AccountId: 011433970860
ContactId: b3753c17-d169-45d0-901a-73c98c9b098c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352769 ms
Total Talk Time (AGENT): 181070 ms
Total Talk Time (CUSTOMER): 94009 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/b3753c17-d169-45d0-901a-73c98c9b098c_20250506T15:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you.
[CUSTOMER][POSITIVE] Good afternoon.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I would like to, um, I would like our insurance.
[AGENT][NEUTRAL] OK, you had cut out. What was the first part you said?
[CUSTOMER][NEUTRAL] I said I would like to pay our insurance.
[AGENT][NEUTRAL] You'd like to make a payment on your insurance.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, before we proceed, is it possible to get your name and a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII], [PII].
[AGENT][NEUTRAL] You said [PII] Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you happen to have your policy number by chance?
[CUSTOMER][NEUTRAL] Yes, I have 2.
[CUSTOMER][NEUTRAL] The first one is 01266916.
[AGENT][NEUTRAL] You said 01266916?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the other one?
[CUSTOMER][NEUTRAL] The other one is my husband's, it's 01270805.
[AGENT][NEUTRAL] Alright, bear with me, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me your policy number one more time.
[CUSTOMER][NEUTRAL] 01266916
[AGENT][NEGATIVE] OK, that's where I messed up. All right, bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just to verify, Miss [PII], can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and that is what we have on file. I'm also showing that we have an email account. Can you verify that too, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you again, Ms. [PII], and that is what we have. So it does appear that both of your policies are actually set up on quarterly and you guys are paid current or active. You're actually paid to April the [PII]. Um, are you trying to make a payment over the phone for the policy, Miss [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, last, last quarter I paid over the phone and it was really convenient.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, so you wanna do it again. That's not a problem. We can definitely help you with that. Um, I will have to transfer you to, uh-huh.
[CUSTOMER][NEUTRAL] OK. It said it was due, oh go ahead.
[AGENT][NEUTRAL] I was just gonna say he's gonna have to transfer you to another department to get that done. our billing department handles our transactions for that, um, but I'll make sure I get someone and provide them the details so you won't have to repeat all that again.
[CUSTOMER][NEUTRAL] Mhm. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there something else you might need assistance with, Ms. [PII]?
[CUSTOMER][NEUTRAL] Well, I was just gonna say it said it was due on [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I want to go ahead and pay it.
[AGENT][NEUTRAL] Yeah, you're fine. And just so you know, you do have a 30 day grace period. Anytime that you get a payment due, um, you do have 30 days and if anything ever happened and you went past those 30 days, we will notify you in writing that hey, it seems that we didn't get the payment here's your opportunity to continue it and get the payment in and get it straightened out, um, but just keep in mind that there is a procedure in place if something ever occurs.
[AGENT][NEUTRAL] Um, as far as you not being able to get in touch with us for the 1st 30 days, but you're fine as long as you're within those 30 days, there's no penalties or anything late fees that you concur. you just pay the premiums and you're good to go.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][POSITIVE] Alright, Ms. [PII], I'm gonna place you on a brief hold while I get you further assistance and thank you for calling APL. You have a wonderful day and hold please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Thank you, hold please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII]. I've got an insured on the line that is wanting to make a payment on her policy and her spouse's policy. They're on quarterly, and they're active.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right. Do you have the policy number?
[AGENT][NEUTRAL] I do. It's Ms. [PII], 1266916.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did verify everything, she's up to date. Her callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], which is what the number she's calling from and her her husband's policy number is 127.
[CUSTOMER][NEUTRAL] Yes, ma'am. OK.
[AGENT][NEUTRAL] 0805.
[CUSTOMER][POSITIVE] Thank you so much. I'll be glad to have that OK.
[AGENT][POSITIVE] All right, here she goes. Thank you, love. Have a good day.
[CUSTOMER][POSITIVE] All right. You're welcome. You too, honey.