AccountId: 011433970860
ContactId: 449fd4ab-dc4e-4636-93eb-e746eb414574
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420040 ms
Total Talk Time (AGENT): 96846 ms
Total Talk Time (CUSTOMER): 135003 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/449fd4ab-dc4e-4636-93eb-e746eb414574_20250331T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I completed my portability form and was gonna call in.
[CUSTOMER][NEUTRAL] And make payment the uh just pay the annual.
[CUSTOMER][NEUTRAL] Subscription for that portability on the cancer policy.
[AGENT][NEUTRAL] OK. Um, sure, um, I can go ahead and get your information and see if I can get somebody to take that payment. I just need to check and make sure that we got everything set up correctly, OK, Mr. [PII]? Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and may I have the um the policy number?
[CUSTOMER][NEUTRAL] It is 025.
[CUSTOMER][NEUTRAL] 352-777
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and Miss [PII], may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII]. Email address should be
[CUSTOMER][NEUTRAL] Uh, I don't know if they updated it the last time we talked, it was [PII].
[AGENT][NEUTRAL] Looks like we have your
[CUSTOMER][NEUTRAL] And the address [PII].
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh, I also have a [PII].
[AGENT][NEUTRAL] That's the one we have. Is that OK?
[CUSTOMER][POSITIVE] Yeah, perfect. And then um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, um, yes, I can go ahead and get a representative to take a payment and you're trying to do a credit card payment over the phone or a debit card payment, correct?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so there's no extra fee and let me just go ahead and get uh the representative that takes payments in the phone, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hey so I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you. I have a member on the line that would like to make a payment uh for his policy, the cancer policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me get over there. What's her policy number?
[AGENT][NEUTRAL] All right, that is um 2609916.
[CUSTOMER][NEUTRAL] OK. And what's her name?
[AGENT][NEUTRAL] His name is Mr. [PII] birth birth. Yes, it's OK.
[CUSTOMER][NEUTRAL] His name, sorry.
[CUSTOMER][NEUTRAL] [PII], OK, I've got him pulled up. Let's see. And do you have their callback number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh yeah, it's the same one in the system, the [PII].
[CUSTOMER][POSITIVE] OK, I think I've got him pulled up then um that should be everything I need.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] All right, here he comes. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you. Thank you, you too.
[AGENT][POSITIVE] You're welcome. Thank you. Thank you for holding and being patient for you, Mr. [PII]. I got Miss Miss [PII] on the line. She's in the group billing department. She's gonna assist you with the payment, OK?
[CUSTOMER][POSITIVE] Oh, great. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too, thank you.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] So good, [PII]. How are you today?
[CUSTOMER][POSITIVE] Good, I'm doing well thank you um so I have your policy pulled up and so did let me know you wanted to make a payment for your policy, is that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, absolutely I can help you with that. When I submitted everything they said I'd get a new policy number. Will you send that out to me?
[CUSTOMER][NEUTRAL] Um, yes, I can give you that over the phone if you'd like that policy number.
[CUSTOMER][NEUTRAL] OK, what is that new policy number?
[CUSTOMER][NEUTRAL] It is 260.
[CUSTOMER][NEUTRAL] 9916.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, alright, let me just put this in real quick and we'll get that payment processed for you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] All right and just to confirm that amount is gonna be for.