AccountId: 011433970860
ContactId: acff55a4-4bb4-414a-8a71-20b147001134
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426500 ms
Total Talk Time (AGENT): 132957 ms
Total Talk Time (CUSTOMER): 190474 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/acff55a4-4bb4-414a-8a71-20b147001134_20250303T16:15_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Alright, I had two questions. Uh, first, how are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] Uh, I want to pay my premium for my bill. I have a question about a policy for someone.
[AGENT][NEUTRAL] OK, um, and you're calling from a group or this is your personal policy?
[CUSTOMER][NEUTRAL] This my first one is my personal policy, yes.
[AGENT][NEUTRAL] OK. Um, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII], and [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number, Miss. How?
[CUSTOMER][NEUTRAL] Yes, uh 00.
[CUSTOMER][NEUTRAL] 774986
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] [PII] old.
[CUSTOMER][NEUTRAL] and.
[AGENT][NEUTRAL] OK. And I need um the mailing address, email address, and a birthday.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII] for birthday and [PII] [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you say you're calling to make a payment.
[AGENT][NEUTRAL] OK, I see you are set up for drafts. Um, is that not correct?
[CUSTOMER][NEUTRAL] What's the account number that is drafted on?
[AGENT][NEUTRAL] Uh, Hope Community Fair Credit Union.
[AGENT][NEUTRAL] Um, ending on [PII].
[CUSTOMER][NEGATIVE] Oh, no hope.
[CUSTOMER][NEUTRAL] No, no, no, no, uh, uh, normally I call in they could take that off. Normally I call in with my debit card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, alright, so let me go ahead and get um billing department to take your payment, but you say you have additional questions, so um, what is your additional question before I get them on the line?
[CUSTOMER][NEUTRAL] Yeah, uh, my other question was, uh, my brother wanted to know how could he get a policy with you guys.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, we don't offer individual policies, um, any longer. Um, we do it through group, through employers.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK, OK, alright so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So if you're ready, I can go ahead and get group billing department on the line for your payment, OK? All right, one moment. Thank you, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is Mellette and Group billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] I'm doing fine, so how are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a member on the line that needs to make a credit card payment for his policy.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on just a moment, let me get that up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I do apologize.
[AGENT][NEUTRAL] It's OK. Um, I'm looking for something myself here.
[AGENT][NEUTRAL] Uh, it's Monday, so.
[CUSTOMER][POSITIVE] Yes, it is definitely is.
[AGENT][NEUTRAL] Yeah, it is this morning was like, OK.
[AGENT][NEUTRAL] To back to back. I'm like, oh, there's money.
[CUSTOMER][NEUTRAL] Oh [PII]. I get it. I get it. Um, so you said you had someone on the phone that needed to make a payment and it's an insured.
[AGENT][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][POSITIVE] OK. I can help them with that.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let's see, what is that policy number?
[AGENT][NEUTRAL] It's um 774986.
[CUSTOMER][NEUTRAL] And who do you have on the phone?
[AGENT][NEUTRAL] Um, I have Mr. [PII] for [PII].
[CUSTOMER][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] 774986.
[CUSTOMER][NEUTRAL] And a good call back number for [PII]?
[AGENT][NEUTRAL] Um, that is going to be [PII], um, let me get that [PII].
[CUSTOMER][NEUTRAL] Alright, and Mr. [PII], um.
[AGENT][POSITIVE] Yeah, OK, thank you. Have a good day, Mrs. You're welcome.
[CUSTOMER][POSITIVE] You, you too, dear. Thank you. You verified him?
[AGENT][POSITIVE] I did. Mhm. Yes. Yeah. You're welcome. Thank you for holding and being patient for me, Mr. [PII]. I got Ms. [PII] on the line and she's gonna assist you with the payment.
[CUSTOMER][POSITIVE] OK, thank you so much. mm all right.
[CUSTOMER][NEUTRAL] Is that, hey, how you doing?
[CUSTOMER][NEUTRAL] Alright Mr. [PII], um, this is Male in group billing and I understand a good callback number for you is the [PII].
[CUSTOMER][NEUTRAL] Yes, and you're calling to make a credit card payment, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am. Alright, and how much are you wanting to pay today?
[CUSTOMER][NEUTRAL] Uh, $19. Alright, I can help you with that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You ready?
[CUSTOMER][NEUTRAL] Uh, just a moment, let me get this information entered in and I'll be ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let's see, and that is a quarterly payment?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That's this should be there around this.
[CUSTOMER][POSITIVE] Uh, I do apologize.
[CUSTOMER][NEGATIVE] I cannot spell