AccountId: 011433970860
ContactId: 3a3aed59-25e5-41c4-b1a9-62949333b162
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450359 ms
Total Talk Time (AGENT): 234079 ms
Total Talk Time (CUSTOMER): 158450 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/3a3aed59-25e5-41c4-b1a9-62949333b162_20250505T19:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I think I owe you money.
[CUSTOMER][NEUTRAL] I I was going through some paperwork and I came across a bill that I paid by phone that that the policy I think expect.
[CUSTOMER][NEGATIVE] It expired in February and I don't remember getting another bill, so I thought I would check.
[CUSTOMER][NEUTRAL] in
[AGENT][NEUTRAL] OK, so are you calling on
[AGENT][NEUTRAL] On behalf of a personal policy or on a group level?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] I'm, I'm calling on behalf of a personal policy. I have the policy number I can give you that.
[AGENT][NEUTRAL] OK, so first off, who am I?
[CUSTOMER][NEUTRAL] You're talking to [PII].
[AGENT][NEUTRAL] Um, I can partially help you. What I will have to do is to pull up your information.
[AGENT][NEUTRAL] OK, just a moment. I'll need to pull up your policy information, verify some things with you for security, and then I'll be able to determine who you would need to speak to. So again, who am I speaking with, please? Yes, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] 00646524
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so that was 00646524. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment please.
[AGENT][NEUTRAL] OK, so first off, Ms. B, any information, OK. Well, I, let me back up. I it's already explained. I'll have to verify some things with you for security. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] course
[AGENT][NEUTRAL] Thank you. The phone number, one of the numbers that we have on file for you is the same as the one you gave me. We also have another number on file. I don't know if this is maybe a home home number or another cell number.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You have an [PII].
[AGENT][NEUTRAL] This one ended in a 24.
[AGENT][NEUTRAL] With a different area code.
[CUSTOMER][NEUTRAL] That's an old phone number cross, cross it out. It it was an area it was an area code [PII].
[AGENT][NEUTRAL] OK, so is that, what was that phone number?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And it was, I think the last four numbers were [PII]. I don't remember the rest of it.
[AGENT][NEUTRAL] OK. Would you just verify the last four of your social then, Ms. [PII]?
[AGENT][NEUTRAL] Before I can change that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, no, I'm sorry, [PII]. Hello my social [PII].
[AGENT][NEUTRAL] Is your social?
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Alright thank you and lastly your uh.
[CUSTOMER][NEUTRAL] You don't need the rest of my zip code again.
[AGENT][NEUTRAL] I don't need that one again and then your um email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you so much. OK. So,
[AGENT][NEUTRAL] The [PII] is your cell phone number. Is that correct?
[CUSTOMER][NEUTRAL] No, that's my, that's my home number.
[AGENT][NEUTRAL] OK. Do you want to leave that as the
[CUSTOMER][NEUTRAL] I'm one of those people, uh, yeah, I'm, I'm one of those people that still has a landline.
[AGENT][NEUTRAL] OK, well, that's fine. OK, so you do want that number on file for you. Is that correct? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I can give you my cell too, but this is my landline.
[AGENT][NEUTRAL] Just whichever you prefer to have on file it's that's entirely up to you.
[CUSTOMER][NEUTRAL] Little, yeah, leave it, leave it, yeah, leave it with this one.
[AGENT][NEUTRAL] OK, so what I'm gonna need to do, Ms. [PII] is to get you connected with a member of our customer service department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To, to look at your policy with you, uh, I will let them know that we have verified all of your information, so you will not have to do that. And before I do transfer you, is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have the winning lottery numbers?
[AGENT][NEUTRAL] I wish that I did.
[CUSTOMER][NEUTRAL] Well, I would share.
[AGENT][NEUTRAL] I, I would share too, but the Lord doesn't, the Lord says no, [PII], you have to go to work. The Lord says, no, [PII], go to work.
[CUSTOMER][NEUTRAL] This the Lord has it.
[CUSTOMER][NEUTRAL] The Lord says no to [PII] too, yeah.
[AGENT][NEUTRAL] Yeah, he said just go to work. So here I am.
[CUSTOMER][POSITIVE] Yep yep, well I'm glad you are.
[AGENT][POSITIVE] OK. Well, it was my pleasure in speaking to you today, Ms. [PII], and again, is there anything else that I could help you with before I connect you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] That's it, that's it, thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome and I hope you have a wonderful afternoon and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am. So one moment, please.
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm fine, thank you. So I have an insured on the line who's wanting to make a payment on our policy that this policy is termed as a 31.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy is 646-524.
[AGENT][NEUTRAL] From Miss [PII], [PII].
[CUSTOMER][NEUTRAL] Alright, let me just a second to pull it up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] That would be the ladies very sweet.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] She said, I, I owe y'all some money is what she said.
[AGENT][NEUTRAL] But this I see the policy's lapsed. Mhm.
[CUSTOMER][NEUTRAL] Yes, she, yes, she has um
[CUSTOMER][NEUTRAL] She has a semiannual premium.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, yes, she has the same annual premium.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see, alright, um, I can go ahead and reactivate the policy and transfer her to billing to take the card payment.
[AGENT][NEUTRAL] OK, do you just wanna let her know that I didn't tell her that. I didn't because when it's OK, but the phone number that's in the system would be the one to call her back on because I just updated it to that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][POSITIVE] All right. Thank you very much.
[AGENT][POSITIVE] All righty. OK, [PII]. Well, thank you and have a good afternoon.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks, bye bye.