AccountId: 011433970860
ContactId: 4e7a4818-7bde-42dc-bddd-8ef6ab6cd786
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1539880 ms
Total Talk Time (AGENT): 473353 ms
Total Talk Time (CUSTOMER): 409317 ms
Interruptions: 9
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/4e7a4818-7bde-42dc-bddd-8ef6ab6cd786_20250409T18:54_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] over in customer care. How are you doing this afternoon?
[AGENT][POSITIVE] I'm doing great, [PII]. How are you doing this afternoon?
[CUSTOMER][POSITIVE] I'm, I'm good. Thank you so much. Um, I, I have an insured on the line and she's needing to make a payment on her policy.
[AGENT][POSITIVE] Good. You're welcome.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, sure. I can help her with that. Do you have the policy number there?
[CUSTOMER][NEUTRAL] Yeah, absolutely. So it's gonna be 716.
[CUSTOMER][NEUTRAL] 433.
[CUSTOMER][NEUTRAL] And it should come up for a Miss [PII].
[AGENT][NEUTRAL] It does, yes, ma'am. It's just gonna make a payment. OK. um, do you have her a callback number or do I need to get it, [PII]?
[CUSTOMER][NEUTRAL] Yeah, absolutely, call back is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. I'll be happy to help her.
[CUSTOMER][NEUTRAL] No worries and [PII], full disclosure here I will tell you, so I called you guys earlier the policy was lapsed when she called through to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And so I in error called you guys first knowing I should call customer service because you know it was lapsed she's had a couple NF NSF um return payments so I did call over to customer service. She just changed it from laps to active. I don't even know if that matters on your end. I'm just relaying information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, sure. No, that's fine. No, ma'am, no, that makes, that makes perfect sense. So I see that it's paid to 21, so she actually owe 2 payments, but I'll go over all that with her. That's not a problem.
[CUSTOMER][POSITIVE] OK, OK, I just wanna make sure you had all the info. I appreciate you.
[AGENT][POSITIVE] OK, sure. You're welcome. You have a good afternoon, [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too, here she comes.
[AGENT][POSITIVE] OK, thank
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello, Ms. [PII]. Hey, how are you doing?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Yes, I'm
[AGENT][POSITIVE] OK, how are you doing today? I'm doing well, thank you so much. Um, my name is [PII]. I work in our billing department and I'll be able to assist you with this payment, OK? How much were you gonna pay today?
[CUSTOMER][NEUTRAL] OK, how are you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, what, whatever I need to pay to have it reinstated, um.
[AGENT][NEUTRAL] OK, so I see that it's 2 months behind, so it's gonna be a total of $50.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you do that?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, sure. OK, give me just a moment, Ms. [PII]. I'm trying to get my thing up. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I need to, um, I actually have a total of 4 policies that were coming out of my account, me and then the 3, my 3 kids.
[AGENT][NEUTRAL] With 3 kids. OK, let me look at that.
[CUSTOMER][NEUTRAL] Um, but I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, go ahead, I didn't mean to interrupt you, Miss [PII]. What were you saying?
[CUSTOMER][NEUTRAL] Um, but I only have the policy number for 22 of them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see, the last lady, but I do have his social.
[AGENT][POSITIVE] OK, we can find it. That's not a problem.
[AGENT][NEUTRAL] Having to sign back in my scene. I apologize to me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we're gonna pay the 50 on your, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, I'm ready for your card number, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you there, [PII]?
[CUSTOMER][NEUTRAL] Oh yes, I'm sorry [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Can you give me the expiration, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the 3 digit security code, please?
[CUSTOMER][POSITIVE] Um, my favorite.
[AGENT][NEUTRAL] [PII] and your zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you. So I'm gonna process this one for $50 OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK just
[AGENT][NEUTRAL] Would you like for me to email you a receipt for this one?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry my boss
[AGENT][NEUTRAL] That's OK. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mo
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] OK, sorry about that. I just had to let my dog back. Can you repeat that?
[AGENT][NEUTRAL] That's no problem. I understand you're good. Do you want me to email you a receipt or, or do you want me just to give you an an uh transaction number? I can do either one or both.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, you can email the receipt please.
[AGENT][NEUTRAL] OK. Can you verify your email for me? I've got [PII]. Is that right?
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] OK, thank you. Alright, so.
[AGENT][NEUTRAL] All right, I just processed that payment for you. OK, now you said you have some other policies and you have a policy number for 2 of them, is that right?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, what is the first one you have?
[CUSTOMER][NEUTRAL] It is 716-657.
[AGENT][NEUTRAL] 716657. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me place you on a brief hold for just a moment, OK? I, I need to check on something with this, OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're welcome. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] No, thank you so much for holding for me. I apologize for the wait. Yes, what are the other policy numbers? We'll just have to have these activated before I can take a payment because I do see that they have lapsed due to to nonpayment. What is the other policy number you have?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] And the name on this policy, let me verify that for you.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Oh, they all, they, they normally all come out at the same time.
[AGENT][NEUTRAL] Yes ma'am, it's just that we have to have it um with customer service.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So what
[AGENT][NEUTRAL] Before I can take the payment because it has to be active, but let me get all the information so you don't have to repeat it and I can get you connected with one of those representatives, OK?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so this other um.
[CUSTOMER][NEUTRAL] This other policy number 71.
[CUSTOMER][NEUTRAL] 66,660.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and the name on this one is gonna be for who?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Sure. What's his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Got that. And what is the address?
[CUSTOMER][NEUTRAL] It's the same [PII] little bit.
[AGENT][NEUTRAL] OK. Yes, ma'am. Thank you so much. I just have to verify that. OK. All right. Now, you said you had, there's 2 more that you don't have the number, is that, is that correct?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But there's one more. So maybe the one for [PII], the first one I gave you, uh, but, uh, the last one, [PII]. I have the social and everything. I just don't, I just don't.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] That'd be fine.
[AGENT][NEUTRAL] OK, what's the
[CUSTOMER][NEUTRAL] So the [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] is that correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh-huh, that's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And you said his date of birth is [PII]. Is that right, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII] yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, OK, well thank you so much. I'm gonna get you connected with one of our customer representatives. I'm gonna go ahead and give them this information for you, OK?
[CUSTOMER][NEUTRAL] OK, so I'm going back to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The a person that's gonna take the payment.
[AGENT][NEUTRAL] What, what, what, what happens is, since, since the policies are not active, they just have to verify it for me because I can't, they have to activate it before I can take the payment, OK? So, so it's just a process, yes, ma'am. I apologize for if it's an inconvenience, but that's what we have to do. But I'm gonna connect you with somebody who can certainly help you with that, OK?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, you have a great afternoon. Hold on just a moment for me.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey [PII], [PII], it's [PII].
[CUSTOMER][POSITIVE] Hey love, what you got for me?
[AGENT][NEUTRAL] Hey, how are you? I got this.
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] [PII] on the phone. I have taken her payments for for her policy, but she's got two others that are not active, and I've got the policy numbers.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] OK, one is 716657.
[AGENT][NEUTRAL] And 7
[CUSTOMER][NEUTRAL] She's wanting to keep those.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh hang on.
[AGENT][NEUTRAL] And she had one on her own and I took the payment for it because she someone has sent her to customer service and they activated it, but she's got other policies that she's wanting to keep.
[AGENT][NEUTRAL] And I noticed that they weren't
[CUSTOMER][NEUTRAL] Well, this one can't be activated like that because it's been termed since [PII], so she'll have to reinstate.
[AGENT][NEUTRAL] But somebody activated her.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Let me see, hang on, let me see when it was turned.
[CUSTOMER][NEGATIVE] Oh, they just did it because of insufficient funds. So you just want me to activate it?
[AGENT][NEUTRAL] Yeah, and then I need to get 2 months payment on it, is that right?
[CUSTOMER][NEUTRAL] Yeah, we'll have to get the 2 months.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, if you don't mind, please, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and there's one more, please.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] Alright, let me do this one hang on.
[AGENT][POSITIVE] Oh, you're good.
[CUSTOMER][NEUTRAL] They transferred you to call?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Customer service?
[AGENT][NEGATIVE] No, she said that she should have done to customer service. She'd already, she'd already talked to somebody that activated it. I, I guess she talked to my customers aren't they.
[CUSTOMER][NEUTRAL] We're not supposed to send it to you guys unless they're activated correct and PIP.
[AGENT][NEUTRAL] Oh gosh, OK. Yeah, this is my first one that I've had to handle like this. I was kind of confused myself.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the other one?
[AGENT][NEUTRAL] 716657
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] You said 716657?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] He's active. That's the number you just gave me, I think. Yeah. What's the other number?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm sorry, 716-655 is the number of [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] It's OK. You had me tripping. I'm like, did I just do this.
[AGENT][NEUTRAL] Yeah, I was tripping too. I was like, wait, that's active. I know it was.
[CUSTOMER][NEUTRAL] And I'm like, I know I got a note for today, but I know I didn't transfer her that call.
[AGENT][NEGATIVE] I think I messed up and told her that they I just tell her they relapsed, so my goodness, how do you say that when someone calls now how how do you tell somebody like you can't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, you're fine.
[CUSTOMER][NEUTRAL] You're cutting out. It's like you're echoing. I'm sorry. What did you say?
[AGENT][NEGATIVE] Yeah, no, it's not. How do you tell, I mean, we're not supposed to say that it's flat, right? That's not gonna, you can't do that one.
[CUSTOMER][NEGATIVE] No, but customer services is supposed to be sending the call to you guys to take a payment unless the policy is active.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] In this case, it's supposed to be on direct bill pay or bank draft, which it was on bank draft, but um
[CUSTOMER][NEGATIVE] We should really have it activated before you guys even get this call transferred. It's just I don't know why I was transferred to you.
[AGENT][NEUTRAL] OK, but I think.
[AGENT][NEUTRAL] I don't know. OK, thank you for letting me know that, but I can go ahead and take the credit card payment.
[CUSTOMER][NEUTRAL] Yes, you're fine because it looks like she just got an NSF and she just got terminated. So as long as it's within those 30 days, we're OK. Yeah, we're fine.
[AGENT][NEGATIVE] Yeah, it's for too much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for your help. I really appreciate you, [PII]. Thank you so much.
[CUSTOMER][POSITIVE] All right, girl, you're good.
[CUSTOMER][POSITIVE] No problem, love. Have a good day.
[AGENT][POSITIVE] Have a good afternoon
[AGENT][NEUTRAL] You did, yeah.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] Ms. [PII], are you there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. I, I went ahead and they, they've got it situated that way I can just go ahead and take the payment for you, OK? So we're gonna for, for [PII], it's 1325 and it's gonna be two months premium so that's gonna come to.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 2650 for his, OK?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, so you're gonna do them all they have to be all done separate?
[AGENT][NEUTRAL] They don't have to be all them separate. Let's get the other total for you. That was, and that was for tomorrow. So his is 2016.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean, it doesn't matter. What is it easier for you. I'm just saying.
[AGENT][POSITIVE] Have to do it like that. No, you're exactly right.
[AGENT][NEUTRAL] And the gray one here it's gonna be.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] 3050.
[AGENT][NEUTRAL] OK, now that was all of them correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we're gonna say 2650 plus the 3050, that total is gonna be 57.
[CUSTOMER][NEUTRAL] And then it was uh and I, and you have yeah.
[AGENT][NEUTRAL] $57.
[CUSTOMER][NEUTRAL] And you have [PII], right? I gave you one for [PII].
[AGENT][NEUTRAL] What's the essential?
[CUSTOMER][NEUTRAL] Um, the policy number.
[CUSTOMER][NEUTRAL] Uh, I don't know if you missed that it's a 716,660.
[AGENT][NEUTRAL] And that was for 12:50 at that time.
[CUSTOMER][NEUTRAL] Come on guys.
[AGENT][NEUTRAL] OK, so he's just gonna be for $25.
[AGENT][NEUTRAL] There's a total, the 3 of those is going to be.
[AGENT][NEUTRAL] 82, but I'm gonna do that again just to make sure I'm right, OK.
[AGENT][NEUTRAL] Yes, ma'am. So I'm gonna do a total for $82 and that's for all three policies, paying 2 months premium to pay the policies currently. Is that OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] All right. You're welcome. Thank you for your patience.
[AGENT][POSITIVE] All right, thank you. You can give me that card number again.
[CUSTOMER][POSITIVE] OK, it's good.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 720.
[CUSTOMER][NEUTRAL] 0250.
[CUSTOMER][NEUTRAL] 249
[AGENT][NEUTRAL] [PII] what now?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what was the expiration date, ma'am?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the security code
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is it again, ma'am?
[CUSTOMER][NEUTRAL] Security code [PII].
[AGENT][NEUTRAL] And your zip code please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Email you the
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you give me that email again, please, ma'am?
[CUSTOMER][NEUTRAL] Email [PII] [PII].
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK, it's telling me I've got the card number wrong. OK, so I've got [PII]. What was after that?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 02502498
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I've got that processed for you and I've emailed you those receipts, OK?
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Oh, you're welcome, Ms. [PII]. Is that all I can help you with today?
[CUSTOMER][NEUTRAL] And that's it.
[AGENT][POSITIVE] OK, well, thanks for calling. I hope you have a great day.
[CUSTOMER][NEUTRAL] And so those will start for the automatic gra um but those start coming back out of my account automatically?
[AGENT][NEUTRAL] Yes, ma'am. They will, they dropped on the [PII]. This is pay a card till, um, [PII] and then it dropped on [PII], OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome.