AccountId: 011433970860
ContactId: 57b2ab09-a591-44f2-bcb9-4cdef75a61e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310260 ms
Total Talk Time (AGENT): 80489 ms
Total Talk Time (CUSTOMER): 122615 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/57b2ab09-a591-44f2-bcb9-4cdef75a61e8_20250310T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Uh yes, ma'am. My name is [PII] and I just got a letter in the mail from y'all. Apparently, I, I don't know why, but I missed, I didn't pay my whatever my last bill. I don't remember getting it back.
[CUSTOMER][NEGATIVE] I run myself to death, so I can't promise you that I didn't get it, but I don't remember getting it, but I was gonna just see if I could just pay it by the phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Instead of mailing a check in.
[AGENT][NEUTRAL] OK, [PII], can I get your policy number?
[CUSTOMER][NEUTRAL] OK, it is 00714976.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's usually when I get something like that, I just, I, I usually, when I walk in from the mailbox, I usually write the check right then and, you know, it just so I.
[CUSTOMER][NEUTRAL] I got 2 kids and I don't never know where I'm going half the time, so.
[AGENT][NEUTRAL] I understand that, [PII].
[CUSTOMER][NEUTRAL] If it's not archery, it's basketball or soccer or it's dance or.
[AGENT][POSITIVE] Exactly, exactly.
[CUSTOMER][NEUTRAL] But it's not like me to not, I just, I was just when I read it, I was like, well, I don't, I don't remember, I don't remem, I really don't remember it but like I said.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm checking, let's see.
[CUSTOMER][NEUTRAL] OK. Yeah, I don't wanna lose the policy.
[AGENT][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] I had it for too long and.
[CUSTOMER][NEUTRAL] I just
[AGENT][NEUTRAL] Uh, verify your date of birth and mailing address.
[CUSTOMER][NEUTRAL] It's [PII] and my address is [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am going to get you over to that area to see if they could take your payment over the phone.
[AGENT][NEUTRAL] So give me a quick second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Bring
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Thank you for calling APL. How may I help you?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] There you go. This is [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm [PII], how are you?
[AGENT][NEUTRAL] I am good. So I have an insured on the phone. Um, she said that she did not receive her bill, that's not making her payment, and she's wanting to know, um, it's, it lapsed on the [PII] if she can make her payment and get it reinstated.
[AGENT][NEUTRAL] Let me know when you're ready for the policy.
[CUSTOMER][NEUTRAL] OK, what's that policy number I am. Go ahead.
[AGENT][NEUTRAL] OK. It's 714.
[AGENT][NEUTRAL] 976 [PII].
[CUSTOMER][NEUTRAL] Alright, give me one moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's say, you know, yes.
[CUSTOMER][NEUTRAL] That's policy for PID HC.
[CUSTOMER][NEUTRAL] She want to make a payment by phone?
[AGENT][NEUTRAL] She does.
[CUSTOMER][NEGATIVE] 00, I can do that. Put her on for. I'll get, what's her name again? [PII], I hate they don't show the names.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, when it terms, you know, the name, OK.
[AGENT][NEUTRAL] Oh yeah, I noticed that mhm it's big.
[CUSTOMER][NEGATIVE] Oh, it's annoying. OK, anyway, put this back on through.
[AGENT][NEUTRAL] It is.
[AGENT][POSITIVE] All right. Thank you, [PII]. Here she comes.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] And she's been fully verified. OK, here she comes.
[CUSTOMER][POSITIVE] Oh, you're awesome thank you