-5279668a184d_20250212T21:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling because I wanted to know um if we we just received the payment um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Receipt for us to make a payment for the insurance and I wanted to make sure I think I did this online to debit the account automatically.
[CUSTOMER][NEUTRAL] How who can help me with that?
[AGENT][NEUTRAL] OK, so you're the insured and you're calling to find out how your premium payment is paid, is that correct?
[CUSTOMER][NEUTRAL] Yes, it's my husband's, yeah.
[AGENT][NEUTRAL] OK, so, and, OK, your husband is the primary policy holder, is that correct? OK. So first off, who am I, I can help you with this partially. Who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you please spell your first and last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] Thank you and Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] The policy number it's uh could it be the group number or the invoice number I don't.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] It would be another, there should be another number on there.
[AGENT][NEUTRAL] Besides the group number, policy certificate.
[CUSTOMER][NEUTRAL] No, uh, it has.
[CUSTOMER][NEUTRAL] A group number an invoice number, and that's it.
[AGENT][NEUTRAL] OK, so is this for, OK, so is this for an employer for a group or for your own personal account?
[CUSTOMER][NEUTRAL] It's a statement
[CUSTOMER][NEUTRAL] It's personal.
[AGENT][NEUTRAL] OK, what is your husband's social so that I can look up the information?
[CUSTOMER][POSITIVE] Sure, let me get it for you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Because I thought I'd said this online.
[CUSTOMER][NEUTRAL] Um, last month, OK, his social is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. One moment please while I get the info locate the information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your husband's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you and the whole mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was the apartment number again, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the phone number that we would have on file for Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and that'll be all the information that I'll need to verify now is Mr. [PII] available?
[AGENT][NEUTRAL] Just speak with me for a moment.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] No, no, I just need to know that I, I don't wanna, uh, yeah, I, I mean, I don't want any, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, and I can't. Yes, ma'am, I understand and we cannot provide any information on this policy without his authorization.
[AGENT][NEUTRAL] Since he is the subscriber.
[CUSTOMER][NEUTRAL] I just don't know if I should make a payment or I set it up.
[CUSTOMER][NEUTRAL] OK, oh well, I'll have him call it's um.
[AGENT][NEUTRAL] Yes, ma'am, because we do need, and I will, he also will need to call us anyway because there's a piece of the address that we need to update, but again, we can only do that with him. Now we are here Monday through Friday from [PII] Central time until [PII] Central time.
[CUSTOMER][NEUTRAL] OK, OK, I'll let him know.
[AGENT][POSITIVE] OK. All right. Well, is there, absolutely. You're welcome. Is there anything else, Ms. [PII] I can help you with?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it. It's just, you know how men are, they don't have time to call anybody or do anything, but I'll have them call.
[AGENT][POSITIVE] Well, thank you so much for understanding and again thank you for calling APL and I hope you have a nice evening.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.