AccountId: 011433970860
ContactId: 66660b27-dd29-4f9b-b411-20b3087632a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480000 ms
Total Talk Time (AGENT): 195290 ms
Total Talk Time (CUSTOMER): 200600 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/66660b27-dd29-4f9b-b411-20b3087632a9_20250513T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII] from, uh, [PII]. I was calling to, uh, I pay my
[CUSTOMER][NEUTRAL] Insurance every 6 months?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I think it's due this, I think it's due this month here in May. Can you check that for me please?
[AGENT][NEUTRAL] Yes, sir. I can check your policy, see when your payment's due. [PII], can you, um, give me your callback number?
[CUSTOMER][NEUTRAL] My, no, it's [PII], is, is, is [PII].
[AGENT][NEUTRAL] Yes, can you please give me, yes, sir. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, hold on one second I got here.
[CUSTOMER][NEUTRAL] 626-824.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, and can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on.
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] ZIP code [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, sir. Alright, yes sir, I can hear you perfect. Thank you for verifying your policy for me.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Alright, I am.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] I'm looking at this policy and I see that you're paid to [PII].
[CUSTOMER][NEUTRAL] That's 6 months.
[AGENT][NEUTRAL] Yes, sir. It says um paid to date is [PII].
[AGENT][NEUTRAL] Let me see if you have any other.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Policies
[CUSTOMER][NEUTRAL] No, uh, that's for every 6 months, huh?
[AGENT][NEUTRAL] No, that's it. Yes, sir. That's twice a year.
[CUSTOMER][NEUTRAL] Right, I don't recall.
[AGENT][NEUTRAL] So you're not doing, you're not due until [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, I, I, I, uh.
[CUSTOMER][NEUTRAL] I know I pay uh.
[CUSTOMER][NEUTRAL] Hey, uh,
[CUSTOMER][NEUTRAL] Every 6 months on a loan that I not every 6 months, I'm sorry, but I pay on a loan interest every year. Did, did, did I, I, I mailed, could you check that and see I, I had, I know I, I had mailed that in too. I think I sent that to somewhere else. They gave me a mailing address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Y'all got another
[CUSTOMER][NEUTRAL] Uh, address somewhere else.
[AGENT][NEUTRAL] Uh, we have the address in [PII] City. Is that the one you're talking about?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes sir, we do have an address there.
[CUSTOMER][NEUTRAL] Yes ma'am, in [PII]. I did.
[CUSTOMER][NEUTRAL] Do you show what can you see if that they receive that interest payment there?
[CUSTOMER][NEUTRAL] That I, you know, that I pay every year on the interest.
[AGENT][NEUTRAL] What was the, um, do you know what the amount was, sir?
[CUSTOMER][NEUTRAL] Uh, I think it was 90.
[CUSTOMER][NEUTRAL] 9221, something like that.
[AGENT][NEUTRAL] OK, what I'm gonna have to do is transfer you on over to the customer service department because I can't see payments for interest. I can just see that you're paid to date on your policy is [PII], so I'll need to get somebody to help you in customer service.
[CUSTOMER][NEUTRAL] Well let me ask you, OK, I understand what you're saying, uh.
[CUSTOMER][NEUTRAL] When, uh, can you see where I, where I made that payment every 6 months, the the the day that the month that I sent that in.
[CUSTOMER][NEUTRAL] And I don't recall seeing that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Uh, you, it's not done by check, sir. It looks like, let me make sure. It looks like you're on.
[CUSTOMER][NEUTRAL] When I, when I
[AGENT][NEUTRAL] You're on bank draft.
[CUSTOMER][NEUTRAL] They did, yes, it's on bank draft, right.
[AGENT][NEUTRAL] Yes, sir. It's on bank draft.
[CUSTOMER][NEUTRAL] OK, so they already that that's, that's right, that's right, so they took it out already.
[AGENT][NEUTRAL] Yes sir, it comes out around the [PII] of every month of the month, um, 6 months prior to, yes.
[CUSTOMER][NEUTRAL] Of the month.
[CUSTOMER][NEUTRAL] OK, that, that's what it was. That's right. I don't know what I was thinking about. That's right, they take it out of my check, I mean out out of my savings out of my bank. That's right, every 6 months. That's correct. I don't know what I was thinking about.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Well, it's easy to get it confused. No, don't, please don't feel bad.
[CUSTOMER][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] It, it, it.
[CUSTOMER][NEUTRAL] Yes, it's easy to get confused. It very it really is. So, uh, you say you're gonna switch me over to something else so I can check on that interest to make sure that they got that payment please.
[AGENT][NEUTRAL] Yes sir, um, it's gonna be a brief hold while I transfer you on over to customer service so that they could check that interest payment for you, OK?
[CUSTOMER][NEUTRAL] Well, let me, before, yes, before I let you go, but, but, but you, you, you, you, you see what they, they took it out of my.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Savings for the uh every 6 months you see that, huh?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK good good OK alright well you can uh switch me over now you know.
[AGENT][NEUTRAL] OK. It'll be a brief hold, sir.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] All right, you're welcome.
[AGENT][POSITIVE] Thank you for calling APL Mr. [PII]. I'm transferring you now.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got, um, hey, I've got Mr. [PII] on the phone. His policy number is 626.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] 824
[AGENT][NEUTRAL] And I have verified him.
[AGENT][NEUTRAL] And he is calling because he wants to see if we have received his interest payment for his loan against this policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, the last one I'm showing was in [PII], um.
[AGENT][NEUTRAL] Yeah, you'll have to let him know he said he sent it's like $90 something dollars.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, I mean it could be waiting to be processed, but we, we don't have it yet, but I'll talk to him.
[AGENT][POSITIVE] He's a, he's a sweet little old man.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thanks, [PII].
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you.