AccountId: 011433970860
ContactId: 7baa315c-3576-4f61-86d6-e692445bd882
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265140 ms
Total Talk Time (AGENT): 124849 ms
Total Talk Time (CUSTOMER): 79100 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/7baa315c-3576-4f61-86d6-e692445bd882_20250203T19:54_UTC.wav
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[AGENT][NEUTRAL] need
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] Service
[CUSTOMER][NEUTRAL] Um, I'd like to pay my premium online if possible, please.
[AGENT][NEUTRAL] OK, are you inquiring about paying as an individual or a group?
[CUSTOMER][NEUTRAL] Yes, just the individual.
[AGENT][NEUTRAL] Individual policy alright and just so I can assist you further, is it possible to get your name and a callback number in the event that we get disconnected?
[CUSTOMER][NEUTRAL] Yes, um, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] True, that's it.
[AGENT][NEUTRAL] Thank you for that, Ms. [PII], and you were wanting to make a payment online, you stated.
[CUSTOMER][NEUTRAL] Yes, it's just a yearly, uh, premium for, um, actually my husband's, uh, um, benefit, some kind of
[CUSTOMER][NEUTRAL] Be that he uh took out, but it's due next um this month actually.
[AGENT][NEUTRAL] OK, now we don't offer the capability to do it online, but you can make a credit card payment over the phone. Would you like to do that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now before we proceed, Ms. [PII], do you happen to have the policy number so I can get that information pulled up for them?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I, I do, it's uh 9A0132825.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 2825. OK, thank you for that. Bear with me one moment while I pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], are you also able to verify a couple things just to make sure we have our records up to date? Can you verify your husband's full name and date of birth?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And are you also able to verify you guys' mailing address?
[CUSTOMER][NEUTRAL] OK. It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, Ms. [PII], and that is what we have on file and I am showing that he is due for February, um, just so you know, you do have a 30 day grace period if you ever just happen to want to mail it instead instead of doing a phone payment over the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But we can still help you with that today.
[CUSTOMER][NEUTRAL] OK, because it's only due once a year it's just a yearly premium.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes ma'am, so what I'm gonna have to do, Ms. [PII] is place you on a brief hold so I can get you on the line with our billing department. They handle our credit card payments, but I will make sure I get someone before I release you and provide them the details so you don't have to repeat yourself.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, no problem at all, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Not today, thank you.
[AGENT][POSITIVE] Thank you for calling APL and you have a wonderful day and hold please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], I have a spouse on the line that's wanting to make a credit card payment on her husband's policy.
[CUSTOMER][NEUTRAL] OK, let me see what is the policy number?
[AGENT][NEUTRAL] 093-391 [PII] and it is on an annual bill payment.
[CUSTOMER][NEUTRAL] OK, I got them pulled up.
[AGENT][NEUTRAL] Ms. [PII] has verified everything.
[CUSTOMER][NEUTRAL] OK, and that's who's on the line, Ms. [PII]?
[AGENT][NEUTRAL] Yes, Ms. [PII], and um do you wanna call back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, what's her call back?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, I've got what I need. You can go ahead and put her through.
[AGENT][POSITIVE] Alright, here she is thank you and have a good day.
[CUSTOMER][POSITIVE] Oh, thank you, you too.