AccountId: 011433970860
ContactId: a7312f05-2b23-4158-8c12-097074c744e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318540 ms
Total Talk Time (AGENT): 95984 ms
Total Talk Time (CUSTOMER): 167025 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/a7312f05-2b23-4158-8c12-097074c744e7_20250328T15:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII] and um my policy, I think it's due.
[CUSTOMER][NEGATIVE] yeah, the [PII], and I have ran out of checks. Do y'all pay, I mean, take payment, uh, over the phone?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, I sure do. It's by credit card.
[CUSTOMER][NEUTRAL] OK. Uh, well, can I use my uh bank uh card?
[AGENT][POSITIVE] Yes, ma'am, you certainly can. And I can help. Would you like to make a payment today?
[CUSTOMER][NEUTRAL] Uh, let me see here. I'm just now leaving the doctor's office. I'm trying to get organized, but I had a, well, semi panic attack and oh dear, I hope they take it cause I don't know when I'm gonna get my uh checks in. So, um, let's see.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Uh, yeah, I probably need, let me find my card number. Uh, do you need my account, my policy number first and stuff like that?
[AGENT][NEUTRAL] You're fine. I'm, yeah.
[AGENT][NEUTRAL] Yes, ma'am, please. I do need to verify your information.
[AGENT][NEUTRAL] What is your policy number? Do you have that available?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh. 007.
[CUSTOMER][NEUTRAL] 683-31
[AGENT][POSITIVE] Thank you, ma'am. And what is your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And do you mind verifying your date of birth and mailing address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's [PII] and let me see, I think we're using my PO box because I have trouble with the, yeah, [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I can.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Transfer you to a representative that can assist you with that payment, if you're ready.
[CUSTOMER][NEUTRAL] OK. Ready. Mhm.
[AGENT][NEUTRAL] All right. Let me just get a representative for you, Miss [PII]. One moment, please.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII]. I have an insured that wants to make a payment by phone, please.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's an individual.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] Policy number 768.
[AGENT][NEUTRAL] 331.
[CUSTOMER][NEUTRAL] Surname?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And callback number.
[AGENT][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, and by chance they mentioned how much they wanted to pay.
[AGENT][NEUTRAL] She did not. She just knows it's due on [PII].
[CUSTOMER][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. Anything else?
[CUSTOMER][POSITIVE] All right, I'm ready for whenever you are.
[AGENT][POSITIVE] All right, thank you. Let me get her on the line. Thank you, [PII] one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][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][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too. Thanks for your help.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh, bye.
[CUSTOMER][NEUTRAL] Hi Ms. uh, like you said, this is [PII] and billing. How are you today?
[CUSTOMER][NEUTRAL] OK. How are you? I'm doing well. I understand you wanting to pay on your policy?
[CUSTOMER][NEUTRAL] Yes, ma'am. I ran out of checks to mail.
[CUSTOMER][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] Yes, the $90.60.
[CUSTOMER][POSITIVE] Yes, ma'am. All right. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] [PII]