AccountId: 011433970860
ContactId: 65bb0dbb-fd28-460c-a910-11cb58d6ade4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396140 ms
Total Talk Time (AGENT): 181606 ms
Total Talk Time (CUSTOMER): 159668 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/65bb0dbb-fd28-460c-a910-11cb58d6ade4_20250527T14:31_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] and I.
[CUSTOMER][NEUTRAL] I was just calling because um.
[CUSTOMER][NEGATIVE] I needed, I had lost my phone and I needed to make a payment for my uh premiums.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with your, with your payments, [PII]. Um, can I please get your
[CUSTOMER][POSITIVE] Oh, you can, that's excellent.
[AGENT][NEUTRAL] Yes sir we can um make sure that we get you over to the billing department so that they can take your payment over the phone it'll be just that easy um first I'll need to get your call back number sir just in case the call is disconnected.
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][NEUTRAL] OK, this phone number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Let me get that real quick.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Apologize.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 0228.
[CUSTOMER][NEUTRAL] 0800
[AGENT][NEUTRAL] OK, let me pull that in real quick.
[AGENT][NEUTRAL] And my computer is being a little slow so I appreciate you bearing with me while we.
[AGENT][NEUTRAL] Look up your information for you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it [PII] where you are?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh, it is so [PII]. You have no idea. It's been soggy for since Friday.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, alright, so [PII], can you please verify your date of birth for me and your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my address [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], sorry.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And then what is your um
[AGENT][NEUTRAL] Email address that we have on the policy for you?
[CUSTOMER][NEGATIVE] My what? You're cutting out.
[AGENT][NEUTRAL] I'm sorry, email address?
[CUSTOMER][NEUTRAL] My billing address my billing, billing address, did you say?
[AGENT][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] Oh, email. It's [PII].
[CUSTOMER][NEUTRAL] In lower case [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you [PII] and then one last verification um I'm showing a different phone number on the policy than the one that you gave me to call you back on what is that phone number that we have on the policy, sir?
[CUSTOMER][NEGATIVE] That's my husband, uh, but my phone has been lost. I'm, it should be arriving today sometime in the mail.
[AGENT][NEUTRAL] Oh, so you'll need to change it as soon as you get it? Yes, sir.
[CUSTOMER][NEUTRAL] But my, my phone number is that yeah, no, uh, it's it will remain the same.
[CUSTOMER][NEUTRAL] So that that number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, sir. I appreciate that. Thank you. OK, now I'm looking at your policy and are you still with the group, um, your employer?
[CUSTOMER][NEUTRAL] That's my number.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, partner's personal management service.
[CUSTOMER][NEGATIVE] Yes, but I haven't worked.
[CUSTOMER][NEUTRAL] Partners personnel, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] However, uh, they have failed to.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEGATIVE] Uh, I haven't worked in the last 3 weeks.
[AGENT][NEUTRAL] Well, as long as, uh-huh.
[AGENT][NEUTRAL] Oh my goodness. OK. So, um, as long as you're still on the group,
[AGENT][NEUTRAL] We we can't take the payment because the group pays us you pay the group weekly and then they pay us, so um you'll need to contact your group or I can even transfer you on over to them and maybe get the payment to them and then they'll send it to us but I'll I'll get you in the right direction.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you so much. Yeah, and I had that phone number. But of course, it's in my phone and I don't.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Oh you do?
[AGENT][POSITIVE] Oh, goodness. OK.
[CUSTOMER][NEGATIVE] Uh, I no longer and it was stolen, uh.
[AGENT][POSITIVE] Oh, gosh, I hate that. OK. Well, I'll make sure I get you on over there and then they can help you, they can assist you as far as the payment goes. You're very welcome. And let me give it to you before I transfer just in case the call drops, you'll have it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know, so.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK, let me grab a.
[CUSTOMER][NEUTRAL] My pen
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] All right, go ahead.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, sir. That's correct.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] OK, I'm gonna put you on a brief hold. Well, you're welcome, [PII]. I'm gonna put you on a brief hold and I'm gonna transfer you on over there and I appreciate you calling APL and you have a good rest of your week.
[CUSTOMER][POSITIVE] Thank you so much for all your help.
[CUSTOMER][POSITIVE] Thank you so much. You do the same.
[AGENT][POSITIVE] Thank you, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye bye.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Pa espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.