AccountId: 011433970860
ContactId: 53f03e35-826e-4c6f-ac25-ef2edf614d74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541210 ms
Total Talk Time (AGENT): 261126 ms
Total Talk Time (CUSTOMER): 209328 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/53f03e35-826e-4c6f-ac25-ef2edf614d74_20250320T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, hey, [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good. You sound like you've got the old good old spring thing.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's, it's horrible, ain't it? I'm so sorry. I hope you feel better. I know, I know you.
[AGENT][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] I'm on the other side.
[AGENT][NEUTRAL] But like it or not.
[CUSTOMER][NEUTRAL] I know, but
[CUSTOMER][NEUTRAL] I bet you still feel yucky though. There's no way not to feel yucky with all this yellow gunk stuff, but I, I'm so sorry, but I do have a patient on the line that is calling to make a payment on her policy, however, her policy has lapsed.
[AGENT][NEUTRAL] Oh, it'll be
[AGENT][NEUTRAL] Yeah, oh [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Policy number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 931-209.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I verified all of her information.
[AGENT][NEUTRAL] All righty. um, does she know that it's last?
[CUSTOMER][NEUTRAL] I told her that her last date of coverage was [PII] and that I would need to transfer her to customer service department and then if she's able to make that payment, then you would transfer her to the billing department to process the payment.
[AGENT][POSITIVE] You are the best. Thank you, thank you, because sometimes if they don't know it's labs I'm like I hate to say it, you know.
[CUSTOMER][NEUTRAL] Well, I mean,
[CUSTOMER][NEUTRAL] Did you get it? I know, me too.
[CUSTOMER][NEUTRAL] And she said she wasn't sure when it was due and she just thought about it and is calling to get it straight.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect. OK.
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] Yes, I am. Thank you.
[CUSTOMER][POSITIVE] All right, [PII]. I hope you get to feeling better. Let me get her on the line. Thank you. One moment.
[AGENT][POSITIVE] Thank you. OK.
[CUSTOMER][POSITIVE] Miss [PII], I have [PII] in our customer service department on the line. She's going to assist you further, and I hope you have a wonderful day.
[AGENT][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK thank you thank you bye bye.
[AGENT][NEUTRAL] Hi Miss [PII], um, this is [PII] in customer service. Um, [PII] was just telling me what's going on with your policy, and I have reactivated it, but I do need to go ahead and transfer you over to our billing department to take that payment if that's OK with you.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine. And let me ask you something. So when I paid last time, I thought it was paid through February. what was it paid through? Because I do it like 33 months at a time.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] It was actually paid through uh December because it's paid up to January the first, but let me see.
[CUSTOMER][NEGATIVE] Because I know one time I called it it was like not showing the payments that I had made.
[AGENT][NEUTRAL] C.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] It looks like we did receive a payment. I'm, I'm just going back to um the most recent that I'm seeing, but in August what.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] It doesn't really, I'm assuming it was by credit card because you if it was by check, there would be a check number, um, but.
[AGENT][NEUTRAL] September, I mean, I'm so sorry, August was paid [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] August and September actually we're paid [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then, um, on [PII], um,
[AGENT][NEUTRAL] October, November, and December were paid by credit card.
[CUSTOMER][NEUTRAL] OK, because I was assuming that it was paying in the next 3 months. I guess I misunderstood when I paid that.
[CUSTOMER][NEUTRAL] Only one on December.
[CUSTOMER][NEUTRAL] OK, so that that was the one on December was paying the past stuff, I'm assuming.
[AGENT][NEUTRAL] Yes, that's right, yes, ma'am, and it looks like, you know, going back that like, like in [PII], uh you paid February, March and April, you know, so it kind of has been behind a little bit like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, let me ask you this. I was gonna set it up to where I can go in monthly and pay it on the website, but it's asking for a member ID on any correspondence I have, I don't have a member ID. I have the policy number, but not an ID. Can you give that to me before you transfer me over and then I'll pay it and then going forward I'll just pay it on the uh website every month?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now you should not need uh an ID like that um but let me check with our billing department because I do not believe that you can go in and pay it monthly like that we would have to set it up on a monthly bank draft and we can do that for sure but I'm not sure um that we can pay online monthly right now.
[AGENT][NEUTRAL] I know they're working to get that but I'm just not sure it's there yet, so I will ask when I transfer you over, um, but if you wanted to provide a bank draft we can definitely um get that set up for you and if I'm not mistaken I do believe you can do that online enter your um bank draft information and then we can get you set up if that's what you wanna do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, um.
[CUSTOMER][NEUTRAL] No, I don't want to do it on bank draft.
[AGENT][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] And today it would pay, you know, paying the 3 months it would be January, February and March that you'd be paying um today. OK, OK, yes ma'am. Alright, well, can I do anything else for you before I transfer you?
[CUSTOMER][NEUTRAL] OK, yeah, that's that's fine, that's fine.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Thank you, Ms. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, this is [PII] in customer service. I have an insured on the line. Hey, and she wants to make a credit card payment on her policy.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] Apologize. Let's see.
[CUSTOMER][NEUTRAL] You have that policy number?
[AGENT][NEUTRAL] 931-209
[CUSTOMER][NEUTRAL] And which.
[CUSTOMER][NEUTRAL] Sorry, I was trying to get logged into the site. Oh darn.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] And what was the name?
[AGENT][NEUTRAL] A German.
[CUSTOMER][NEUTRAL] And you already gave me the question. Do you have a callback number?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright, I'm ready for whenever you are.
[AGENT][NEUTRAL] Alright, and let me ask you this, she was asking if she could pay online every month we don't allow that, do we?
[CUSTOMER][NEUTRAL] No, but we do, um, do auto draft for individuals, so if she would like to set that up we can do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, I asked her that and she said she did not want to do a bank draft. She wanted to be able to go on there and pay with her credit card and I did not think that was an option and I told her it was not. I wanted to make sure, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I don't believe it is. Hold on a second. Individuals, let me just ask this question and then they can answer probably while I'm on the phone with her and pay on COSC.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready for a ring.
[AGENT][NEUTRAL] OK, and she, she does know she's paying January, February and March. Just to let you know that. OK, I think that's everything. All right, here she comes. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the billing department. I understand you're wanting to make a payment on your uh policy.
[CUSTOMER][NEUTRAL] Yes ma'am. Alright, let me just confirm that policy number with you. I have 931-209.
[CUSTOMER][POSITIVE] Yes ma'am, that's it. All right.