AccountId: 011433970860
ContactId: 2c5d7156-5a6e-4792-888d-0678729c607d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360190 ms
Total Talk Time (AGENT): 91804 ms
Total Talk Time (CUSTOMER): 167455 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/2c5d7156-5a6e-4792-888d-0678729c607d_20250212T18:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I barely couldn't understand you. What was your name?
[AGENT][NEUTRAL] It's [PII] with American Public Life. How can I help you?
[CUSTOMER][POSITIVE] Yes, and I'm glad you shared the name of the company. Yes, you can help me just hold one second, um, I'm writing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My wife, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] A [PII] has a policy that drafts automatically. She's a retiree of the state of Louisiana Department of Education, and uh her policy number is 00440365. Now, the letter says [PII]. I'm not sure which way it's set up in the system. Um, it would appear a draft.
[CUSTOMER][NEGATIVE] That drafts every month on her account was not honored. She got a letter in the mail just opened as a matter of fact.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Um, set above policy and a third one grace period in which you can pay the past due of $20.80. Can you pull that up and so, confirm that, and if possible,
[CUSTOMER][NEUTRAL] Um, I can give you a debit card right now over the phone and post it.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] My, I'm, I'm [PII], her husband, [PII] worth husband.
[AGENT][NEUTRAL] OK, and what
[AGENT][POSITIVE] Well, congratulations on that.
[CUSTOMER][NEUTRAL] And she's standing right across the room. She's standing right across the room if I need to get her over here on the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII], that's my personal cell number.
[AGENT][NEUTRAL] OK, and if I could speak with [PII] or [PII] please.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Yes, uh, what if I just put you on speaker?
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Hold one second.
[CUSTOMER][NEUTRAL] All right, you're on speaker. Can you hear me?
[AGENT][NEUTRAL] I can hear you. Hi, [PII]. This is [PII] with American Public Life. How are you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You, you can, you can talk to [PII] now just like me.
[AGENT][NEUTRAL] OK. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And can you verify your complete mailing address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have an email address on file that you can verify?
[CUSTOMER][NEUTRAL] Uh, well, I don't know if it's changed since I retired, but it's for [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And we're calling regarding your premiums.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and is this for your intensive care policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give me one moment please.
[AGENT][NEUTRAL] I may have to transfer you to a different area, give me a moment.
[CUSTOMER][POSITIVE] That'll be fun.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna place you on hold and get you with an area that can help you, OK?
[CUSTOMER][NEUTRAL] Am I gonna have to go back through all that when you get that? OK.
[AGENT][NEUTRAL] No, no, no, no, no, I'm I'm gonna connect you with someone directly.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh, you're welcome. One moment.
[CUSTOMER][NEUTRAL] Sing
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII].
[AGENT][NEUTRAL] I have an insured on the phone, um, let me give you the policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 440365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's [PII]
[AGENT][NEUTRAL] And I show that this policy is not active, but she's saying that she's wanting to pay premiums on it.
[AGENT][NEUTRAL] I don't know if it's because of the return insufficient funds.
[AGENT][NEUTRAL] Or not, or if she can do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] I'll go back to the mini screen hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] bring in bank.
[CUSTOMER][NEUTRAL] How old is she?
[AGENT][NEUTRAL] How old is she? She?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I can either unlapse it for you and you can transfer it to billing to make a payment or you can transfer it to me and I'll talk to her and send her to billing. It's up to you.
[AGENT][NEUTRAL] OK, I'll go ahead and transfer the call.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, thank you. Here she comes.