AccountId: 011433970860
ContactId: 2690cd5e-d551-47f5-ae2c-a47628e7d002
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365600 ms
Total Talk Time (AGENT): 145053 ms
Total Talk Time (CUSTOMER): 131549 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/2690cd5e-d551-47f5-ae2c-a47628e7d002_20250317T18:17_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to, um, check on my policy and make a payment. I think that payment is due.
[AGENT][NEUTRAL] All right, I can help you with that. Do you have your policy number available, please, ma'am?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Policy number is not on here.
[AGENT][NEUTRAL] I can look it up by your social if that's OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your name please, ma'am?
[CUSTOMER][NEUTRAL] My name is [PII]. The policy is Nova Moss.
[AGENT][NEUTRAL] OK. Are you the policy holder?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm getting all that information pulled up, bear with me just one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hi Ms. [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you said you are the.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I was the holder. It's for my my daughter [PII]. Mhm.
[AGENT][POSITIVE] Got you. All right. OK.
[AGENT][POSITIVE] OK, that's such a pretty name. I like that her name. What is her date of birth?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] To, um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] That's not what that was [PII], uh, yeah.
[CUSTOMER][NEUTRAL] [PII]. No, no, that's my oldest daughter. I get this. I get these children mixed up. No, [PII].
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] You said [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just looking at [PII]. OK, we have her as the [PII], so I'm going to correct that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I see on that application that [PII], they just picked it up as a line, so I'm gonna correct that real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're wanting to make a payment on this policy? You have a credit card?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have a credit card. I can't remember on this um paperwork I had paid 2525, but I don't remember if I actually paid on that date or not.
[AGENT][NEUTRAL] It's, it's actually due on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I did make a payment.
[AGENT][NEUTRAL] So it is, it's paid through [PII], so that payment is due.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] And I can get a representative that can assist you with that payment, if you don't mind holding just one moment.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][POSITIVE] All right. If you'll hold just one moment and I'll get that representative to assist you and just check in.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll get that, uh, date of birth updated for you as well. If you hold just a minute please, ma'am. Thank you, Ms. [PII], one moment.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Hi, I'm well. How about yourself?
[AGENT][NEUTRAL] I'm doing well, thank you. I've got an an insured who wants to call and make a payment, and she didn't wanna call. She's already calling. I'm sorry.
[CUSTOMER][NEUTRAL] OK, what's that name?
[CUSTOMER][POSITIVE] That's all right.
[AGENT][NEUTRAL] Her, her name is [PII]
[CUSTOMER][NEUTRAL] And her policy number?
[AGENT][NEUTRAL] The policy number is on her daughter 629676.
[CUSTOMER][NEUTRAL] And has she been verified?
[AGENT][NEUTRAL] Yes, I've verified um Nova's information. [PII] is the payer.
[CUSTOMER][POSITIVE] Awesome, let's see.
[CUSTOMER][NEUTRAL] I'm so sorry, what was the uh policy holder's name?
[AGENT][NEUTRAL] Policy holders Nova.
[AGENT][NEUTRAL] [PII], that's her daughter.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, 69676. OK, I'm ready for whenever you are.
[AGENT][NEUTRAL] All right, you want to call back number super quick?
[CUSTOMER][POSITIVE] Oh yes ma'am.
[AGENT][NEUTRAL] callback number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome. OK, thank you.
[AGENT][POSITIVE] Thank you. Let me get her on the line and one moment please.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] on the line and she is going to assist you with that, um, payment.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] My pleasure and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] in the billing department. I understand you're wanting to pay on Nova's uh policy.
[CUSTOMER][NEUTRAL] Yes. All right. How much were you wanting to pay today?
[CUSTOMER][NEUTRAL] The um 3 month, um.
[CUSTOMER][NEUTRAL] Payment, quarterly payment, alright, let's see.