AccountId: 011433970860
ContactId: 74a721a0-800d-4995-89ea-50896ad58ad8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 567429 ms
Total Talk Time (AGENT): 234716 ms
Total Talk Time (CUSTOMER): 220322 ms
Interruptions: 8
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/74a721a0-800d-4995-89ea-50896ad58ad8_20250527T15:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, this is [PII] with APL. Um, how can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII], this is [PII] in customer service.
[AGENT][NEUTRAL] Hey, what's up?
[CUSTOMER][NEUTRAL] All right, um, I have an insured on the line, um, with policy 16 17678.
[CUSTOMER][NEUTRAL] 27.
[CUSTOMER][NEUTRAL] Is the system working to take phone payments, sorry, payments over the phone?
[AGENT][NEUTRAL] Uh, yeah, I think that we can, yeah, because we don't need uh a receipt for that, so I think we can. Is it for [PII]?
[CUSTOMER][NEUTRAL] Mhm. Yes, and they're trying to um pay um April.
[CUSTOMER][NEUTRAL] In May.
[CUSTOMER][NEUTRAL] Oh, I see it's lapsed. Let me activate it really quick for you.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 26, 24.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] All right. It is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, you can, and are they already verified and everything and the callback number is the one that's on the screen.
[CUSTOMER][NEUTRAL] Um, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, she says that the phone usually hangs up, um, within 5 minutes. I believe it will hang up shortly, but you can go ahead and call back to that one.
[AGENT][POSITIVE] OK, all right, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Because I know she's gonna ask.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department.
[CUSTOMER][NEUTRAL] It got quiet.
[CUSTOMER][NEUTRAL] Yes ma'am, we need to make a couple of payments on policy number.
[AGENT][NEUTRAL] All right. And uh I have that policy pulled up for [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, shows that it's 52 $48 a month.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And what it is is the routing number of the bank that it used to go to no longer has his account because the bank was sold out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we just need to give you a new routing number just for the payment for today he's getting paperwork to get it changed over.
[AGENT][NEUTRAL] OK, so take the payment over the phone, it'll have to be a credit or debit card, um, but then, um, the and the uh account number.
[CUSTOMER][NEUTRAL] You have a debit card? You have a debit card or credit card?
[CUSTOMER][NEUTRAL] I got a credit card.
[CUSTOMER][NEUTRAL] Um, you can't just do it like a bank draft?
[AGENT][NEUTRAL] Uh, we can't do that over the phone. They'll have to um fill out the form to change the bank information and send it back to us, um, by like scanning an email or fax or mail.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so what does he need to do right now to be able to get into this without his policy lapsing?
[AGENT][NEUTRAL] Uh, we'll have to pay, um, for April and May at least, um, so that'll be the [PII], um, and then in the meantime, uh, we can, I'll have customer service in the bank draft form, uh, to change his information to him, um, so he can get that filled out and sent back to us.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] you're married and neither one have a debit card, do you?
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] She does. I don't.
[CUSTOMER][NEUTRAL] I got credit cards.
[CUSTOMER][NEUTRAL] Well, do you wanna do it with a credit card and then pay your credit card?
[CUSTOMER][NEUTRAL] OK, uh, he needs to probably pay up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Through June.
[CUSTOMER][NEUTRAL] You said he's due for April and May?
[AGENT][NEUTRAL] Yeah, April, um, yeah, April, May, so if he pays April and May, that'll get him paid to [PII], um, so then if he wants to be paid to July, then, uh, we'll have to take another payment.
[CUSTOMER][NEUTRAL] Oh, May and June?
[CUSTOMER][NEUTRAL] OK, but we need to go. I think he probably needs to pay more than that so that he's got time to get the paperwork in and get it filled filled out and sent back.
[AGENT][NEUTRAL] OK, so do you want to do 26, 24?
[CUSTOMER][NEUTRAL] So could he do 2 payments?
[AGENT][NEUTRAL] Yeah, if he wants to do, do you want to pay for 4 months because if he wants to pay, get paid to [PII], um, that'll be 7872, or if he wants to pay until August, that'll be 10496.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 10496. Do you want to pay up to July or August?
[CUSTOMER][NEUTRAL] Because those are the amounts that she's got to take. He says do the most, and Mr. [PII]'s here with me if you need to talk to him.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, alright, so 10496 is what we'll take with the credit card.
[CUSTOMER][NEUTRAL] Oh, but he has a credit card.
[CUSTOMER][NEUTRAL] It's a visa
[AGENT][NEUTRAL] OK. Give me one second, just getting that policy number um entered into the payment system.
[AGENT][NEUTRAL] All right, now I'm ready for that card number.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the expiration?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And uh would you like a copy of the receipt emailed um to you or do you just want the confirmation number over the phone?
[CUSTOMER][NEUTRAL] Just the confirmation number over the phone would be fine.
[AGENT][POSITIVE] OK. All right. Sending that payment through now for [PII] and that was successful. And let me grab that confirmation number for you.
[AGENT][NEUTRAL] Alright, confirmation number is 005.
[CUSTOMER][NEUTRAL] Alright, confirmation number is 005.
[AGENT][NEUTRAL] 99.
[AGENT][NEUTRAL] A as in Alpha.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and is, and I will, uh, put in, uh, yes, and I will put in a request uh to customer service to have that form uh sent out to you today. Would you prefer it be mailed instead of emailed?
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yeah, then I will put in a request.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Because he doesn't use email and his wife is in dementia and she's the one that's always handles stuff so he's trying to get a hold of this stuff and get it fixed where he knows what's going on.
[AGENT][NEUTRAL] OK, alright, so I'll put in that um request for customer service to get that form out to him um within a couple days and then so he should have it by this weekend I would say or by Monday, um, and if he doesn't get it by next week then y'all can give us a call back, but he should have it, um, I would say by Monday at the latest.
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEUTRAL] OK, now this is um I'm understanding it's not like a one time coverage payment this is like if he goes in the hospital on this cancer policy then it pays.
[AGENT][NEUTRAL] Um, as far as how the, the, the plan pays like, uh, the benefits and like, um, how the plan actually works, that would actually be, um, our claims department that would have to answer that. Um, so I can get someone from the claims department if you'd like.
[CUSTOMER][NEUTRAL] The the like.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Um, how the works.
[CUSTOMER][NEUTRAL] I was gonna hang up on me before I can get anybody else on the phone, so that's OK.
[AGENT][NEUTRAL] OK. Are you sure? Do you want to call back or do you want me to call you back and, and have that because I, I don't want you to have any, you know, confusion or anything about the policy if you need to talk to somebody.
[CUSTOMER][NEUTRAL] Well, is there any way that this information could be mailed to him?
[AGENT][NEUTRAL] Yeah, I'll, I'll, um, put in, put that in the request for them to um send out information about the policy, um, just so he has it and can look it over and stuff.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][POSITIVE] OK, that would be great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] Alright well is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all.
[CUSTOMER][POSITIVE] No ma'am we got it thank you.
[AGENT][POSITIVE] No problem. I hope you all have a great day and thank you for calling ATL.
[CUSTOMER][NEUTRAL] Alright bye bye.