AccountId: 011433970860
ContactId: 2d47d369-04c4-4aed-85ae-2728a7148adb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115180 ms
Total Talk Time (AGENT): 68817 ms
Total Talk Time (CUSTOMER): 53332 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/2d47d369-04c4-4aed-85ae-2728a7148adb_20250409T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing this afternoon?
[AGENT][POSITIVE] Hey I'm doing good how are you?
[CUSTOMER][NEUTRAL] I'm good thanks. I have an insured on the line um she's just wanting to make a payment on her policy.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, sure. What's your policy number?
[CUSTOMER][NEUTRAL] Policy is gonna be 716-433 and we're speaking with a Miss [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, 716-433. OK.
[CUSTOMER][NEUTRAL] She's
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's a life policy.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I've got it.
[CUSTOMER][NEUTRAL] Alright, and she just, yeah, she did say something about I guess the last two payments have not gone through or something so.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, let me see cause it's lapsed. Um.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] It says it was lapsed, um, I think because of the NSF, um.
[AGENT][NEUTRAL] So I think this will actually need to go to customer service since it's la let's see we've had two NSFs that have returned returned and so um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] You know what, you're totally right. I'm so sorry. I
[AGENT][NEUTRAL] No, that's OK, that's OK. I mean, it's they're probably gonna have to um take her. I think the process at that point would be to take her off of bank draft um unless she provides some updated bank information um but um if she goes to customer service and gets all that corrected and updated and everything, she can still probably make that payment but I think they'll have to work through some stuff with her first and get that policy reactivated.
[CUSTOMER][NEUTRAL] Girl.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm, I'm so sorry I called you. I see that right in front of me. I'm supposed to call customer service. I right.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] That's OK. No, that's fine.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] No problem. Thank you. You too. Bye.
[CUSTOMER][NEUTRAL] Bye.