AccountId: 011433970860
ContactId: 725924df-a33b-42f5-a997-553a95e455c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 667960 ms
Total Talk Time (AGENT): 265370 ms
Total Talk Time (CUSTOMER): 239618 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/725924df-a33b-42f5-a997-553a95e455c7_20250212T19:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Molet billing. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII], this is [PII] in customer services. I didn't recognize your voice.
[AGENT][NEUTRAL] Um, start to just.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I got 900 things going on, so, just like everybody else.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, well, I, I have an insured and her husband on the phone, wanting to make a credit card payment on a policy.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Just let me know whenever you're ready and I'll give you all the information.
[AGENT][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Caught me right before lunch.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] That's usually how it goes.
[AGENT][NEGATIVE] Yes, that is all, it's my fault.
[CUSTOMER][NEUTRAL] Either that or I usually get one around [PII] on Friday.
[AGENT][NEUTRAL] Yeah, that's usually about the case. I mean, you know, but that's what we're here for.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] I can type in what I need. What is the policy number?
[CUSTOMER][NEUTRAL] OK, the policy number is 440365.
[AGENT][NEUTRAL] 440.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 44365. OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And [PII] is on the phone. [PII], it's on speaker phone, so [PII] can hear everything you're saying, and she's there too. It was transferred to me from, uh, care team.
[CUSTOMER][NEUTRAL] But I've got the policy reactivated. He wants to make 22 months premium on his credit card and uh then it'll go back to to drafting.
[CUSTOMER][NEUTRAL] After that.
[AGENT][NEUTRAL] So, OK, so he's gonna pay the 12.
[CUSTOMER][NEUTRAL] December and January.
[AGENT][NEUTRAL] OK, December and January.
[AGENT][NEUTRAL] OK. Uh, my mind is just, hm.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] So what's a good callback number?
[CUSTOMER][NEUTRAL] Uh, he was transferred to me, so I, she didn't give me that information.
[AGENT][NEUTRAL] OK, so you verified everything else?
[CUSTOMER][NEUTRAL] Um, the care team must have verified everything they're supposed to.
[AGENT][NEUTRAL] No, you don't
[CUSTOMER][NEUTRAL] They transferred it to me and she.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEGATIVE] She sounds worse than you
[CUSTOMER][NEGATIVE] She was choking up.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. So, um, who do you have on the phone?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] and [PII]'s on there too, but um it's it's on speakerphone. He's the one talking.
[AGENT][NEUTRAL] OK, you can send them on and I'll take the payment.
[CUSTOMER][NEUTRAL] And she's with me.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Thank you.
[CUSTOMER][NEUTRAL] Mhm, here he is.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Good afternoon. This is [PII] in group billing, um.
[CUSTOMER][NEUTRAL] Well, how are you?
[AGENT][NEUTRAL] [PII] said that she, I'm doing fine.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah, real quick, um, you're, you're talking to [PII], um, [PII]'s husband, she's can hear me, she's in the room with me, and, um, she got, she got a letter today saying that an automatic draft on the APL, uh, policy was not honored. I don't know if it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Crosses with the deposit, but I'm willing to give you the debit information and post that so that can be reinstated uh immediately if, uh, if you can do that.
[AGENT][NEUTRAL] OK, yeah, [PII] said that you just want to make a payment to get that clarified um and what is a good callback number just in case.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I gave them earlier myself because that's what I'm talking on. I'm more likely to answer than she is [PII]. If you want hers too, I'll give it to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's fine. That, that, that's, that's what I needed. Um, so,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You've got, you're you're gonna make a credit card payment with us today for the.
[CUSTOMER][NEUTRAL] Um, well, it's a debit card on the same exact account that that draft's on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, we can take that table, we can take it, I mean, I was just making sure that we just had, uh, that you wouldn't think it, we, we could take a check over the phone. We can't do that, so.
[CUSTOMER][NEUTRAL] The Visa debit card.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh no, no, all you gotta do is tell me when, when you want the information.
[AGENT][NEUTRAL] OK, so we're gonna make a payment for the.
[AGENT][NEUTRAL] December and January, so that's gonna be the $2020.80. Is that correct?
[CUSTOMER][NEUTRAL] That that's what this letter says, but it says [PII]. I, uh, it didn't talk about what month it was for or anything like that, but it does say $20.80.
[AGENT][POSITIVE] OK, not a problem.
[AGENT][NEUTRAL] I can help you with that, so just.
[AGENT][POSITIVE] Thank you for being patient with me and just um just a moment. Let me get there. I got you into this other information.
[CUSTOMER][NEUTRAL] When you're ready for card info.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And we're paying.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm sorry, thank you for your patience. What is that card number please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's on the capital Federal credit union, but the card number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the card name it I'm gonna tell you it's [PII] not not [PII].
[AGENT][NEUTRAL] All right. Let me, let me, let me, wait, wait, let me, OK.
[AGENT][NEUTRAL] OK. Let me, let me repeat this card so we can make sure we get the right thing. So that is [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that is gonna be.
[AGENT][NEUTRAL] [PII], is that [PII]?
[CUSTOMER][NEUTRAL] It's [PII] on the card.
[CUSTOMER][NEUTRAL] Look at
[AGENT][NEUTRAL] All right, OK.
[CUSTOMER][NEUTRAL] Expiration expiration is [PII].
[AGENT][NEUTRAL] OK, in the case.
[CUSTOMER][NEUTRAL] The three digit on the back is [PII].
[AGENT][NEUTRAL] And the zip code associated with that card.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so we're making a payment today of 2080.
[AGENT][NEUTRAL] $20.80 on policy 440365.
[AGENT][NEUTRAL] With the card ending in [PII]. Expiration is [PII].
[AGENT][NEUTRAL] Uh, the car
[AGENT][NEUTRAL] The code is [PII] and the zip code is [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] That's all correct.
[AGENT][POSITIVE] Alright, thank you so much and if you hold on just a moment, I will get that authorization for you.
[AGENT][POSITIVE] It's coming, I'm sorry.
[CUSTOMER][NEUTRAL] I'm fine.
[AGENT][NEUTRAL] All right. So that authorization ID is 358,040.
[CUSTOMER][NEUTRAL] Alright, I'm gonna repeat that just in case 358-040.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] That's all I need today. Now, do we get something else to say it was reinstated?
[AGENT][NEUTRAL] I am looking at it and the lady before me, [PII], she had reactivated it. So she said it said that the draft should resume.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good. That's all we need today and we appreciate your assistance. Hopefully we won't have to do it again.
[AGENT][NEUTRAL] Well, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That's all. That's all we needed.
[AGENT][POSITIVE] All right. Well, thank you for
[AGENT][POSITIVE] Well thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I hope, Ms. [PII], you feel better.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] All right. Talk to you. All right, bye-bye.
[AGENT][POSITIVE] All right. Thank you. Bye-bye.