AccountId: 011433970860
ContactId: b5b90dec-e98e-44bb-9d6d-1e672f57cd82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 485179 ms
Total Talk Time (AGENT): 167196 ms
Total Talk Time (CUSTOMER): 221181 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/b5b90dec-e98e-44bb-9d6d-1e672f57cd82_20250227T22:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm trying to make a payment, uh, and uh I hope I can make maybe the month for the month. I don't know. I guess maybe once I give you my policy number you'll know what I'm talking about. Can we do that?
[AGENT][NEUTRAL] All right, what is, yes, ma'am, what is that policy number?
[CUSTOMER][NEUTRAL] OK, I'm so sorry, I just stepped away from my desk. Hold on one second. OK, that policy number is.
[CUSTOMER][POSITIVE] Um, oh my gosh, I have it right here.
[AGENT][POSITIVE] You're fine. Take your time.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK. Oh.
[CUSTOMER][NEUTRAL] There it is, uh, it is 02570628.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Do you mind verifying your current mailing address, email, and phone number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the current address is [PII].
[CUSTOMER][NEUTRAL] Uh, on my phone number [PII].
[AGENT][NEUTRAL] And then your email if you don't mind.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, Ms. [PII], I'm showing that your policy is paid through January.
[AGENT][NEUTRAL] And you're wanting to make a payment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I, uh, it says, you say, you said it's paid through January and the form I'm looking at says you date [PII].
[CUSTOMER][NEUTRAL] So I'm paid through January.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me just check something real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of 25.
[AGENT][NEUTRAL] Just checking to see if there's any other policy. Did you receive that?
[CUSTOMER][NEUTRAL] No, no, that's, no, I've had it, I've had it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It took forever to get this going again so what are you showing the amount due?
[AGENT][NEUTRAL] Give me just one second, let me get that pulled up.
[AGENT][NEUTRAL] I'm checking on that for you, so bear with me just one second.
[AGENT][NEUTRAL] Looks like 9360.
[CUSTOMER][NEUTRAL] Right, OK, so and that when is that due?
[AGENT][NEUTRAL] Well, actually,
[AGENT][NEUTRAL] Looks like, because your policy is only paid through January the [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And it looks like you're billed quarterly?
[CUSTOMER][POSITIVE] Correct, because I chose that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm, I'm checking, bear with me just one second.
[CUSTOMER][NEUTRAL] I can go outside.
[AGENT][NEUTRAL] And did you want to pay it with a credit card?
[CUSTOMER][NEUTRAL] Yeah, I'm.
[CUSTOMER][NEUTRAL] A debit card, but that my question is, so is it you or not you are you still kind of still looking?
[AGENT][NEUTRAL] I think
[AGENT][NEUTRAL] Yeah, it looks like it's only paid through [PII].
[AGENT][NEUTRAL] So it looks like we need that payment.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So this is my question. I chose quarterly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, is there any way that I could pay $50 today and then.
[CUSTOMER][NEUTRAL] Like in a couple of weeks pay the other remaining of the 9360 or would that not work?
[AGENT][POSITIVE] Well, that is a good question.
[AGENT][NEUTRAL] And I would need to transfer the call.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If if that's OK, just the customer service and they can see if they can change that billing information for you.
[AGENT][NEUTRAL] Would that be OK?
[CUSTOMER][NEUTRAL] OK, then if not the, the 50, would I be able to make a one month payment?
[AGENT][NEUTRAL] For the 9360, that's what we'll we'll check with them and see if you can make a partial payment maybe.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, let me check with them and see if you don't mind, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, is it gonna take long because I, I've already been home for a while, OK.
[AGENT][NEUTRAL] No, it shouldn't take long at all.
[AGENT][NEUTRAL] You've been on hold for a while?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Uh, I am so sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] If you'll hold just one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, like.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][POSITIVE] Good Afternoon, thank you for calling APL. This is [PII] in the customer service.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hey, good to talk to you. I have policy number 257-0628 on the line.
[CUSTOMER][NEUTRAL] 257-062-8
[AGENT][NEUTRAL] Mhm. [PII] verified all of her information. She is wanting to know if, you know, she was calling about her premium, and I told her that her policy was paid through [PII], and
[AGENT][NEUTRAL] She said that she's wanting to know if she can make like a $50 payment, but she said she chose the quarterly or can it be changed to monthly or how can.
[AGENT][NEUTRAL] She makes sure that's up to date and can you help her?
[CUSTOMER][NEUTRAL] Yes ma'am, what's the um callback number?
[AGENT][NEUTRAL] What's the number on file. It's the um I verified it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yep, you got her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you. Let me get her on the line. I appreciate you. One moment.
[CUSTOMER][NEUTRAL] You bye bye.
[AGENT][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] on the line and she's going to assist you, OK?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're very welcome. You have a lovely evening.
[CUSTOMER][POSITIVE] You too, thank you so much.
[AGENT][POSITIVE] You're welcome. Bye bye. Thank you, [PII].
[CUSTOMER][POSITIVE] That you're welcome.
[CUSTOMER][NEUTRAL] Good afternoon Miss [PII]. This is [PII] in the customer service department. How are you doing today? I'm OK, thank you. I just noticed I don't know how I got it past me, but that my policy is due, and um I was wondering it's 9360 for quarterly, is there any way that I could pay 50 of that today?
[CUSTOMER][NEUTRAL] And then in a couple of weeks call y'all back and pay the other.
[CUSTOMER][NEUTRAL] Right now you are um you do owe for January and February at least.
[CUSTOMER][NEUTRAL] Uh, for those two months it would be 60 to 40. You can make that payment right now over the phone and then if you want you can call back in a couple weeks and do the mortgage payment, um, but if you want we can just set you up on bank draft and we just drafts once a month in the amount of 3120. Yes, yes, OK, but for right now it's long story, but OK, let me do this.