AccountId: 011433970860
ContactId: 1ec96dcb-7b39-4d3c-b113-e7eea6bb62a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372079 ms
Total Talk Time (AGENT): 189630 ms
Total Talk Time (CUSTOMER): 151516 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/1ec96dcb-7b39-4d3c-b113-e7eea6bb62a8_20250310T17:32_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for calling APL. This is how may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] There you go. And this is [PII]. How are you?
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][NEUTRAL] I am good so I have an insured on the phone um she said that she did not receive her bill, that's not making her payment, and she's wanting to know, um, it's, it lapsed on the [PII] if she can make her payment and get it reinstated.
[CUSTOMER][NEUTRAL] Let me know when you're ready for the policy.
[AGENT][NEUTRAL] OK. What's that policy number I am. Go ahead.
[CUSTOMER][NEUTRAL] OK, it's 714.
[CUSTOMER][NEUTRAL] 976 [PII].
[AGENT][NEUTRAL] All right, give me one moment.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's say, you know, yes.
[AGENT][NEUTRAL] That policy for PIDHC.
[AGENT][NEUTRAL] She want to make a payment by phone?
[CUSTOMER][NEUTRAL] She does.
[AGENT][NEGATIVE] 00, I can do that. Put her on for. I'll get, what's her name again? [PII], I hate they don't show the names.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, when it terms, you know, the name, OK.
[CUSTOMER][NEUTRAL] Oh yeah, I noticed that mhm it's big.
[AGENT][NEUTRAL] Oh, it's annoying. OK. Anyway, put Miss [PII] on through.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][POSITIVE] All right, thank you [PII], here she comes.
[AGENT][POSITIVE] Thank you, dear. Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] And she's been fully verified.
[AGENT][POSITIVE] Oh, you're awesome. Thank you
[CUSTOMER][NEUTRAL] OK, here she comes.
[AGENT][NEUTRAL] Good morning, Ms. [PII], or good afternoon.
[AGENT][NEUTRAL] This is [PII] in customer service. How are you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, I'm good. How about you?
[AGENT][POSITIVE] Good, good, good. I am fine for Monday number one. I am just fine.
[CUSTOMER][NEUTRAL] There you go.
[AGENT][NEUTRAL] So Miss [PII] or Ms. [PII] tells me that you are wanting to make payment by phone that you didn't receive your bill.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, well, that's why I told her I said, I, I honestly don't remember getting it, but I'm also chasing my tail sometimes. But my, my normal routine when I get a bit, when I get something in the mail, I typically when I walk in the house with it I usually write the check right then and and address the envelope. So I don't know, I don't know because, you know, I just usually just do it and then that way I don't forget it. But for whatever reason, whatever reason, I hadn't done it, so.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right, right, right.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] I understand that completely, trust me. All right, so what you and I.
[CUSTOMER][NEUTRAL] So I just kinda, it says, it says I can mail it in, but I, I'll just, if I could pay it over the phone and then that way it's just done and I just, I would be still a little more comfortable doing that just cause I don't want um my luck, I send it and they then there'd be an issue. I'm I know that's like wherever you are with the mail right now. Well, I mean they're, they're so they, they don't have, they don't have people working you can't get anybody to answer the phone anymore at post office. I mean, they don't have anybody working there hardly so I just.
[AGENT][NEGATIVE] Get lost in the mail.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I just be more comfortable since it ran over. I'd just be more comfortable if I just went ahead and paid it.
[AGENT][NEUTRAL] Certainly, certainly. So what you and I will do is I will get your policy reactivated, um, but then I'll have to send you to our billing department and let them know that your policy has been reactivated and that you are wanting to make a payment by phone and they will take care of you from there, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] So that'll take me, you're welcome. That'll take me and you just a few clicks, and we are.
[CUSTOMER][NEUTRAL] OK. I'm just glad y'all didn't cut it off. I mean, I just, I, I don't want to lose my cancer policy.
[AGENT][NEUTRAL] Right. No, ma'am. No. I mean, they do try to.
[CUSTOMER][NEGATIVE] I mean, I don't want, I hope I never use it. I hope I never use it, but I don't wanna, I don't wanna take, I, I don't wanna be without it.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] You sound like me. I hope I never have to use my car insurance, but I do not want to be without it or my medical or whatever, you know, but yes, that's exactly how I feel. All right, so I've got your policy reactivated. And what I'm going to do now is go ahead and place you through to the billing department, let them know that you've been verified, your policy is active, and you're wanting to make a payment.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that works.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, that'll get it.
[AGENT][POSITIVE] All right, well, thank you for calling APL, and we hope you have a fantastic day. Give me one moment please. Thank you.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Let's see, there we are.
[CUSTOMER][NEUTRAL] Sing
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] You say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Ms. [PII], it's kind of, it was kind of fuzzy there for just a minute. All right, Ms. [PII], this is [PII] in customer service. I have policy number 714976.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Yes, ma'am. Alright, so Miss [PII] was transferred to me from the care team. They verified all the information.
[AGENT][NEUTRAL] Uh, Ms. [PII]'s policy was termed for lack of payment, but I have activated the policy again and she would like to make a payment by phone to get it paid, you know, paid up to date.
[CUSTOMER][POSITIVE] OK, I can help her with that.
[AGENT][NEUTRAL] You are awesome and I'm adding my notes now, but it is active.
[CUSTOMER][POSITIVE] OK awesome thank you.
[AGENT][POSITIVE] All right. Thank you, dear. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.