AccountId: 011433970860
ContactId: 69b3fbb2-bf2f-4ca3-8c94-6df6aa23d334
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 638320 ms
Total Talk Time (AGENT): 172544 ms
Total Talk Time (CUSTOMER): 177098 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/69b3fbb2-bf2f-4ca3-8c94-6df6aa23d334_20250409T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm calling because I got an email saying that one of our payments was, was, um, not paid by the bank.
[CUSTOMER][NEUTRAL] And I want to see if I can pay it over the phone.
[AGENT][NEUTRAL] Do you have a policy number on you?
[CUSTOMER][NEUTRAL] Yeah, let me get that here just a second.
[CUSTOMER][NEUTRAL] Well, it looks like I have invoice numbers. I don't know if I have policy numbers. Where would I find that online under my account?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let's see, it should.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] I'm not 100% sure. Hold on.
[CUSTOMER][NEUTRAL] Yeah, I don't see it on there.
[AGENT][NEUTRAL] Um, is there like a home page you can click on?
[CUSTOMER][NEUTRAL] Yes, it talks about um my billing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, see if I can open one up.
[CUSTOMER][NEUTRAL] Uh, yeah, I don't see anything that's, well, here, let's.
[CUSTOMER][NEUTRAL] I know there's like 2 different numbers, policy numbers. There's 3 different policies.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is there like a policy number beside your name?
[CUSTOMER][NEUTRAL] Yeah, there's three different ones. Um, let me just give you one, we'll go from there, uh, 248-6734.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then what's your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And it's uh my my birthday did you say?
[AGENT][NEUTRAL] Yes, it's your birthday. Mhm.
[CUSTOMER][NEUTRAL] [PII] yeah [PII].
[AGENT][NEUTRAL] OK, and the mailing address we have on file and email, please?
[CUSTOMER][NEUTRAL] Should be [PII] [PII].
[CUSTOMER][NEUTRAL] And did you need the email?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we have a different address on file. Maybe it's an old address.
[CUSTOMER][NEUTRAL] Oh yeah, they said I need to email them and email you guys and let you know the different address.
[CUSTOMER][NEUTRAL] But I do have a number now it came with the email.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Did you want to update that address?
[AGENT][POSITIVE] I can do it for you.
[CUSTOMER][POSITIVE] Yes we can she said I had the email oh OK great.
[AGENT][NEUTRAL] Um, no. No, I can do it.
[AGENT][NEUTRAL] OK, so you said [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And that's [PII] also.
[AGENT][NEUTRAL] OK, and then what city is that in?
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so that is updated on your your policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this policy is a group accident policy.
[AGENT][NEUTRAL] You said you have different policy numbers?
[CUSTOMER][NEUTRAL] Oh, yeah, yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the number, the APL number they gave me on the email was 26,450.
[CUSTOMER][NEUTRAL] I don't know if that helps or not.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oh yes, so that's just your employer's group number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do you need the other policy numbers too because they'd be for 2 members. There'd be 6 altogether.
[AGENT][NEUTRAL] OK. Uh, I should be able to look it up.
[CUSTOMER][NEUTRAL] I mean, is it easier just to go back and pay it online?
[AGENT][NEUTRAL] Yes, so.
[AGENT][NEUTRAL] I can see all your policies from here. OK.
[AGENT][NEUTRAL] Yes, so it looks like you have 4 policies.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] There's 2 of us and we each have 4 of them, yeah.
[AGENT][NEUTRAL] Oh, OK, I see.
[AGENT][NEUTRAL] OK, and then you're just trying to email a payment?
[AGENT][NEUTRAL] You're just wanting, wanting to make a payment?
[CUSTOMER][NEUTRAL] Yeah, I'm just trying to make a payment over the phone for a non-sufficient fund payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I can give you an invoice number I think it's 4 if that helps.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, let me just put you on a brief hold really quick while I look into this, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII], thank you for holding so I will take down that invoice number and then I will have to transfer you over to group billing and then they'll take care of you from there.
[CUSTOMER][NEUTRAL] Oh, OK, alright, let me get back over here.
[CUSTOMER][NEUTRAL] Uh, the invoice number should be 6383354.
[AGENT][POSITIVE] OK, perfect. OK, just one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, yes, this is [PII] from the care team. I have a caller on the other line. Um, she is looking to make a payment.
[AGENT][NEUTRAL] Um, I can give you, yes, policy number 2486734.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] And she has been verified as well.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This policy is on a group policy. Is she calling about her individual policy or or the group?
[AGENT][NEUTRAL] Uh, she's calling about.
[AGENT][NEUTRAL] Oh man, I don't know. She, I have the, I don't know. Hold on.
[CUSTOMER][NEUTRAL] Who's on the phone? [PII]?
[AGENT][NEUTRAL] She, oh, sorry, she, she, yes, she gave me the invoice number.
[AGENT][NEUTRAL] As well.
[CUSTOMER][NEUTRAL] What's the invoice number?
[AGENT][NEUTRAL] It is 638-3354.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] She is calling to make a replacement.
[AGENT][NEUTRAL] Yes, so she said that she received a letter non-sufficient payment fund.
[CUSTOMER][NEUTRAL] Yeah you can send it to me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was calling to pay an invoice.