AccountId: 011433970860
ContactId: 9504213a-7ffb-4190-88a1-edb32609ccd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362100 ms
Total Talk Time (AGENT): 125086 ms
Total Talk Time (CUSTOMER): 158141 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/9504213a-7ffb-4190-88a1-edb32609ccd4_20250328T15:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I have an insured that wants to make a payment by phone, please.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's an individual.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] Policy number 768.
[CUSTOMER][NEUTRAL] 331.
[AGENT][NEUTRAL] Surname?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And callback number.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And by chance they mentioned how much they wanted to pay?
[CUSTOMER][NEUTRAL] She did not. She just knows it's due on [PII].
[AGENT][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, I'm ready for whenever you are.
[CUSTOMER][NEUTRAL] All right. Anything else?
[CUSTOMER][POSITIVE] Alright thank you let me get her on the line thank you [PII] one moment.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Miss [PII], I have [PII] on the line and she is going to assist you with that processing that payment and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thanks for your help. Thank you. Bye-bye. Uh-huh, bye.
[AGENT][NEUTRAL] Hi Ms. [PII], like you said, this is [PII] and billing. How are you today?
[CUSTOMER][NEUTRAL] OK. How are you?
[AGENT][POSITIVE] I'm doing well. I understand you're wanting to pay on your policy?
[CUSTOMER][NEUTRAL] Yes, ma'am. I ran out of checks to mail.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Well, I'm more than happy to do that for you. What, how much were you wanting to pay today? Were you wanting to pay that quarterly amount?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, the $90.60.
[AGENT][NEUTRAL] Yes ma'am, alright.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I will have an authorization number as soon as I get this processed, but I can also send you an email if you would like with the receipt.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, I'll just go ahead. I'm pencil and paper ready.
[AGENT][NEUTRAL] Yes, ma'am, just be 1 2nd.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, so the authorization number I've been given is 110.
[AGENT][NEUTRAL] 795.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. 110795. OK. Um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let's see. Um, oh, now.
[CUSTOMER][NEUTRAL] I, I still, I think on this policy, like I'm still taking uh treat well, yeah, treatments cause they do blood draw every month for my cancer treatment. So I, I need to get all that paperwork sent to y'all's office to get uh I think they, they give me such amount of money for
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You know, the, still taking the treatments. So I guess I need to do that for the, the whole year of uh 24, right?
[AGENT][NEUTRAL] I, I would believe so. I apologize, Ms. [PII], I am not uh knowledgeable on the claim side.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. Well, I'll tell you, I'll just call the same number.
[AGENT][POSITIVE] I can get you over to the right people if you no, ma'am, I can take care of that for you. I can get you over to the right department.
[CUSTOMER][POSITIVE] OK, hon, thanks for your help. Have a good day.
[AGENT][POSITIVE] All right. Yes, ma'am. Yes ma'am. Just one moment, I'll get you transferred.
[CUSTOMER][POSITIVE] Thank you. Mm.
[CUSTOMER][POSITIVE] Sure. Great.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII] with the billing department. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm well. I have a Miss [PII] on the phone. She just made a policy payment, but she's got some questions about uh sending in some information. It's a cancer policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, I told her I would get her up too so she wouldn't have to call back.
[AGENT][NEUTRAL] So the policy number is 768.
[CUSTOMER][NEUTRAL] OK, sure. Yeah. Do you have
[AGENT][NEUTRAL] 331.
[CUSTOMER][NEUTRAL] And have you verified her information?
[AGENT][NEUTRAL] She has been verified. She's verified by a customer service that sent her over to me, but her callback number is [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. I'm ready for.
[AGENT][NEUTRAL] Yes, ma'am. Hold on one second.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I have [PII] on the line she's gonna help you out with that information, OK?
[CUSTOMER][POSITIVE] Oh OK and thank you for your help.
[AGENT][POSITIVE] Thank you. Yes, ma'am. You have a great day.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Bye bye.