AccountId: 011433970860
ContactId: 58d0c6b7-bff7-44a4-88ee-a11034e1bb8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383679 ms
Total Talk Time (AGENT): 153955 ms
Total Talk Time (CUSTOMER): 85756 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/58d0c6b7-bff7-44a4-88ee-a11034e1bb8f_20250203T13:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm trying to pay on the insurance policy.
[AGENT][NEUTRAL] OK, you're the subscriber and you're needing to pay your premium. Is that correct?
[CUSTOMER][POSITIVE] Yeah, yes ma'am.
[AGENT][NEUTRAL] OK, yes sir, well I can partially help you. What I'm gonna have to do is to pull up your policy information and verify some things with you first for security, and then I can get you connected to someone who can process your payment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII], but the [PII]'s gonna be an [PII].
[AGENT][NEUTRAL] OK, thank you. And then Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 005.
[CUSTOMER][NEUTRAL] 06676
[AGENT][POSITIVE] OK. Thank you, Mr. [PII]. Give me a couple of moments to get that information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please uh verify again the name of the policyholder and their date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And the home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for this policy is your number, so that is the best number that we should have. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, thank you. So give me just a moment to look at something first, please, Mr. [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so first off what I'm going to need to do, um, Mr. [PII] is to connect you with customer service for them to go over a piece a few pieces of information, and then once they do that they can get you if it's if they're able to to connect you with someone to process that payment that you were wanting to make, OK?
[CUSTOMER][NEUTRAL] He say, but they don't think famous.
[AGENT][NEUTRAL] Customer service does not, but the policy is not currently showing as active as of [PII].
[AGENT][NEUTRAL] So I can't
[CUSTOMER][POSITIVE] No, that's good
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] The past.
[CUSTOMER][POSITIVE] Great.
[AGENT][POSITIVE] I'm so I'm gonna connect you with customer service. Is there anything else I can help you with first?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you this morning?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] Good. I have a gentleman on the line who's calling to make a payment on this policy, but it is showing as termed as of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's on policy number 506.
[AGENT][NEUTRAL] 676.
[AGENT][NEUTRAL] The owner is the one on the phone, and his name is [PII].
[AGENT][NEUTRAL] And the policy is for [PII].
[CUSTOMER][NEUTRAL] OK, it is a whole life.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm. All right. Give me.
[CUSTOMER][NEUTRAL] Just a second so I can look at the notes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEGATIVE] I'll be honest, I'm not sure about how it works with whole life policies. It says that it's overloaded.
[CUSTOMER][NEGATIVE] Um, there was no response to the over.
[CUSTOMER][NEUTRAL] Owned a letter
[CUSTOMER][NEUTRAL] Um, for him, so, um, [PII] is the one who handles this. I will be just addressing him to that. We will be giving him a call back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All [PII]. And the phone number that's in line is going to be the one that's his number. That's not [PII], that's [PII]'s. The [PII].
[CUSTOMER][NEUTRAL] Um, in regards to it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So yes if you can let him know that everything else is accurate.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Mm alright thank you very much mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Yeah.