AccountId: 011433970860
ContactId: 4cf54e27-f0c3-479a-99be-6c5c524d77e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263329 ms
Total Talk Time (AGENT): 129368 ms
Total Talk Time (CUSTOMER): 143982 ms
Interruptions: 11
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/4cf54e27-f0c3-479a-99be-6c5c524d77e0_20241230T22:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Hey [PII], I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have an insured on the other line that needs to make a payment.
[AGENT][NEUTRAL] OK, let's see, what is that policy number?
[CUSTOMER][NEUTRAL] It is 973-044.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I've got her pulled up. Um.
[AGENT][POSITIVE] I think I'm ready for her.
[CUSTOMER][NEUTRAL] Alrighty hold on one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hello [PII]? Yes ma'am. Thank you so much for holding I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Hey, [PII], I'm good. I hope you are.
[AGENT][NEUTRAL] Good, I'm well, thank you. Um, I got your information from [PII]. I've got your policy and everything pulled up and she let me know that you were wanting to make a payment on your policy today.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am. I moved and uh uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did an address change with the post office, but I'm finding out that um for some reason it's not going through y'all mailed it to my old address, but yes, if I can make a payment over the phone, that would be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course I can help you with that. Let me pull up and see what address we have for you and make sure that we have it updated.
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So we have [PII].
[CUSTOMER][NEUTRAL] Yes, she just updated that for me. Yes, ma'am.
[AGENT][NEUTRAL] Is that in [PII]? Perfect. OK, good OK good so from now on you should start getting your invoices at the correct address.
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][POSITIVE] Good, thank you.
[AGENT][POSITIVE] OK, of course, OK, so I have got everything put in and I'm ready for your card number whenever you're ready.
[CUSTOMER][NEUTRAL] I have to figure out.
[CUSTOMER][NEUTRAL] OK, it is, hold on. Let me get into some light. These eyes can't see. Um [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK, I understand.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that expiration date?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and the security code?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then can you confirm your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. So I'm gonna go ahead and process your payment for $129.60 and if you'll give me just a moment, I'll give you a confirmation number.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I have your confirmation number. Are you ready?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, 332.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] 83 and the letter S as in stop.
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] All right. All right.
[AGENT][POSITIVE] No problem, [PII], is there anything else we can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, and I guess I'll start uh mailing everything to the correct address now.
[AGENT][NEUTRAL] Yes, so your next bill should be, let's see.
[AGENT][NEUTRAL] It should be coming in April and so you should receive that at your current address, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and what was that amount? 129?
[AGENT][NEUTRAL] Um, 129 and 60 cents.
[CUSTOMER][NEUTRAL] 60. OK, and then I won't owe until next year, next January.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so it'll, it's actually quarterly, so your next payment will be due in April.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, now I pay by the year. And I thought that was the yearly.
[AGENT][NEUTRAL] Uh, you're right, you're right, you're right. I'm so sorry, you're right. I don't, I think I was looking at the wrong, I was looking at the wrong spot, but yes, this is the annual amount so.
[CUSTOMER][NEUTRAL] OK. No, no, that's OK.
[CUSTOMER][POSITIVE] No, no worries, no worries. I just, I knew it was around 100 and some dollars that I paid yearly, so, OK, that's perfect.
[AGENT][POSITIVE] You're right, you're right.
[AGENT][NEUTRAL] And so you actually won't get that bill until it's gonna be next December that should go out OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Sure. OK. Thank you so much for your help. All right. Have a good day. [PII]. Thanks. Bye-bye.
[AGENT][POSITIVE] OK, yes ma'am, no problem. Thank you for calling APL have a great day.
[AGENT][POSITIVE] [PII]. Bye-bye.