AccountId: 011433970860
ContactId: 97c4888f-9b46-4d9a-991f-f0388235f843
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 973239 ms
Total Talk Time (AGENT): 292181 ms
Total Talk Time (CUSTOMER): 255168 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/97c4888f-9b46-4d9a-991f-f0388235f843_20250602T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I am a um or I belong to APL and I have moved in the last week and need to make an address change, and I also need to verify if I have a payment due because of this change. I don't know if I've got my bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yes, I can help you with both. Um, I can update your address for you and then I'll let you know what the last pay due date is on your policy.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Can I please, you're very welcome. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my call back is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] Policy number is 02559336.
[AGENT][NEUTRAL] OK, let me pull up your policy.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] All right, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have now for you?
[CUSTOMER][NEUTRAL] Right now it's [PII].
[CUSTOMER][NEUTRAL] [PII] in [PII].
[AGENT][NEUTRAL] Thank you. And then your email address, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you and then what do you want the new email I'm sorry, the new address to be?
[CUSTOMER][NEUTRAL] OK, it's kind of unusual. It, uh, starts with [PII].
[CUSTOMER][NEUTRAL] And then it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Some people put roads, some don't put anything behind that, so I'm not sure.
[CUSTOMER][NEUTRAL] And, and it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that [PII]. Wait a minute, that's the, that's the old one. it's uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] That's [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me get this address um updated for you real quick.
[AGENT][NEUTRAL] It's gonna be just a minute while I get it changed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I believe I've got it updated. I'm gonna just make sure that it sticks for us.
[AGENT][NEUTRAL] OK, I got your address updated.
[AGENT][NEUTRAL] And looking at your policy I see that um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was paid to [PII], so what I'm going to need to do is um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Send a request to the customer service department so that they can give you a call back to discuss payment options with you.
[AGENT][POSITIVE] So we can make sure that you know somebody gets in contact with you for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it it was paid up until [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And so it's, it's uh like a month, a month.
[CUSTOMER][NEUTRAL] Overdue or whatever. OK. OK.
[AGENT][NEUTRAL] Right, and it's [PII] now, so there's a 30 day grace period um for payment. So I'm gonna um if you don't mind Ms. [PII], I'm gonna put you on a quick hold. I'm gonna get that request sent in to the customer service department so that they can give you a call back and discuss payment options with you, OK?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 000, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I, I was gone from, I was gone from my, uh, old address for a while and I don't know if mail got lost and so I'm sorry, yes, I would like to talk to someone about that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, it's OK. It's OK you were moving, but we'll make sure that somebody calls you back and gives you payment options. So I'm gonna put you on a quick hold, get that request sent in, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome, Miss [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I got a quick question for you um, if they say that you could just make a payment to catch it up, would you want to do that over the telephone?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, I can, I can do that.
[AGENT][NEUTRAL] OK, let me ask him real quick if they're able to do that. Let me just write him a message real quick.
[CUSTOMER][POSITIVE] Thank you. Uh-huh.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] And then if they can, we could just take it over the telephone, but I gotta get a verbal OK, real quick.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Give me just a second while I check it.
[AGENT][POSITIVE] Hopefully somebody will see it soon. We'll get an answer. I appreciate you waiting.
[CUSTOMER][POSITIVE] OK, that's fine, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] If I don't get an eyeball soon that somebody saw it, I'll just go ahead and continue with the call back request for you so you don't have to wait too long.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's fine.
[CUSTOMER][NEUTRAL] Give me a chance to sit down for a minute.
[AGENT][POSITIVE] Yes, relax, kick your feet up.
[CUSTOMER][NEUTRAL] I, I am trying, I am trying to unpack.
[CUSTOMER][POSITIVE] It's probably a good thing I was unpacking what I want because I totally forgot about this and.
[CUSTOMER][NEGATIVE] And when I looked at at my last statement, I couldn't find, uh, you know, I got the, the [PII] was the last one I could find and I thought, oh my goodness. So, um, it was totally forgotten.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, and all that moving too that can um.
[AGENT][NEUTRAL] Make you tired all within itself mentally and physically.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So did you, uh, by your address, it sounds like you're in a really small place. Are you in a small community now?
[CUSTOMER][NEUTRAL] No, actually, this is the part of [PII]. Um, it's just uh kind of north of the actual city. So there's a lot of hustle and bustle. I came from, um, I guess a small community. It's where [PII] is, is where I came from and uh it's actually quite, especially when the kids are gone, it's actually quite calm. But this is hustle and bustle.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm just near my son.
[AGENT][POSITIVE] That is awesome that you get to be close to him though.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] He, he may not think that after a while.
[AGENT][NEUTRAL] They're writing and we got somebody that's looking so it's gonna be just a moment, um.
[CUSTOMER][NEUTRAL] OK. Oh, it's fine.
[CUSTOMER][NEUTRAL] I'm not in any hurry. I didn't know when you uh wrap up the day, so, um.
[AGENT][POSITIVE] I am here until [PII]. So I get off at [PII]. But I, I enjoy it cause I don't start until [PII], so I have time to drink my coffee and do my devotional and any kind of like, like uh run the dishwasher, throw a load of clothes in. I work from home. So it's, it's very nice to start at [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] And I'm not a morning person, so that makes it even better.
[CUSTOMER][POSITIVE] It's nice to have
[AGENT][NEUTRAL] OK, I'm gonna go ahead and send you on over to the billing department here in just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that they can take um.
[AGENT][NEUTRAL] Your payment
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, it's gonna be a brief hold while I transfer you to billing. I enjoyed talking with you and Ms. [PII], and I hope you love your new place.
[CUSTOMER][POSITIVE] Thank you so much. You have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You too. Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I've got Ms. [PII] on the phone. Um, her policy number is 2559336.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] And she's been verified. The callback number is the same one she's calling from.
[AGENT][POSITIVE] And she just wants to pay over the telephone and get her policy um reactivated. Customer services went ahead and un lapsed it for us.
[CUSTOMER][NEUTRAL] And um what's her name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEGATIVE] Oh, I'm sorry, I was thinking I had that written out and I thought that was yours and I was like that's not right.
[AGENT][NEUTRAL] No, I'm [PII].
[CUSTOMER][NEUTRAL] Oh, it's been a day. OK, Miss [PII].
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Policy 2559336. by chance did you get the amount? I just don't have it pulled up yet.
[AGENT][NEUTRAL] Uh, oh, I'm in notes. Hold on, let me get out of it.
[CUSTOMER][POSITIVE] No, it's OK, it's OK. It's alright. I just thought maybe I'd ask real quick, 5340 probably right, I'm ready for whenever you are.
[AGENT][POSITIVE] OK, thank you so much. You take care. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You as well.