AccountId: 011433970860
ContactId: 648da6d3-2899-44c5-bf06-a869621097df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 642929 ms
Total Talk Time (AGENT): 159051 ms
Total Talk Time (CUSTOMER): 429100 ms
Interruptions: 9
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/648da6d3-2899-44c5-bf06-a869621097df_20250611T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][NEUTRAL] Hey, it's [PII].
[CUSTOMER][NEUTRAL] Oh, I thought you said [PII]. Sorry, I was going in and out. I'm like, did I call customer service?
[AGENT][POSITIVE] No, no worries.
[CUSTOMER][NEUTRAL] Oh I was gonna go with it.
[AGENT][POSITIVE] No worries. What's up?
[CUSTOMER][NEUTRAL] Um, [PII], I have an insured on the other line that needs to make a payment for their premium.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] OK, what's the insured's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It is 998115.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] 8115.
[AGENT][POSITIVE] [PII]. Oops, I can spell.
[AGENT][POSITIVE] All right, I'm ready for whenever you are.
[CUSTOMER][NEUTRAL] Alrighty hold on one moment.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome, hello [PII].
[CUSTOMER][POSITIVE] Yes, thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] All right honey. Enjoy your life in [PII]. Thank you also. Have a good day in [PII]. Bye bye.
[CUSTOMER][NEUTRAL] All right, honey bye bye.
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Hi [PII], like she said, this is [PII]. How are you today?
[CUSTOMER][NEUTRAL] Hey, I'm just, I'm fine, but I'm just pretty swamped. A lot's going on.
[AGENT][POSITIVE] Oh my goodness, I'm sorry to hear that.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Can I just confirm with you a callback number in case we get disconnected?
[CUSTOMER][POSITIVE] Yeah, well, it'll get better.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Awesome, OK, I just wanted to make sure of that. Alright, and she said you want to pay on your um on your policy?
[CUSTOMER][POSITIVE] Well I appreciate that.
[CUSTOMER][NEUTRAL] Yes, it's due on the [PII] and I thought, uh, we're kind of cut that like we've been having to go around with social security, you know.
[AGENT][POSITIVE] Oh, you're in plenty of times.
[CUSTOMER][NEUTRAL] Yeah, well, you know, the mail, I'm telling you with all the storms and everything too, um, if I, if I did bill pay through my bank, my one bank, for it would take longer than it would to get to Fort Worth for me and I live in [PII] next door.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't know, things are just taking a long time lately.
[AGENT][NEUTRAL] Well, would you like to do that quarterly payment of 4560?
[CUSTOMER][NEUTRAL] So, so yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] She gave me policy number 998115.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I'm ready for that card number whenever you are.
[CUSTOMER][NEGATIVE] Oh, I didn't get a card. I, it's a check number and I'm so used to writing a check. [PII], I had all that time.
[AGENT][POSITIVE] Oh, I'm so sorry, yes ma'am, I can only do a card by phone.
[CUSTOMER][NEUTRAL] OK, alright, let me, let me grab one.
[CUSTOMER][NEUTRAL] I have an assortment.
[CUSTOMER][NEUTRAL] Just a minute. Oh yeah, well.
[AGENT][NEUTRAL] You can do a debit card to that checking account if you wanted to.
[CUSTOMER][POSITIVE] That's great too. Just a minute. I use that a lot, just a minute.
[CUSTOMER][NEUTRAL] Yeah, once the social security checks and stuff in there, you just go crazy.
[CUSTOMER][NEUTRAL] Check, check, check. I can pay with my debit just a minute.
[CUSTOMER][NEUTRAL] Get my phone in here.
[CUSTOMER][NEUTRAL] It's been a week, you know.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And where are you when you're in [PII] too?
[AGENT][NEUTRAL] No ma'am, I'm in [PII].
[CUSTOMER][NEUTRAL] I know we're halfway through.
[CUSTOMER][NEUTRAL] [PII]. Well, we're getting closer. She's [PII], [PII]. Yeah, I'm getting it. We've lived on both coasts and we're from [PII] originally, so we kinda
[AGENT][NEUTRAL] So I'm kind of halfway between you and [PII].
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] We've seen a lot of weather and a lot of, a lot of highway.
[AGENT][NEUTRAL] What brought you to [PII]?
[CUSTOMER][NEUTRAL] Oh, years ago, a job and uh we've been here 46 years, so.
[AGENT][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] And been through a couple of jobs since then. Well, no, 11 was 26 years, but the 1st 10, I was pregnant with number 3. We had him and [PII] resigned the job we moved here for when he was [PII] old because the man was not to be trusted.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Well, after that many years, you are definitely a Texan now. You can't climb [PII] anymore.
[CUSTOMER][NEUTRAL] Yeah, it was kind of crazy.
[CUSTOMER][NEUTRAL] For sure, for sure. I'm telling you, you know, one mood is at
[CUSTOMER][POSITIVE] had a good time. I have two that still live in [PII] with their kids and well.
[CUSTOMER][NEUTRAL] around here, you know, about 3.5 hours away. And then, uh, one in [PII], I want to come to [PII] to see him, the grandkids.
[AGENT][POSITIVE] Oh, definitely.
[CUSTOMER][NEUTRAL] All right, let me see here.
[CUSTOMER][NEUTRAL] Oh, I pulled the wrong little packet. I've got. Let me see, I got my social security and my license just a minute.
[CUSTOMER][NEUTRAL] Some them both in these black things with picture, you know how you have the clear on the other side.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm just doing that silly debit card. I can get my hand on it.
[CUSTOMER][NEUTRAL] I broke 22 nails yesterday, so I don't pull them up as carefully. I've got band-aids on that real low, you know, and you don't want to cut those off till they get a little bit longer.
[AGENT][NEGATIVE] Oh, yes, ma'am. Those are painful.
[CUSTOMER][NEGATIVE] Well, I'm just afraid I'll break them that. Alright, we've got a debit card here.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And we've got [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Expires [PII].
[CUSTOMER][NEUTRAL] And you need 3 little digit thing.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I apologize [PII].
[CUSTOMER][NEUTRAL] It's in my name [PII]
[CUSTOMER][NEUTRAL] I beg your pardon?
[AGENT][NEUTRAL] That code was [PII] what?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the last thing I'll need is the zip code for that that card.
[CUSTOMER][NEUTRAL] My, uh, the bank number, um, bank name for what? What did you say?
[AGENT][NEUTRAL] Well, your zip code to your, I guess it would be your house if that's where you get your statement.
[CUSTOMER][NEUTRAL] Oh, you
[CUSTOMER][NEUTRAL] Oh yes, um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Once I have this processed, I can give you um an authorization number.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] OK, let me get back in that other room and away from this stuff.
[AGENT][NEUTRAL] I can also send a receipt to the email address that we have on file it looks like.
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, [PII], there's no N in the middle. There's that h but no. I'm turning my meat off a while ago. I'm sorry, but I gotta turn this down.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Cooking some dinner for him.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][POSITIVE] Let's see, I apologize it's pulling up right now.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][NEUTRAL] Just one moment. OK, there it is. OK, B as in boy.
[AGENT][NEUTRAL] And then it's 652.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] 52
[AGENT][NEUTRAL] 6
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] 6 again.
[AGENT][NEUTRAL] 652-67 yes ma'am, and I'm gonna send that receipt over to your email.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 5267.
[CUSTOMER][NEUTRAL] It's a short one. I'm just gonna put frost oven in here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I should tell everybody when I'm using a debit though.
[CUSTOMER][NEUTRAL] OK, which checking account came out?
[CUSTOMER][NEUTRAL] You know I have so much money. I've got 3 accounts, so.
[CUSTOMER][NEUTRAL] One, yeah, we moved to the one closer to us and I'll tell you it's the one that's so slow and everything we thought we could walk up there and do things and it's a [PII] bank.
[CUSTOMER][NEUTRAL] And they're out of [PII]. I mean our insurance is out of [PII]. We paid it 18 days early when we were going out of town one time.
[CUSTOMER][NEUTRAL] They got it like
[CUSTOMER][NEGATIVE] I was like, are you kidding me? So I don't use bill pay through that bank card like.
[AGENT][NEUTRAL] Mm, right, yeah.
[CUSTOMER][NEUTRAL] And that's why I thought, oh gosh I'm gonna have to go ahead and call and.
[CUSTOMER][NEUTRAL] You know, didn't think about putting out a card, but I'm trying. They, they work better this way if we do debits with them. [PII]. Alright, [PII].
[AGENT][NEUTRAL] Oh, yes, ma'am.
[AGENT][POSITIVE] All right, that should be coming your way um email as well so if there's anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] No, no, you can pay the rest of my bills. I wish I could do them all once I fell asleep, but then.
[CUSTOMER][NEUTRAL] I'm telling you.
[CUSTOMER][POSITIVE] There's a company I added a couple of things with them though that we love them their home server service line warranties and they um.
[CUSTOMER][POSITIVE] Their price for covering my, you know, air conditioner and heater and everything was like, whoa, I, I'll sign up with that one too, and we have our drainage line. We've had water under our house and all sorts of things, so all this stuff, you know, is getting covered and it's not very expensive.
[AGENT][POSITIVE] Yes, those home warranties are very essential.
[CUSTOMER][NEUTRAL] Yeah, I don't, we don't do a lot of them, but this is just, just for electrical and, you know, things like that. So I said, OK, I'm, I'm done. Jack, we're done crawling in holes by the house and, you know, doing all this stuff ourselves. I'm not a mole.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I agree.
[AGENT][NEUTRAL] Especially in [PII], there could be some critters in there that you don't wanna meet.
[CUSTOMER][NEUTRAL] Mm. Next door, they've had, they really have had things under their house. And they've only had it a couple of years. Um, it was, it had skunks, the skunk family. They had moles, and they had some other underground thing. I think it was, I think it was first, I don't know, we've had awesome walking around, you know, it'll set off a ring, you know, the, the pictures and then you see that they, when they look up there, it'll be white, we've had those ones.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And with their eyes, their eyes show. I mean, but they're so slow and helpful. They eat, they eat the bugs, so I'm like, OK, you can stay.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, definitely stay.
[CUSTOMER][NEUTRAL] The other one's gotta go.
[CUSTOMER][NEUTRAL] It's not been under our house, thank God.
[CUSTOMER][POSITIVE] All right, sweetheart, thank you so much.
[AGENT][POSITIVE] Yes ma'am, you have a great rest of your week. Thank you so much for calling APL.
[CUSTOMER][POSITIVE] Well, I appreciate your help.
[CUSTOMER][POSITIVE] You too. All right. God bless you in [PII]. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] God bless you. Thank you. Bye-bye.