AccountId: 011433970860
ContactId: 493450f1-1225-4a74-959b-c69c12d10efe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 849359 ms
Total Talk Time (AGENT): 261048 ms
Total Talk Time (CUSTOMER): 156646 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/493450f1-1225-4a74-959b-c69c12d10efe_20250131T20:46_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] I need to pay my premium insurance premiums.
[AGENT][NEUTRAL] You need to pay your insurance premium today?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, perfect. I can help get you started that and then I can get you in the right direction. Um, do you have your policy number handy?
[CUSTOMER][NEUTRAL] No, my social security number.
[AGENT][NEUTRAL] OK, I can take that and pull up your policy for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. I got 4 policies.
[AGENT][NEUTRAL] 4 policies. OK. Let me pull up this one real quick for you.
[AGENT][POSITIVE] You having a great afternoon so far?
[CUSTOMER][NEUTRAL] Yes, ma'am. How about you?
[AGENT][POSITIVE] I'm doing wonderful, thank you so much for asking.
[CUSTOMER][POSITIVE] That's good.
[AGENT][NEUTRAL] And ma'am, what is your first and last name? I just want to make sure I have the right policies getting pulled up.
[CUSTOMER][NEUTRAL] You need the policy name?
[AGENT][NEUTRAL] No, just your first and last name if I can.
[CUSTOMER][NEUTRAL] Oh, my name, my name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And just to make sure I'm looking at this right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Are the policies under you or are they under somebody else?
[CUSTOMER][NEUTRAL] Probably under their name, probably under their name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you spell his first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And then let me search under his name real quick, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, I believe I found you said there were 4 policies total. I'm just copying down these numbers to make sure I don't have to go back into the search page after I leave it, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] and they are not so of course the fears are growing for them.
[AGENT][POSITIVE] All right, I so appreciate your patience while I got all of those numbers taken down. And Miss [PII], I do see you.
[AGENT][NEUTRAL] Here on this policy, um, would you be able to please verify for me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], perfect.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, thank you.
[AGENT][NEUTRAL] 18 wouldn't have made sense anyway, so thanks for correcting me, but I don't even know why that would, and then just the mailing address on file if you can.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful.
[AGENT][POSITIVE] Thank you. And
[AGENT][NEUTRAL] All right. So,
[AGENT][NEGATIVE] I think I ended up copying down.
[AGENT][NEUTRAL] 5 policy numbers instead of 4. Is that right? Was it 4 or 5?
[CUSTOMER][NEUTRAL] Who you got? Who you got? It's on the floor. Who you got?
[AGENT][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Let me, I'm sorry, I have to pull them all up one at a time. So [PII] on the 1st 1, [PII] on the 2nd 1.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] 154832154.
[AGENT][NEUTRAL] 68 Lance.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] 4969.
[AGENT][NEUTRAL] I've, oh, I'm sorry, I wrote down one of the numbers twice. I was about to say I have [PII] again, um, but it looks like I have those 3 and then I have an accident policy. Is that correct?
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][NEGATIVE] No, you're supposed to have a Diarrica, Diarria with them.
[AGENT][NEUTRAL] [PII] with them, OK.
[CUSTOMER][NEUTRAL] The others
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] OK, perfect. And I did see that name earlier when I was searching. So let me pull down that number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Form of turmer, you know, the brand I trust.
[CUSTOMER][NEUTRAL] project.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Every time I call, it's a problem paying these this premiums, these premiums.
[AGENT][POSITIVE] I'm sorry about that. When I have all the numbers, I will let you know what all of them are, so that way it makes it easier to find them in the future.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I know the part that's like I know I saw [PII] just a minute ago when I was first searching, so now I
[AGENT][NEUTRAL] OK. 832, I have.
[AGENT][NEUTRAL] 968, I have.
[AGENT][NEUTRAL] 69, OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] And then hopefully this is it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] That's too heavy for you. Let me go get something in this one. That ain't too heavy. I don't know why Trump to bring that heavy ass right here.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] I'm still here.
[AGENT][POSITIVE] Perfect. I was able to find [PII] and I have all 4 of those policy numbers. If you have a pen and paper, I could let you know each individual number and who it goes to for the future.
[CUSTOMER][NEUTRAL] I got the policy number. I just forgot it at home. I got all the policy number. I just.
[AGENT][NEUTRAL] Oh, never mind then. I just want to make sure you had access to them. But if that's it, then what I can do, ma'am, is I'm going to get you in touch with somebody in our billing department. I'll give them all the policy numbers so they don't have to search and they'll be able to take payment for you, OK?
[CUSTOMER][NEUTRAL] know
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you was able to find the answer?
[AGENT][MIXED] I was, yes, first started with a 6 instead of the 15, so it took me a little longer to find it, but I did get it.
[CUSTOMER][NEUTRAL] OK. Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. I'm gonna put you on a quick hold and I'll bring back somebody from the billing department and it'll be a lot smoother with them because I already found all the information, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Spring.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] Hey, I'm so wonderful. I have a Ms. [PII] on the phone who wants to make payments on 4 different whole life policies.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect, and I have all four policy numbers. Um, the first one is 154832.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The next one is 154968.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 154969
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the last one is 626-823.
[CUSTOMER][POSITIVE] All righty.
[AGENT][POSITIVE] Perfect, and I'll introduce you, Ms. [PII] when we join, is that OK?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Hey, thank you for your patience. I have Ms. [PII] on the line. She is going to be able to help take payment for all those policies for you today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Alrighty, Ms. [PII], like you said, my name is [PII] and I'm gonna.
[CUSTOMER][NEUTRAL] Get that payment for you.