AccountId: 011433970860
ContactId: 3329e49a-702a-4ede-8411-9c248a0b29e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375179 ms
Total Talk Time (AGENT): 147086 ms
Total Talk Time (CUSTOMER): 144576 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/3329e49a-702a-4ede-8411-9c248a0b29e8_20250203T14:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I just wanted to review my policy, um.
[CUSTOMER][NEUTRAL] I can't can't let me give you the policy number. It's 9, OK, number 91285599.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] 981-285-999
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, bear with me just.
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] OK, 9 and the number H.
[AGENT][POSITIVE] I got you. Alright, bear with me just one moment, let me get that pulled up for you.
[AGENT][NEUTRAL] It's pulling up slowly but surely, bear with me just one second please, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] And what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] And Miss [PII], what is your date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. I do have your policy pulled up. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, is this an accidental policy? I can't remember. I've got two different ones.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with the type of policy this is. This is actually a cancer policy. Let's see. Let me verify that.
[AGENT][NEUTRAL] It has, let's see, bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's been active since [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I couldn't remember. It's been so long.
[CUSTOMER][NEUTRAL] I'm getting so old.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Look, it is so hard, you know, I'm right there with you and it just gets harder and harder to know everything.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And well just to remember and to keep up, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, OK, I wanna pay this.
[AGENT][NEUTRAL] It looks like this is an intensive care policy. That's what this is.
[CUSTOMER][NEUTRAL] An intensive care policy, OK, um.
[CUSTOMER][NEUTRAL] I can't remember what does it pay if I'm in intensive care.
[AGENT][NEUTRAL] It looks like $300 daily.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Towards your intensive care.
[CUSTOMER][NEUTRAL] Alright, I wanna go ahead and I wanna go ahead and pay it then. Is this just once a year I pay this? It says premium period 21 to 13126, so yes.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes ma'am, and do you want to pay by credit card on the phone?
[CUSTOMER][NEUTRAL] No, I wanna pay by check.
[AGENT][NEUTRAL] OK, now you would need to mail that into our office.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can give you the information to put on the check.
[CUSTOMER][NEUTRAL] Um, hold on, I'll get a credit card to pay it by credit card then.
[AGENT][NEUTRAL] OK, well, while you're getting that credit card, Ms. [PII], I'm going to get you to a representative that can process that payment. Would that be OK?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, if, if you don't mind holding just one moment and if you're not back on the line when I transfer the call she'll understand that you're getting that card.
[CUSTOMER][POSITIVE] I'm, I've got it already. I have it already.
[AGENT][POSITIVE] Oh, you are fast. All right. Bear with me just one moment.
[CUSTOMER][NEUTRAL] Yeah. Well my purse was right here.
[AGENT][POSITIVE] I got you. Well, Ms. Ms. [PII], hold just one moment while I transfer the call. Thank you. It's been a pleasure to assist you. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[AGENT][POSITIVE] Well, good morning again, [PII]. This is gonna be our day.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I know you're excited about that, um.
[AGENT][NEUTRAL] I have an insured that wants to make a payment on her policy.
[CUSTOMER][NEUTRAL] OK, what's her policy number?
[AGENT][NEUTRAL] 75438. She has been with us a long time.
[CUSTOMER][NEUTRAL] Yeah, I was about to say that's an old one. OK, um, and is this Miss [PII], how does she pronounce her last name?
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Me, me, yeah, and I just called her Ms. [PII], verified all of her information.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty. I think that.
[AGENT][NEUTRAL] And she said that she want, first she said I gotta I'm gonna pay by check and then well you have to know that she said I'll pay by card. I'm ready.
[CUSTOMER][POSITIVE] OK, yeah, alrighty well I am logged in and ready to help her.
[AGENT][POSITIVE] Thank you, [PII]. Let me get her on the line.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] on the line. She's going to assist you with that processing that payment and you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Good, good, um, so [PII] gave me your policy information and let me know that you wanted to go ahead and make your payment over the phone today, um, so I will be helping you with that. Um, let's see, and it looks like your payment is gonna be $35.44.
[CUSTOMER][NEUTRAL] OK, so I've got everything entered in here and I'm ready for your card information whenever you're ready. OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].