AccountId: 011433970860
ContactId: ac54e376-1391-4f52-a5fb-a4cb386499fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 768349 ms
Total Talk Time (AGENT): 333715 ms
Total Talk Time (CUSTOMER): 251389 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/ac54e376-1391-4f52-a5fb-a4cb386499fe_20250124T22:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[AGENT][NEUTRAL] OK, well.
[AGENT][POSITIVE] Thank [PII] it's Friday.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] We're so close to done.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Um, hey, I have the sweetest human on the planet on the phone to make a, uh, make a payment on our policy.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] Sit on a group.
[CUSTOMER][NEUTRAL] Um, no, it's just her individual cancer policy.
[AGENT][NEUTRAL] OK, what's that number?
[CUSTOMER][NEUTRAL] Yes, 427-719.
[AGENT][NEUTRAL] 427-719.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] And their name?
[CUSTOMER][NEUTRAL] It was Miss [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I verified all her information and her callback number is the one listed on Amtrak.
[AGENT][NEUTRAL] Uh, I don't know that I have that. Is it the one on the screen [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Awesome
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][POSITIVE] All right, I'm ready for it. Thank you so much.
[CUSTOMER][POSITIVE] Oh my pleasure and I'll introduce you when we join if that's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Hi, Ms. [PII], are you still there with me? Yes. Hey, thank you for your patience. I have Miss [PII] on the line and she's gonna be able to help you process payment today and she'll take care of you, OK? OK, thank you very much. My pleasure. You take care.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] Hi, Miss [PII]. It's [PII] in the billing department. I understand you want to make a payment on your policy. How much were you wanting to pay today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, the whole amount 511 and 20 cents.
[AGENT][NEUTRAL] 5 11:20. OK. And I just wanna make
[CUSTOMER][POSITIVE] That that is the correct.
[CUSTOMER][POSITIVE] That is the correct amount.
[AGENT][NEUTRAL] Well, as, um, let's see.
[AGENT][NEUTRAL] Well, I see a premium of $480.
[AGENT][NEUTRAL] And that looks like.
[AGENT][NEUTRAL] What has been paid in the past, but I do see the 5-1120 back in March.
[AGENT][NEUTRAL] I, well, I see it more than that. I don't know where I'm getting that 480. Did it change? Let's see.
[AGENT][NEUTRAL] January of last year, I see 480 was billed.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] But we received 5 11:20.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] It looks like we're billing 480.
[CUSTOMER][NEUTRAL] Uh, can I ask why?
[AGENT][NEUTRAL] But we're receiving 5 11:20.
[CUSTOMER][NEUTRAL] Why 480.
[AGENT][NEUTRAL] Well, it looks like in [PII] and before that it was 5-11-20, but then.
[AGENT][NEUTRAL] It went down in January of last year, [PII] to 480.
[AGENT][NEUTRAL] I'm not sure why.
[CUSTOMER][NEUTRAL] But why, why would it go down?
[AGENT][NEUTRAL] Let me see if I can figure that out for you. Let's see here.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I do not see, let me see.
[AGENT][NEUTRAL] I'm gonna ask uh someone in the customer service department while I have you on the phone just to make sure I'm not looking at this wrong.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't want to give you bad information. Um let's see.
[CUSTOMER][NEUTRAL] Well, nothing ever goes down, so.
[AGENT][NEUTRAL] Well, uh, you know, and I'm not sure why it would have, that's why I don't wanna, let's see.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let's see, policy 427-719.
[AGENT][POSITIVE] And she would definitely be the one to ask, so it's a good thing I had her ear already.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEGATIVE] Back in March, there was issues with
[AGENT][NEUTRAL] All that, let's see.
[AGENT][NEUTRAL] She's looking at it for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, she's.
[AGENT][NEUTRAL] Looking into it.
[AGENT][NEUTRAL] And I'm, I'm seeing notes here. It looks like, you know, your policy has something to do with age when it drops, but I don't know that that's the issue. She's looking at it for me. I'm just reading on some previous notes.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Taking her a minute too.
[AGENT][NEUTRAL] How have you been, Miss [PII]? I don't want to sit here on the phone and not speak with you. I apologize.
[CUSTOMER][NEUTRAL] Well, that's all right. I'm, I'm doing fine. Are you in [PII]?
[AGENT][POSITIVE] Well, I'm glad to hear that.
[AGENT][NEUTRAL] No ma'am, I'm in [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Did you get some of those?
[CUSTOMER][NEUTRAL] Ice and snow and.
[AGENT][POSITIVE] You know, somehow we managed to dodge it and I could not be more grateful.
[CUSTOMER][NEUTRAL] I bet.
[AGENT][POSITIVE] I'm telling you everyone north, south, east and west of us got it, but we managed to not get a snowflake and I am so eternally grateful.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][MIXED] Yeah, we had gotten uh 7 inches of snow, uh, about a week before that here in [PII] or in my town. And, uh, but it, it was melted off in just, you know, 2 or 3 days. It wasn't so bad. But, uh, I know all the, all from [PII] and all across, you know, going east all the way to the coast, and then up, up the coast too, they got terrible stuff and they're not used to it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] [PII] got hit really hard and they've, you know, there was some, I saw so many videos of children that had never seen snow and seeing it for the first time, and it's just amazing to see the
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The looks on their faces. It was uh.
[CUSTOMER][NEUTRAL] Well, even a lot of adults, probably, at least in some of those places, if that's where they've lived all their life, they may not have seen it either.
[AGENT][NEUTRAL] Hm, yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, I saw where [PII] was supposed to have gotten around 10 inches.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So that's a lot of snow.
[AGENT][POSITIVE] It really is, especially for someone that never gets it, so that's a lot for anyone really but OK, so she's wanting to make sure that we get this right because of the issues we had in the past and we don't want to mess you up. I can take the payment of the $51,120 if you would like, since that was what you were looking to pay. And if the bill is only $480 I can make sure that the difference is refunded to you unless you would like just to apply it to the policy and let it go.
[AGENT][NEUTRAL] Uh, further than a year.
[CUSTOMER][NEGATIVE] Well, I, I will, I'll go ahead and pay the 5-1120 to make sure and, uh, uh, because I want it to be correct, there was a mess up last year. I paid it and then they were saying I had paid too much and I mean that I had.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] paid it and they owed me that 5-11, and I knew I didn't. And oh, it was a mess and had me all aggravated. So,
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I do see that that's why she's really want to make sure we get it right because she sees the the issues that we had before and she doesn't want a repeat of that so.
[CUSTOMER][NEUTRAL] And and if
[AGENT][NEUTRAL] What I'll do is I'll take that 5 11:20 and like I said, we can either.
[CUSTOMER][NEUTRAL] OK, and if, if she figures out if she's trying to say it's the 480, I wanna know why I mean either send an email or send me a letter or whatever but I wanna know why.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Yes, ma'am. I will, um, I will call you back personally and let you know the um the right amount and whether or not there should be a refund and why it was changed if that's the case.
[CUSTOMER][NEUTRAL] OK, I'm paying it with an American Express card.
[AGENT][NEUTRAL] All right, let's see. I am, yes, ma'am.
[CUSTOMER][NEUTRAL] You ready for the number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, the expiration?
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] And the oh, OK, uh, [PII].
[CUSTOMER][NEUTRAL] And the four extra numbers that you need, I guess you need them, [PII].
[AGENT][NEUTRAL] Security code?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the last thing I'll need is the zip code for the, the billing zip code for the card.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Don't know if I've got that, uh.
[AGENT][NEUTRAL] Well, it should just be your home address, uh, zip code if that's where you get your, uh, invoices.
[CUSTOMER][NEUTRAL] Oh, OK, my home address, uh, the zip code is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so that's a charge in the amount of $511.20 and I'm going to process this and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can send, let's see, I can send you an email with the receipt or I could just give you an authorization number which one would you prefer?
[CUSTOMER][NEUTRAL] Uh, I prefer the email where I can print it off and put it with my in my files.
[AGENT][POSITIVE] Yes ma'am, let me get that for you.
[AGENT][NEUTRAL] All right, what's a good email address for you?
[CUSTOMER][NEUTRAL] Oh, I told that other girl, uh, oh.
[AGENT][POSITIVE] Oh, I'm sorry about that.
[CUSTOMER][NEUTRAL] Well, if I can give it to you again if you don't have that, but.
[AGENT][NEUTRAL] Yes ma'am. I just don't have it on the screen in front of me.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Alright, so I'm at [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, that should be coming your way.
[AGENT][NEUTRAL] And I'm going to make myself a note that after my colleague memory is going to look into it for me and it might end up actually being my manager that looks into it just to be on the safe side, and I will contact you sometime early next week, probably Monday, to let you know what I found.
[CUSTOMER][NEUTRAL] OK, and I do have uh a home phone, that's the one I gave you, girl gave her, uh, and I have an answering machine on it because um I have to take my son to [PII] to a doctor's appointment Monday. So if I'm not here, just leave a message or go ahead and send it on my email.
[AGENT][NEUTRAL] OK, yes ma'am. And is the phone number that ends in [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] All right, I've got that number and I've got a note to give you a call next week and let you know what we find.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Yes, ma'am. You have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye-bye.