AccountId: 011433970860
ContactId: 9ebab114-04f8-4709-bb84-1aa5be22f198
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 533359 ms
Total Talk Time (AGENT): 193384 ms
Total Talk Time (CUSTOMER): 240071 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/9ebab114-04f8-4709-bb84-1aa5be22f198_20250310T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] over in customer care. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, thank you for asking. Um, I have an insured on the line. His policy has lapsed and he got a letter from us about making a payment, so he needs to talk to somebody about doing that and then he also wanted to speak to somebody about doing like automatic payment if he can.
[AGENT][NEUTRAL] OK, OK, I can help him with that. Um, what is that policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] His policy number is 602155.
[CUSTOMER][NEUTRAL] Should come up for [PII] and [PII].
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] OK, yes, OK.
[CUSTOMER][NEUTRAL] He says, he says he forgets to pay it, so he just wants it to come out.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] I get that for sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, oh, this is yearly. OK, I'm with you. I would forget it too. OK, then.
[CUSTOMER][NEUTRAL] I know, right.
[AGENT][POSITIVE] Right, I am ready whenever you are.
[CUSTOMER][POSITIVE] OK, here he comes. Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. How are you today?
[CUSTOMER][POSITIVE] I'm pretty good, and yourself?
[AGENT][NEUTRAL] I'm good, thank you. Um, now, I understand that you need to make a payment for your dental policy.
[CUSTOMER][NEUTRAL] Come back with that
[AGENT][NEUTRAL] You needed to make a payment for your dental policy.
[CUSTOMER][NEGATIVE] Uh, I have a letter from y'all saying I'm late on the payment.
[CUSTOMER][NEGATIVE] And my wife is sick and I haven't been keeping track of what I'm supposed to do.
[CUSTOMER][POSITIVE] And what I would like to do with y'all is get it paid automatically.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, sir, we can do that. Now I would need to mail you out a form to fill out so that we can hold it out automatically monthly, um.
[AGENT][NEUTRAL] But I can get that in the mail to you.
[CUSTOMER][NEUTRAL] No, I have a farm right here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, do you? OK, yes, sir.
[CUSTOMER][NEUTRAL] Y'all sent me a phone.
[AGENT][POSITIVE] Oh, good, good. And
[CUSTOMER][NEUTRAL] So I have to fill out, I need to fill out that form?
[AGENT][POSITIVE] Yes sir and send it back to us and you can email it or fax it or mail it just whatever works better for you.
[CUSTOMER][NEUTRAL] What is your, your fax number?
[AGENT][NEUTRAL] OK, let me pull that up, make sure I give you the right one.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so the fax is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, sir. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Now you can also make a payment over the phone if you want to um I just want you to know that's available.
[CUSTOMER][POSITIVE] Oh, I can do it. I'd like to do it over the phone if it's, if it's OK with you.
[AGENT][NEUTRAL] Yes sir, that works fine, it sure does. um, now this shows that you pay yearly, do you still want to do that or or we can change it?
[CUSTOMER][NEUTRAL] I'd like to do it yearly the same way.
[AGENT][NEUTRAL] OK. Yes, sir.
[AGENT][NEUTRAL] Um, now if you don't mind, I will need to get someone else on the line to take that payment. Um, I'm not allowed to do that part of it, um, but I will get them on the line for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Thank you, Mr. [PII]. But before I do that, is there anything else I can do for you?
[CUSTOMER][NEUTRAL] No, I just, uh.
[CUSTOMER][NEUTRAL] I just wanna get it done because uh I forget too easy.
[AGENT][NEUTRAL] Yes, sir. I understand that, definitely. OK. OK, hold on just a minute and I'll get someone on the line.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[AGENT][NEUTRAL] Hey, this is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][POSITIVE] The insured on the line. Hey, and I'm so glad you answered, um, this, I have a man on the line.
[CUSTOMER][NEUTRAL] I'm not.
[AGENT][NEUTRAL] Uh, he wants to make a payment on his policy and he pays yearly, and you know, so he wants to make that yearly payment.
[CUSTOMER][NEUTRAL] Mm, same I thought she is my friend.
[AGENT][NEUTRAL] Uh 00.
[CUSTOMER][NEUTRAL] I'm just messing with you. I just had to make you smile.
[AGENT][NEGATIVE] I like, oh no.
[AGENT][NEGATIVE] I was worried.
[CUSTOMER][POSITIVE] No, it's not a problem. Uh it's not a problem at all. That is, that is something that's easy peasy.
[CUSTOMER][NEUTRAL] Breaking easy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you got a gentleman on the phone who wants to make a payment and what is his name?
[AGENT][POSITIVE] Cool.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] But the policy number is 602155.
[CUSTOMER][NEUTRAL] 602-155 and his name is [PII] and a good call back number for Mr. [PII]?
[AGENT][NEUTRAL] Right, um
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And he's wanting to make a yearly payment on [PII]. I can help him with that if you'll send him mine.
[AGENT][NEUTRAL] Alright, I sure will. Now this was last, but I did reactivate it, you know, to take that payment just to let you know that part, um, because it goes back to January.
[CUSTOMER][POSITIVE] Oh, OK, because it was in January. OK, that's great, that's great. That's the reason why you got that phone call.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. OK. Here he comes.
[CUSTOMER][NEUTRAL] That's OK. I can't take payments unless it's activated.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] All right. You send him on and I'll take care of him. Thank you, love.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mr. [PII], this is Male in group billing. Uh, [PII] said that you were going to.
[CUSTOMER][NEUTRAL] I'm sorry ma'am. I didn't get your name. My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Spell that for me, please. [PII]
[CUSTOMER][POSITIVE] Oh, OK, thank you, [PII].
[CUSTOMER][NEUTRAL] You're welcome. Um, and [PII] said that you were wanting to make a payment on your policy, your yearly premium, and a good call back number for you is the [PII].
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] What number? Say that again.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What number is that? What is that a telephone number or something? Is that your callback number?
[CUSTOMER][NEUTRAL] Oh, my callback number? Correct.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] And what you just said the [PII], yes ma'am, yes ma'am. OK.
[CUSTOMER][NEUTRAL] Alright, just give me a moment. I got to log in here.