AccountId: 011433970860
ContactId: 6d497d3a-ba51-4f27-9b2e-a8120316aa07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 628780 ms
Total Talk Time (AGENT): 356755 ms
Total Talk Time (CUSTOMER): 183083 ms
Interruptions: 8
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/6d497d3a-ba51-4f27-9b2e-a8120316aa07_20250421T17:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I set up an online account at the service center, but there was no option for me to do a credit card payment.
[AGENT][NEUTRAL] OK, so you're the, uh, are is this for yourself or are you calling on behalf of a group?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] It it's for myself.
[AGENT][NEUTRAL] OK [PII], so you're wanting to find out about payment, is that correct?
[CUSTOMER][NEUTRAL] Well, well, I sent.
[AGENT][NEUTRAL] So it's just to pay your premium?
[CUSTOMER][NEGATIVE] Yeah I have an email, um, and I asked if I could pay by credit card and not ACH and I got an email back and that phone number which tried to sell me or well they're trying to give me some kind of fall fall slip and fall device and I never got to talk to anybody that's all they just disconnected after that so I'm not sure what that was all about.
[AGENT][NEUTRAL] Mm, OK, really the only, OK, so I can try and help you, [PII]. It sounds like you're calling more on behalf of a group than your end of it yourself though.
[CUSTOMER][NEUTRAL] No, it's for me. It's I ported the coverage. I've got a policy number I ported coverage from a group policy and it is for myself.
[AGENT][POSITIVE] OK, so yes ma'am. Well, I can try and help you with this. First off, what [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] It's 025355988.
[CUSTOMER][NEUTRAL] And I think that policy number.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Now, did you say 0253525 there? Because that's gonna be too many numbers. I think I misheard what you said.
[CUSTOMER][NEUTRAL] Yes, there were 2 5s that was um, she said let me go back to her email I think it.
[AGENT][NEUTRAL] And then 19.
[AGENT][NEUTRAL] And 18.
[AGENT][NEUTRAL] Let me try that because it wouldn't.
[AGENT][NEGATIVE] No, that's not gonna be.
[CUSTOMER][NEUTRAL] It's 02535988.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it is only one file. OK, so just one moment.
[CUSTOMER][NEGATIVE] Yeah, and my subject has has the wrong.
[CUSTOMER][NEUTRAL] That subject has the wrong number so.
[AGENT][POSITIVE] Oh goodness. OK, so let's see.
[AGENT][NEUTRAL] OK, Ms. [PII]. So I will need to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, it's my cell phone.
[AGENT][NEUTRAL] OK, thank you. And lastly, your email address, but this does appear to be, this appears to be your work email.
[CUSTOMER][NEUTRAL] It is probably I've been communicating through my work email because it's more secure than a Hotmail account or a Gmail account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, sure. That's fine. No, that's fine. I just need to verify it.
[CUSTOMER][NEUTRAL] It's just [PII]. It could [PII] or [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we do have the [PII] on here. Alright, so give me just a moment to look at a couple of things.
[CUSTOMER][NEUTRAL] Yeah, I, I've done all the port, uh, paperwork. I just need to make that.
[AGENT][NEUTRAL] Right, but you can't, yes, ma'am. Yes, ma'am, cause there isn't a way in the portal. That's why I was trying to look at the note. You are not able to pay your premiums in the portal. So you, if you're wanting to pay via credit card over the phone, you mean you would just have to call us to do that. There's not a way to set up payment in the portal. That's only for viewing your policy information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, online or accessing claims information or submitting claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So do you, you do want to make a payment on your premium over the phone today, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Now, as of
[AGENT][NEUTRAL] OK, so just one moment, let me look at one other thing because it's still showing you under the group's coverage.
[AGENT][NEUTRAL] It's still showing you
[AGENT][NEUTRAL] Alright, so before I, before I can transfer you to a member of our billing division, Ms. [PII], I will have to connect you with one of the members of the customer service department. I will tell them the reason for your call today.
[AGENT][NEUTRAL] And let them know what you're needing to do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else that I could help you with before I transfer you?
[CUSTOMER][NEUTRAL] No, I just wanna make this payment and be about my business.
[AGENT][NEUTRAL] Uh, OK, and you, and we have um
[AGENT][NEUTRAL] I'll see.
[AGENT][NEUTRAL] OK, so yes ma'am, I'll call I'll contact customer service and to connect you over with them. I'll give them your policy number and let them know the reason for your call, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, ma'am. Well, you're welcome and again, thank you for calling APL. I hope you have a very nice afternoon.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][NEUTRAL] I'm fine, thank you. So I have an insured on the line.
[AGENT][NEUTRAL] The policy number is 253.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5988.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she was um she was thinking she could pay her premium through the OSC. I'm not quite sure who told her that, but anyway, I explained that she cannot do that. So she's wanting to make a payment over the phone, but we're still showing this policy as a one, and it doesn't look like the hub request from the [PII].
[CUSTOMER][NEUTRAL] She has another policy.
[CUSTOMER][NEUTRAL] She got issued another policy. They don't have the GC 702. Once they work, they go to GCP 24. It's 261.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hold on, let me just go.
[CUSTOMER][NEUTRAL] 588.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Uh, hold on.
[AGENT][NEUTRAL] I got it. Let me see who she talked to that might have alluded to her being able to, and of course, there's nothing in there. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she can make a payment.
[AGENT][NEUTRAL] There's not a note, of course. Yeah, she can with it on 3. So I'll connect her over to, um, and give, I need to give her this new policy number. I, I just, yeah, I'm confused as to why somebody told her she could pay.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't know, girl, because who knows.
[AGENT][NEUTRAL] In the portal. So anyway, all right. But anyway, OK, so let me just get, I've got that other policy, [PII]. You don't have to give it to me. I've got it.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][POSITIVE] All right, girl. Thank you so much. All righty. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome. Have a good day. Bye bye.
[AGENT][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] OK, Ms. [PII], instead of connecting you to customer service, I need to give you another policy number because when we received your portability information, there's been a new policy number issued for you. And if you're set up on the online service center now, you should be able to see this number as well, but your current active policy is 261.
[AGENT][NEUTRAL] 5880.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 261-5880.
[AGENT][NEUTRAL] Uh-huh. 261-5880. Yes, ma'am. So I can connect you over to billing to process that payment.
[CUSTOMER][POSITIVE] That would be great, thank you.
[AGENT][POSITIVE] OK, well, you're welcome. So again, thank you for calling APL and give me just a moment and I'll, I'll transfer you.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Well, hey, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good how are you?
[AGENT][POSITIVE] I'm good, thank you. I have an insured on the line who's wanting to make a payment over the phone.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, let me get to BPI. OK, what's the policy number?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 261-5880 from Miss [PII].
[AGENT][NEUTRAL] And she is verified. She was thinking, she said someone told her that she could pay online in the OSC.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] But I told her that was, she could not. I explained to her she couldn't, so.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm mm, no, I don't know. OK, good. I'm not sure who told her that, but.
[AGENT][NEUTRAL] Yeah, I don't, I, I don't, I don't know.
[AGENT][NEUTRAL] Yeah, I don't know either, and I can't tell by the notes, so we know, yeah, she just wants to make a payment over the phone.
[CUSTOMER][POSITIVE] But I can get her taken care of.
[CUSTOMER][POSITIVE] OK, I can definitely help her with that, and you can go ahead and put her in.
[AGENT][NEUTRAL] All right. Well, thank you so much. And the phone number that's in the system? Yeah, OK, I will. And [PII], the phone that's in, phone number in line is the same one that she gave me as her callback number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect I got it.
[AGENT][POSITIVE] All right. Thank you so much. Have a great afternoon.
[CUSTOMER][POSITIVE] Thank you, [PII]. You too.
[AGENT][NEUTRAL] Thank you, [PII]. One moment. Here comes Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.