AccountId: 011433970860
ContactId: 7fe4cfdc-43db-4962-b46b-a51e99a37b12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187350 ms
Total Talk Time (AGENT): 63229 ms
Total Talk Time (CUSTOMER): 110047 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7fe4cfdc-43db-4962-b46b-a51e99a37b12_20250318T16:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII] this is [PII] in claims um.
[CUSTOMER][NEUTRAL] I have a uh insured, uh.
[CUSTOMER][NEGATIVE] She is, um, she has a, a, uh, HI policy and, uh, it wasn't paid for, uh, for last week. I, I don't show that the premium was paid for last week and she's wanting to pay the premium herself. Now I, I thought that she had to go through, uh, um, what is it, uh, benefits in a card. I can never, I, I was trying to go through Guru to find this and I can't.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So if she wishes to pay the premium herself, how does she go about doing that? Did she go through our customer service? Does she um.
[CUSTOMER][NEUTRAL] I, I just don't know.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, the payments have to go through big.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] What's the, uh, what's the policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's 02
[CUSTOMER][NEUTRAL] 594125
[CUSTOMER][NEUTRAL] No, the only number that I've got for, God, I don't even know that I have Dick's number anymore.
[CUSTOMER][NEUTRAL] I did at one time.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I've only got IMA. I don't, I don't even know that I've got the benefits and a card number anymore.
[CUSTOMER][NEUTRAL] To send her to.
[AGENT][NEUTRAL] OK, now let me see.
[AGENT][NEUTRAL] Um, she also, it looks like she's under B with Creative Circle LLC. She could probably contact them, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] About her premiums because they're gonna be the ones who set them up, but I have the big phone number from Guru.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, that's probably what I should, when I was digging through there when I was going through all the things, you know, the outside, so, uh, yeah I see uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you just put in BIC phone number or or what did you do to get their phone number on the on guru.
[AGENT][NEUTRAL] Uh, I, I have it saved, um, hold on, let me see. I think if you just type in BIC it should pull up. It's a card BIC IMA temp staff agency group number begins with 70.
[CUSTOMER][NEUTRAL] Address
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Did you see that?
[CUSTOMER][NEUTRAL] Uh, no, but I can, I, I will look it up here in just a second because I, I saw, I saw uh APL address and BIC contact number and then when I tried to explain.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] When I try to expand it, it doesn't. OK, there it goes. OK, I finally got it. Usually I can go through here and I can find these things, but then if I start getting frustrated, this is like I just, you know, that's why I've got to call for help.
[CUSTOMER][POSITIVE] Thank you again.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome, no problem.
[CUSTOMER][POSITIVE] OK, well, I'll go ahead and I will talk to her. Thank you very much. I hope you have a very good day. Thank you for helping me again. Thanks.
[AGENT][POSITIVE] You too, and you're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.