AccountId: 011433970860
ContactId: 5b932ba6-05ef-4338-a6a2-4d7c35bc27bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282320 ms
Total Talk Time (AGENT): 131680 ms
Total Talk Time (CUSTOMER): 108788 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/5b932ba6-05ef-4338-a6a2-4d7c35bc27bb_20250320T14:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you. I'm sorry, good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I need to see about paying um my account please.
[AGENT][POSITIVE] No, it would be my pleasure to assist you. Is that for the group or your personal account?
[CUSTOMER][NEUTRAL] Personal.
[AGENT][NEUTRAL] Alright, do you have your policy number available?
[CUSTOMER][NEUTRAL] 00931209.
[AGENT][NEUTRAL] Thank you. And can you verify your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And I usually pay it like 3 months at a time and I don't remember.
[CUSTOMER][NEUTRAL] When the last 3 months was up.
[AGENT][NEUTRAL] OK, and Miss [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm getting all that information pulled up bear with me just one moment.
[AGENT][NEUTRAL] OK, so what I need to do is to get you to our customer service department. I'm showing that the last um.
[AGENT][NEUTRAL] Eligibility date of service was [PII]. So let our customer service department check on that for you, and then they can, if you want to make a payment, then they will transfer you to our billing department to make that credit card payment on your policy, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] My pleasure. One moment, please.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Well, hey, [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you doing?
[AGENT][POSITIVE] I'm doing good. You sound like you've got the old good old spring thing.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It's, it's horrible, ain't it? I'm so sorry. I hope you feel better. I know, I know you.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] I'm on the other side.
[CUSTOMER][NEUTRAL] Believe it or not. Oh.
[AGENT][NEUTRAL] I know, but
[AGENT][NEUTRAL] I bet you still feel yucky though. There's no way not to feel yucky with all this yellowunk 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.
[CUSTOMER][NEUTRAL] Oh it'll be
[CUSTOMER][NEUTRAL] Yeah, oh [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 931-209.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I verified all of her information.
[CUSTOMER][NEUTRAL] All [PII]. Um, does she know that it's biopsy?
[AGENT][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 will transfer her to the billing department to process the payment.
[CUSTOMER][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.
[AGENT][NEUTRAL] Well, I mean,
[AGENT][NEUTRAL] And you get it? I know, me too.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][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.
[CUSTOMER][POSITIVE] OK, perfect. OK.
[AGENT][NEUTRAL] Where?
[CUSTOMER][POSITIVE] Yes, I am thank you.
[AGENT][POSITIVE] All right, [PII]. I hope you get to feeling better. Let me get her on the line. Thank you. One moment.
[CUSTOMER][POSITIVE] Thank you. OK.
[AGENT][POSITIVE] Ms. [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.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Hi Miss [PII], um, this is [PII] in customer service. Um, [PII] was just telling me what was 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] Yeah that's fine and let me ask you something so when I paid last time I thought it was paid through February is what was it paid through? Because I do it like 33 months at a time. It was actually paid through uh December because it's paid up to [PII], but let me see.
[CUSTOMER][NEUTRAL] Because I know one time I called it it was like not showing.