AccountId: 011433970860
ContactId: 7f573b8e-ead6-4a37-a13a-fcf9c080dc7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284239 ms
Total Talk Time (AGENT): 102544 ms
Total Talk Time (CUSTOMER): 111089 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/7f573b8e-ead6-4a37-a13a-fcf9c080dc7f_20250116T15:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I, I was calling um in reference to a uh policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I, uh, have a life insurance policy with you guys and um I don't think the policy was able to be paid or something like that, and I'm just getting um a letter so I, I was calling to see if I could get the premium paid up.
[AGENT][NEUTRAL] OK, I can help you with that. What's that policy number on there?
[CUSTOMER][NEUTRAL] OK 00969896.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And can I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. Let's see.
[AGENT][NEUTRAL] OK. And do you mind verifying your date of birth and your address for me, please?
[CUSTOMER][NEUTRAL] Yes ma'am, um [PII], um.
[CUSTOMER][NEUTRAL] What else you needed now? I'm sorry.
[AGENT][NEUTRAL] The address
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, thank you. And can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and I don't show we have an email address on file. Would you like to put an email address on file for?
[CUSTOMER][NEUTRAL] Oh yes ma'am please um [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and you were calling to make a payment. Were you gonna make a credit card payment or?
[CUSTOMER][NEUTRAL] Uh, I can, I have my debit card here with me.
[CUSTOMER][NEUTRAL] Oh, I guess I can use it as a credit or whatever, however I need, whatever I need to do.
[AGENT][NEUTRAL] Either that or I can set it up to draft uh for December and January with the February's premium. It would be for 3 months.
[AGENT][NEUTRAL] Which would be $54 on [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's up to you whichever way you would like to do that.
[CUSTOMER][NEUTRAL] Uh, I just really, it should, I should, you all should be able to get the money on [PII]. I really just.
[AGENT][NEUTRAL] OK. I will do that.
[CUSTOMER][NEUTRAL] Uh, mhm, I mean, how can, I mean, will it be up to date if I pay this $36 now or?
[CUSTOMER][NEUTRAL] Do I have to pay the $54?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You can pay the, you can pay the 36 now and then it'll start drafting the [PII] on the February or you can do 54 on February. It's up to you.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK, OK, no, I wanna pay this $36.
[AGENT][NEUTRAL] OK, I will need to get you with somebody in our billing department that can take that payment for you um is there anything else I can help you with today in customer service?
[CUSTOMER][POSITIVE] No, ma'am, no ma'am. Thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day and hold and I'll connect you with the billing department.
[CUSTOMER][NEUTRAL] OK, right.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], um, this is London in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good. I have an insured on the phone that's wanting to make a, a payment on her account.
[CUSTOMER][NEUTRAL] Policy number?
[AGENT][NEUTRAL] 969-896, [PII].
[CUSTOMER][NEUTRAL] Alright you can send it to me.
[AGENT][NEUTRAL] OK, let me pull this thing back up real quick.
[AGENT][POSITIVE] Alright, here she is and thank you, [PII].
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?