AccountId: 011433970860
ContactId: b49916b6-2ed8-4487-8003-15ceb8d14cf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 659440 ms
Total Talk Time (AGENT): 113841 ms
Total Talk Time (CUSTOMER): 288144 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/b49916b6-2ed8-4487-8003-15ceb8d14cf0_20250128T14:29_UTC.wav
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[CUSTOMER][POSITIVE] Have a great day.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to see if Friday would be OK for me to pay my premium.
[AGENT][NEUTRAL] OK, what's your name, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] I don't have that on with me.
[AGENT][NEUTRAL] Your social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. I have 4 aparts.
[AGENT][NEUTRAL] What I get from
[AGENT][NEUTRAL] OK, what's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You realize as you get older you're not gonna stop being this bit where you're not like some weird suit wanna be and then you come to a place like this and you realize that everyone's kind of like that and they won't hold it against you, you know, really hard to work like fine dining and stuff and now I think so I mean we hold them together pretty well, but
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah, it is mean things right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] energy back and forth
[CUSTOMER][POSITIVE] Number one fan.
[CUSTOMER][POSITIVE] I got to share more of my in them and.
[AGENT][NEUTRAL] [PII], can you verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What else you need?
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And currently
[CUSTOMER][NEUTRAL] So [PII], well my friend.
[CUSTOMER][NEUTRAL] A little bit about
[CUSTOMER][NEUTRAL] So many things, yeah, it's been a while so.
[CUSTOMER][NEUTRAL] come here and
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Uh-huh, I have 4 policies.
[AGENT][NEUTRAL] And what are the other 3 policies that you have?
[CUSTOMER][NEUTRAL] I have 4 total policies.
[AGENT][NEUTRAL] And what type of policies are they?
[CUSTOMER][NEUTRAL] Life, life insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][MIXED] Which is great, but it does not really explain why we are here.
[CUSTOMER][POSITIVE] Since you were bringing me to your place and doing something that we're gonna get me out of my comfort zone, I figured I would bring us here and get us out of our comfort zone and we'll play a little port.
[CUSTOMER][NEUTRAL] a lot of people don't know that Albuquerque has a hockey team here, I will, yes.
[CUSTOMER][NEUTRAL] No, I can't really speak very well to it, but I wanna introduce you to somebody who can to go up that please.
[AGENT][NEUTRAL] Um, did you work for a school district?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What's the name of the district?
[CUSTOMER][NEUTRAL] They were both Luther City school.
[AGENT][NEUTRAL] OK. Now, when I pull up your, your information by your policy number?
[CUSTOMER][NEUTRAL] So then I asked my dad I was like, yeah I can I play hockey like.
[AGENT][NEUTRAL] I mean, I don't show any of your policies active.
[AGENT][NEUTRAL] Let me go back and look.
[CUSTOMER][NEUTRAL] Oh my apologies.
[AGENT][NEUTRAL] Let me go back and look under your name. Spell your, spell your, your last name is [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, it is. The policy is there Mar last March.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Uh-huh. Give me a second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Let me search it by your name.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If it works for me, but I think we gotta go.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, so you, you have them on your dependent children?
[CUSTOMER][NEUTRAL] Button
[AGENT][NEUTRAL] So OK, you gave me some names are the policies under the individual's names that you just named?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. And what's the name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the [PII].
[AGENT][NEUTRAL] Spelled [PII] [PII].
[CUSTOMER][NEUTRAL] Oh Lord, [PII], I believe.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What do you think you're fine?
[CUSTOMER][NEUTRAL] I got all the policy number, but they're in the car and I hadn't.
[AGENT][NEUTRAL] I know, that's fine.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Some new friends and.
[CUSTOMER][NEUTRAL] He about [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I heard they're putting everything to you.
[CUSTOMER][NEUTRAL] Even with the [PII].
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] Give me a few minutes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm having to look um them up under the individual person's name.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I might have to call back. I got the call number being outside in the car.
[CUSTOMER][NEUTRAL] OK, I've been in since I was a little kid.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] in my life after teaching high school biology.
[AGENT][NEUTRAL] [PII], his last name is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, got it. It's not under the way that you spelled it.
[CUSTOMER][NEUTRAL] No, that would be [PII].
[CUSTOMER][NEUTRAL] [PII] is [PII]
[AGENT][NEUTRAL] I was referring to [PII].
[AGENT][NEGATIVE] Hurts just, yeah, just have, it's [PII]
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] People the reality of things. I don't think the people rattlenakes are an all American animal. They're everywhere. It's like seeing any other wildlife in the wild. Take your time and enjoy it.
[CUSTOMER][NEUTRAL] Do you know about the tailors? They're big billionaires' place. I heard they're putting every single room to use even the garage.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] There she is.
[CUSTOMER][NEUTRAL] I you.
[AGENT][NEUTRAL] And when so this would be for the month of January, do you pay?
[AGENT][NEUTRAL] 3 months at a time.
[CUSTOMER][NEUTRAL] I yeah, yes, yes.
[AGENT][NEUTRAL] OK. And so when do you expect to pay the premiums?
[CUSTOMER][NEUTRAL] Friday, I was trying to see if it's OK if I pay on Friday.
[AGENT][NEUTRAL] This Friday.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So that's gonna be the [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I know who is performing leaders in JPtely a full feature Billboard magazine chart hoppers and Grammy nominated artists that performed at the Mardi Gras Plaza, which is right across your website again, the big announcement is today that.
[CUSTOMER][NEUTRAL] Let.
[CUSTOMER][NEUTRAL] I guess.
[AGENT][NEUTRAL] OK, so then you would just contact. I'm gonna note the file and so you would just contact us on Friday and then make that payment those payments.
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All righty. Anything else?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mm mm. That's it.
[AGENT][NEUTRAL] All right, and that's gonna be on all of the policies?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alrighty, so we'll note your file, OK?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.