AccountId: 011433970860
ContactId: b10a756b-45cc-4f0b-9341-42979c3a7a93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325040 ms
Total Talk Time (AGENT): 153856 ms
Total Talk Time (CUSTOMER): 183786 ms
Interruptions: 6
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/b10a756b-45cc-4f0b-9341-42979c3a7a93_20250604T13:49_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling and APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have um Ms. [PII] on the phone and she was calling about her premium payment and wanna know if she can mail it, but it's showing her policy is term since February.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, what's her her policy number, dear?
[CUSTOMER][NEUTRAL] 603-606.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Now I verified all her info, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, yeah, hey, [PII], on that call, do you wanna just transfer it to me or you wanna tell her she can go ahead and mail her payment in?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I'd rather transfer because I don't know.
[CUSTOMER][NEUTRAL] Uh, anything if she had to do back payment or how that would work?
[AGENT][NEUTRAL] Yeah, she does. I can talk to her.
[CUSTOMER][POSITIVE] Awesome thank you ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Ms. [PII], Miss [PII].
[CUSTOMER][NEUTRAL] OK that
[CUSTOMER][NEUTRAL] Hey baby.
[AGENT][NEUTRAL] Hey, this is [PII] in customer service. How are you today?
[CUSTOMER][NEUTRAL] I you.
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] I'm right, [PII].
[AGENT][NEUTRAL] Alright, good deal. Um, [PII] was just telling me that you wanted to send a payment in to get your policy reactivated?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I didn't know it was, it wasn't. I thought it was. I'm just like I told, I have a lot of stuff going on and I know.
[AGENT][POSITIVE] Yes, ma'am. I understand. I can help you with it.
[CUSTOMER][NEUTRAL] But I need to, I need to line this up, OK, what can I do?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] How much I need to send?
[AGENT][NEUTRAL] Yes, ma'am. So, um,
[AGENT][NEUTRAL] You, you cut off your pay date was [PII], so we'll need um February, March, April, May, and now June.
[CUSTOMER][NEUTRAL] It was oh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And it's [PII], so probably July.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, so your quarterly premium, I'm sorry, your semi annual premium is 10,980.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, so to get you called up you can just pay, send us a check for 10,980.
[AGENT][NEUTRAL] And then we'll, and then it'll pay you say February, March, April, May, June.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] To July and then you'll get another bill for the next 6 months.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] So I'm gonna, I'm gonna send you $109.80.
[AGENT][POSITIVE] Yes ma'am, and if you would like to pay for it over the phone with a credit card, you're welcome to do that as well.
[CUSTOMER][NEUTRAL] And then June
[CUSTOMER][NEUTRAL] I don't, I don't
[CUSTOMER][NEGATIVE] I don't like doing that. I just never did it. I just
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. Just give us a check in the mail. Do you have our address?
[CUSTOMER][NEUTRAL] I think that's so
[CUSTOMER][NEUTRAL] OK, I got it's uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's it. Yes, yes, ma'am, that's it.
[CUSTOMER][NEUTRAL] OK, and can you send, you know, like I know I don't know if anybody knows or not, but like I get my, it's a lot of good stuff that this uh APL do but I don't, it's I have.
[CUSTOMER][NEUTRAL] Um, mailed out for it very few times. I've never did it like every time, every year I have my annual and my heart and my Pap smear, mammogram and all this stuff.
[CUSTOMER][NEUTRAL] And uh, I, I keep forgetting to do it because
[CUSTOMER][NEUTRAL] Can you send me some information about that, you know, and I know what so I can know what to send again. I didn't forgot. I swear I have and I.
[AGENT][NEUTRAL] OK, that's fine. This is a dental policy, so it wouldn't be for like wellness visits or anything.
[CUSTOMER][NEUTRAL] Oh, this is just for the dental.
[AGENT][NEUTRAL] This is the dental, yes, ma'am. Uh-huh. And that's all you have with us.
[CUSTOMER][NEUTRAL] Just dinner, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Just dinner, OK, somebody else I had it with. OK, I got about got stuff with everybody trying to get my keep my stuff in order.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. Uh-huh.
[AGENT][NEUTRAL] You gotta figure out who you got what with, huh? It's hard to keep up with sometimes.
[CUSTOMER][NEUTRAL] Yeah, but I, I, I, yeah, cause I do go, you know, like the only thing I really do now is to get my teeth clean.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And uh I say some spending thousands of dollars in this mouth and I'll be $75 this year. I said you can pull all these teeth and give me.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Give me some chapels.
[AGENT][POSITIVE] Oh goodness. Yeah.
[CUSTOMER][POSITIVE] But I'm saying that, but I, I don't know how I feel with that but I'll send this payment out today when I, I'm glad, I'm glad I saw this envelope and I said well let me call and see what's going on.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh-huh. Yes, ma'am.
[CUSTOMER][POSITIVE] But I thank you so much for helping me.
[CUSTOMER][NEUTRAL] And I'll put this check in the mail today.
[AGENT][POSITIVE] You are so welcome. If I can do anything else, let us know, OK?
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][POSITIVE] You're welcome. Have a good day, Ms. [PII]. Thanks for calling APL. OK, honey. Bye-bye. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Have a great, have you too.
[CUSTOMER][POSITIVE] All right, thank you for helping me bye bye.