AccountId: 011433970860
ContactId: 4ac74c70-5473-4c0c-a1e9-3f102f570111
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435820 ms
Total Talk Time (AGENT): 109107 ms
Total Talk Time (CUSTOMER): 331589 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/4ac74c70-5473-4c0c-a1e9-3f102f570111_20250415T18:39_UTC.wav
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[CUSTOMER][NEGATIVE] I don't be right.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, this [PII] number and I had left my, uh, letter at home for my policy number where it was telling me I needed to pay them.
[CUSTOMER][NEGATIVE] $379 and which I had it last week you wouldn't in and it was my birthday week and I spent some of it so I pay mostly half of it and make a repayment to pay the other $200 later. So that's gonna do $179 and have a $200 balance. Can you look me up without the uh policy number since I'm not at home? I mean like a, like a sister's like she's dying right now, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You know, I forgot the letter because I'm trying to spend time with her before she leaves us.
[AGENT][NEUTRAL] OK, and it's [PII]. Is that right?
[CUSTOMER][NEUTRAL] Yeah, and it was the one for, it was the one for Leber and hair and it had 379 on it cause I was saying I do 179 and pay 100 next month and the month after and not that they don't have to wait.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], it was only his number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I talked to them people last week and you was out in the at the loan department and the woman ain't calling me back to some other lady uh transferred me to, to that department and I left a message and she said they'll get back with me before they closed at [PII] and but they never did. And yesterday I was busy since I was [PII].
[AGENT][POSITIVE] I'm sorry to hear that.
[CUSTOMER][POSITIVE] Yeah, I was busy trying to take care of some even, but they call us back today because she was going down even more and I was gonna pay it off as girl but it was my birthday and since my mom ain't call me back Friday, I finished enjoying my [PII] birthday.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, OK, since this is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I say I leave $179 to get $100 every every month to pay off the $200 that'll be less.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, I hope you had a happy birthday last week.
[CUSTOMER][NEUTRAL] No, ma'am. No ma'am.
[CUSTOMER][MIXED] It was all right. It could have been better. I just spent some time with uh one of my uh two of my uh nieces.
[AGENT][NEUTRAL] She's
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Don't
[AGENT][NEUTRAL] OK. Now,
[CUSTOMER][NEUTRAL] And that is about it, and that quiet.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, now since this is on a loan payment, um, you will need to send in a check or a money order for that we, we can't take a credit card payment for that.
[CUSTOMER][NEUTRAL] You can't take it out the cause and it and debit be cash money so y'all don't do debit.
[AGENT][NEUTRAL] Uh, not for the loan.
[CUSTOMER][NEUTRAL] Uh shoot. Uh hold on a minute, let me get a piece of paper.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because if you had an envelope I I didn't uh they don't care about people right, let's see here. I got a piece of paper now, um.
[CUSTOMER][NEUTRAL] Let's get where I'll be home, but give me go ahead and give me the uh the loan number thing again since I'm not at home.
[AGENT][NEUTRAL] OK. Um, let me give you the policy number first. It's 5048.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm talking about about 504.
[AGENT][NEUTRAL] 818
[AGENT][NEUTRAL] Mhm. 818.
[CUSTOMER][NEUTRAL] 818. OK. Yeah.
[AGENT][NEUTRAL] And can I verify um.
[CUSTOMER][NEUTRAL] right now.
[AGENT][NEUTRAL] Your address and email address and phone number, please.
[CUSTOMER][NEUTRAL] It's still, it's still [PII] it's still [PII].
[AGENT][NEUTRAL] OK, and how about your phone number and email?
[CUSTOMER][NEUTRAL] Uh, area code [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, she's probably in pain. But well, you know, they don't, I don't, were they giving them pain pills?
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] What a, what a bit there. Hold on. Oh, they won't come from that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What I was looking for you now.
[AGENT][POSITIVE] Uh, the phone number. It's no no problem.
[CUSTOMER][NEUTRAL] I'm so crazy. 00, it's serious so she, she had my episode right now [PII].
[AGENT][NEUTRAL] OK, and your email address, your email address.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] [PII]. Are you assigned to 625? OK, OK, thanks.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and alright, let me know when you're ready for the address.
[CUSTOMER][NEUTRAL] Uh, doing it.
[CUSTOMER][NEUTRAL] check on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] So, oh yeah, I'm ready. I got, I just told her she's gonna get that. I'm ready for it.
[AGENT][NEUTRAL] OK, it's APL.
[CUSTOMER][NEUTRAL] I know they put them. What is it that ATLO.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, attention.
[AGENT][NEUTRAL] Customer service.
[CUSTOMER][NEUTRAL] Attention who?
[AGENT][NEUTRAL] PO Box customer services.
[CUSTOMER][NEUTRAL] 00, hold on a minute cause I just see something. OK, now I need to do now.
[AGENT][NEUTRAL] Customer service.
[CUSTOMER][NEUTRAL] Customer service. OK, that's attention customer service. OK, I got that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] PO Box
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] That's 26
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] I didn't hear the name [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII] and what's that?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, that's the last digits of that [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I need to uh do a money. I have to do a money order because I don't do 2. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright then, uh, Miss [PII].
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, it's not. That'll be it and thank you hon.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You too. All right, bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.