AccountId: 011433970860
ContactId: 6a1fa2cd-a30c-4ae2-b83e-f8035b265e06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 700260 ms
Total Talk Time (AGENT): 288914 ms
Total Talk Time (CUSTOMER): 143484 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/6a1fa2cd-a30c-4ae2-b83e-f8035b265e06_20250304T20:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I've got an insurance there and uh on my kids.
[CUSTOMER][NEUTRAL] And I need to check to see if y'all got the money uh for it last month.
[AGENT][POSITIVE] OK, I can definitely check on your premium for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII], but it's for my kids [PII] and [PII].
[AGENT][NEUTRAL] OK. And may I have um a good contact number and then the policy number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that, and the policy number?
[CUSTOMER][NEUTRAL] Um, hold on just a second.
[AGENT][POSITIVE] Mhm. Take your time.
[CUSTOMER][NEUTRAL] OK, this one.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I've got one of them I don't know.
[AGENT][NEUTRAL] OK. Is it two separate policies or they're on the same policy?
[CUSTOMER][NEUTRAL] Uh, they just taking out one thing. I don't know how you're doing it.
[AGENT][NEUTRAL] OK. Well, I can try that um with the one that you have and see what I can, usually one will lead me to all the others.
[CUSTOMER][NEUTRAL] OK, policy number is 493148.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, let me see if I can find. OK, so this one is for [PII], and what was the, your other son's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you mind if I place you on, oh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Oh yes, yes, ma'am, go ahead.
[AGENT][NEUTRAL] No, no, no, go ahead. What were you saying?
[CUSTOMER][NEUTRAL] I was gonna give you uh [PII]'s account number.
[CUSTOMER][NEUTRAL] But I don't know if that's gonna be it or not, let me see.
[AGENT][NEUTRAL] OK, well, we can try it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] 3153.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But let me see if there's a group number. No, there's no group number.
[AGENT][NEUTRAL] No, I'm not sure what that is. Um, do you have, well, I'm gonna try with his name. Do you have his social?
[CUSTOMER][NEUTRAL] No, ma'am, I don't have a social.
[AGENT][NEUTRAL] OK, let me try with the first and last name. Um, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um. You are on hold.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Oh, no, not that.
[AGENT][NEGATIVE] That's not what I'm looking for.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh, OK then. OK. So I got that. Now, let me try to find.
[AGENT][NEUTRAL] OK, hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So I'm still looking for [PII], um, but while I'm looking on this side, um, if you'd like, you can go ahead and verify um [PII]'s date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] Um, it is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, it's my daughter's birthday.
[CUSTOMER][NEUTRAL] Is it?
[AGENT][NEUTRAL] [PII], she's [PII], but
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And then, um, OK, so I have his policy here and [PII]'s.
[CUSTOMER][NEUTRAL] [PII] is 493153.
[AGENT][NEUTRAL] Mhm. I was just about to say, is his middle name [PII]? Um, it just popped up, so hold on one moment, it's coming up now.
[AGENT][NEUTRAL] And can you verify his date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And let me see.
[AGENT][NEUTRAL] I'm looking on [PII]'s and let me pull up [PII]'s also.
[AGENT][NEUTRAL] OK, so it looks like the payment that was received on [PII] for $5.76 for both [PII] and [PII], um.
[AGENT][NEGATIVE] It has insufficient funds next to it.
[CUSTOMER][NEUTRAL] OK, what was $5 because my payment is $11.57.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Right, but it hasn't been well.
[AGENT][NEUTRAL] You haven't been billed that amount since [PII], well actually September.
[CUSTOMER][NEUTRAL] Wonder
[AGENT][NEUTRAL] Yeah, it might, I don't know because
[CUSTOMER][NEUTRAL] I wonder why.
[AGENT][NEUTRAL] Yeah, that was the last $11.52 [PII].
[AGENT][POSITIVE] And actually, I'm sorry.
[AGENT][NEUTRAL] Yeah, that's the amount that was billed and then
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] For September and October, the 576 was received and then after that you were billed $576 a month for November, December and January.
[AGENT][NEUTRAL] And it
[CUSTOMER][NEUTRAL] That's for both of them?
[AGENT][NEUTRAL] Yes, I'm the same for [PII], but his amount is $5.81.
[CUSTOMER][NEUTRAL] 581.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so they're taking it out separate?
[AGENT][NEUTRAL] Yes, let me see if there's any.
[AGENT][NEUTRAL] Notes as to why. Hold on one moment.
[CUSTOMER][NEUTRAL] So this is the first I've heard of that.
[AGENT][NEUTRAL] Yeah, I don't see any notes as to why, but yeah, I just, um, [PII]'s also on November, on [PII], um, that was the last billing amount of $11.62 and then
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] From November on, it's been $5.81 a month, but this last one was the one that was uh returned back.
[CUSTOMER][NEUTRAL] OK, so I don't get my, uh, so what account do I need to put?
[CUSTOMER][NEUTRAL] I mean, uh, to let her send it in to pay it.
[AGENT][NEUTRAL] Um, you can put both of their account numbers. It's like if you're going to make it together or separately, um, just put the one account on each.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so she just, uh, just call in and tell them I'm gonna pay the premium on [PII] and [PII], right?
[AGENT][NEUTRAL] Yes, um, but are you saying you're gonna call in to make the payment?
[CUSTOMER][NEUTRAL] Yes, because I got to get it in there before they close it, you know, because I don't wanna lose it.
[AGENT][NEUTRAL] OK. Are you prepared? Did you want me to get you over to willing to make the payment or you need to call back?
[CUSTOMER][NEGATIVE] No, I have to call back because I don't have the money right. I got to give the I have a way. I got cash.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was gonna give her the cash and she was gonna do it with her card.
[AGENT][POSITIVE] OK, no worries. I'll go ahead and note the policy for you and then when you're ready to make the payment, just give us a call and we'll be more than happy to help you.
[CUSTOMER][NEUTRAL] OK, alright, and um.
[CUSTOMER][NEUTRAL] There ain't no cash advance on it, is it on both of them.
[AGENT][NEUTRAL] Um, hold on one moment.
[AGENT][NEUTRAL] Now for cash advance, that's, I'll have to get you over to customer service to check for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want me to get a customer service representative?
[CUSTOMER][POSITIVE] Yes, and then I will call you back whenever I get, you know, whenever she comes in she's at work right now.
[CUSTOMER][NEUTRAL] And when she comes in, so I'll get her to do it.
[AGENT][NEUTRAL] OK, um, so what I'll have to do?
[AGENT][NEUTRAL] I send a request over to customer service to have someone call you back within 24 business hours um about the cash value of the on the loan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is this phone number the best contact number for us to reach you on?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, so I'll go ahead and send it over for you now and then um someone from our customer service department will give you a call for assistance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty. Well, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that's it. I just wanted to make sure about that.
[AGENT][POSITIVE] Alright. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you and you too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.