AccountId: 011433970860
ContactId: 69e58625-a047-40b3-ac82-97d9f34476d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401369 ms
Total Talk Time (AGENT): 98718 ms
Total Talk Time (CUSTOMER): 129173 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/69e58625-a047-40b3-ac82-97d9f34476d7_20250128T15:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling Eco [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes [PII], I'm trying to pay on a life insurance policy.
[AGENT][NEUTRAL] OK, let me see if um I can find your policy and direct you to where I need to go. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, I'm sorry, I'm sorry, I'm sorry, I'm sorry, [PII].
[AGENT][NEUTRAL] So that's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Sorry about that. Can I get a um policy number, please?
[CUSTOMER][NEUTRAL] Policy number 1839235.
[AGENT][NEUTRAL] Can I get your name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Can you verify your address?
[CUSTOMER][NEUTRAL] The address that's listed is [PII].
[AGENT][NEUTRAL] OK, do you have an email address you want to put on file?
[CUSTOMER][NEUTRAL] Um, I'd like to change the address as well.
[AGENT][NEUTRAL] OK, give me one second. Excuse me.
[AGENT][NEUTRAL] Uh, OK, so what's the correct address?
[CUSTOMER][NEUTRAL] The correct current address is [PII].
[AGENT][NEUTRAL] OK, I'll go ahead and get that updated. So that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said you wanted to make a payment on the policy?
[CUSTOMER][NEUTRAL] I do wanna make a payment on the policy.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] OK, let me get you over to that department um and they should be able to take your payment or to see how to get the payment and I have the address updated. Give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Currently no agent staffed. Goodbye.
[AGENT][NEUTRAL] Give me one second, I'm trying to see if somebody's available.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is Latin Group billing. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the claims department, um.
[AGENT][NEUTRAL] Do y'all take payments for life insurance policies over the phone or is that something that's sent out to the member for payment?
[CUSTOMER][NEUTRAL] I can help him with that. Uh, is it, it's an insured that's wanting to pay, make a payment?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Have you got um a policy number?
[AGENT][NEUTRAL] Yes, ma'am. It's 183.
[AGENT][NEUTRAL] 923 5.
[CUSTOMER][NEUTRAL] OK, let me see what we have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, we can't take a payment unless the policy is unlapsed, um, and we can't, I mean.
[CUSTOMER][NEGATIVE] They would need to talk to customer service first.
[AGENT][NEUTRAL] Yeah, I was trying to, um, it seem like everybody's in the meeting.
[CUSTOMER][NEUTRAL] But I can't do anything until, well, OK, never mind, wait a minute.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] Hold on, I'll take that back. Let me verify everything before I get and this is on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] I do apologize, [PII] I'm gonna get this straight.
[CUSTOMER][NEUTRAL] OK, she is supposed to be set up on the.
[CUSTOMER][NEUTRAL] Uh, a direct pay. So, let me see.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And did she say how much she wanted to pay [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, well you can send her on instead of making her wait.
[AGENT][NEUTRAL] OK. Do you want a callback number?
[CUSTOMER][POSITIVE] Yes, please. Thank you.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And she's the one to change the address, but I'll go ahead and submit that um in the hub.
[CUSTOMER][NEUTRAL] OK, yeah, that goes to customer service.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] All right. Thank you, love.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thanks bye bye.