AccountId: 011433970860
ContactId: 320d59ac-466e-4fb1-a169-75db51b39586
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330079 ms
Total Talk Time (AGENT): 111039 ms
Total Talk Time (CUSTOMER): 145703 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/320d59ac-466e-4fb1-a169-75db51b39586_20250507T18:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. It's just our day to talk to each other. This is [PII]. I've got um Miss [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Newbold on the phone. Her policy number is 614354.
[CUSTOMER][NEUTRAL] She is calling because her policy has lapsed and she needs to talk to somebody about getting it reinstated.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] 300.
[AGENT][NEUTRAL] On any b.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's her callback number?
[CUSTOMER][POSITIVE] OK thanks [PII].
[AGENT][NEUTRAL] What's her callback number?
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[AGENT][NEUTRAL] And she's fully verified, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. Thank you, [PII]. You can transfer.
[CUSTOMER][POSITIVE] You're welcome. Alright, bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Uh, good afternoon, Miss um.
[AGENT][NEUTRAL] [PII], this is [PII] customer services. How are you?
[CUSTOMER][NEGATIVE] Um, I'm sick.
[AGENT][POSITIVE] Oh, I'm sorry to hear that.
[CUSTOMER][NEGATIVE] Uh, yeah, I've got a really bad sinus infection. So, anyway, um, I need to, uh, I talked to the other lady, and, uh, I, I never received anything.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I have not received anything that my policy was due to pay. I always pay and it, and it's due.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I didn't, I haven't gotten anything. I didn't know it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so can you read?
[AGENT][NEUTRAL] All right, I can.
[AGENT][NEUTRAL] I can resend that out to you um let me see, hold on just a second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do what, honey?
[AGENT][NEUTRAL] OK, let me look and see if I can find the bill and then I can get that resent to you.
[CUSTOMER][NEUTRAL] Can you, can you, and, and I'll pay it. I'll send it, you know, as soon as I get it.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, but can you reinstate it and go ahead and pay?
[CUSTOMER][NEUTRAL] Uh, uh, or do, or were you, uh huh.
[AGENT][NEUTRAL] Uh, yes ma'am, I can reinstate it and get somebody in our billing department if you wanna pay it by credit card.
[CUSTOMER][NEUTRAL] Oh, can I do that?
[AGENT][NEUTRAL] Uh, yes, ma'am. Mhm.
[AGENT][NEUTRAL] And would you like for me to email you a copy of this bill just so you'll have a copy of it?
[CUSTOMER][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK. I will get that right to you.
[CUSTOMER][NEGATIVE] Let me go get my I'm lying, I'm laying down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go get my credit card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't know if I could do that or not.
[AGENT][NEUTRAL] Yes ma'am, we've started doing that this year, but you, you do have to call in.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] To do it.
[CUSTOMER][POSITIVE] But yeah, yeah. Well, good. I was like sign me up. Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm going to get my credit card.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Can you do it or do you have to send me to somebody else?
[AGENT][NEGATIVE] Uh, I can't do it. I would have to send it to somebody else.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] Or I can email this to you and you can mail in a check. It's up to you on how you want to do it.
[CUSTOMER][POSITIVE] No, I'll go ahead and I don't mind doing this that way it'll be paid.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know what I mean?
[AGENT][NEUTRAL] Yes ma'am alright and if you don't mind I'm gonna put you on hold for just a moment and get the billing department for you um is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Sure. What do I tell him?
[AGENT][POSITIVE] Um, I, I'll let him know what you want. I, I'll, I'll give them all the information for you.
[CUSTOMER][NEUTRAL] What do I tell
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL, and I hope you're feeling better soon and hold and I'll get your billing.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yes, thank you, sweetheart. Thank you.
[AGENT][NEUTRAL] All right. Thank you. Hold on just a moment.
[CUSTOMER][NEUTRAL] Alright honey.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] um in customer services.
[CUSTOMER][NEUTRAL] Hey, what's up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I have an insured on the phone that wants to make a credit card payment on her policy.
[CUSTOMER][NEUTRAL] OK, what's your policy number?
[AGENT][NEUTRAL] 614-354.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] OK, that's in 1960. Alright, you can send her over.
[AGENT][POSITIVE] All right, thank you, and here she is and she's fully verified.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, this is