AccountId: 011433970860
ContactId: b6e00c6f-3113-46dc-9005-d6d7b00450f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 495519 ms
Total Talk Time (AGENT): 121715 ms
Total Talk Time (CUSTOMER): 202361 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b6e00c6f-3113-46dc-9005-d6d7b00450f4_20250602T14:52_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] You
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh, I need to find out about, uh, my son's, uh, life insurance.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] He's, I've been, I've taken over his paying his bills and stuff, and I had to call to, uh, I told him the last time I made a payment which I think was in uh March I think or January I don't forgot, uh, and they sent me a thing to change it to I was paying every 3 months.
[CUSTOMER][NEGATIVE] And I told him I would be, it would be easier for me to pay it every month to keep up with it so and then I forgot about it and I don't know I'm hoping that I can still pay it because uh I don't, I didn't get a a bill for it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For since January, so I don't know if it's still good. I hope it is.
[AGENT][NEUTRAL] Mm, OK. Um, let me have your name.
[CUSTOMER][POSITIVE] And he, he won.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] He want his name?
[AGENT][NEUTRAL] How do you spell the last name?
[AGENT][NEUTRAL] Um, not yet.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, what's the spelling of your last name? [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] But it, you know, we, we, we know that.
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. May I have the policy number?
[CUSTOMER][NEUTRAL] Uh, let's see, 00772751.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] To get here today.
[CUSTOMER][NEUTRAL] to be like today
[CUSTOMER][NEUTRAL] 543.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] 5.
[AGENT][NEUTRAL] And what is his name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][POSITIVE] But we're gonna talk to you we're gonna help you.
[CUSTOMER][NEUTRAL] So that that.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] and you
[AGENT][NEUTRAL] OK, you're saying that, OK, so I don't know, let me check and see if I have an authorization on on file.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I had been been sending, I had been sending, you know, paying his bills so it would go through with my check, so.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] You can always send a payment. You can always make a payment, but um, that, that really doesn't mean that we can uh give you information about the policy, OK? So, um, let's see. Uh, yeah, I see that you've been making payments, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you would like to make a payment, I can go ahead and transfer you over to the group billing department to take that payment, but I cannot release any information about the policy. I can only go ahead and send you to make payments because that's all you can do. I have.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, yeah, I wanna make sure I, I hadn't gotten behind.
[AGENT][NEUTRAL] Got you. OK, so let me go ahead and get the group billing department on the line so they can assist you with that payment over the phone, OK?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And can you verify the mailing address on file for me?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hey, um, I have a member on the line that she would like to make a payment. She's not the main holder, but she's been calling before to make the payments on this policy. Um, now, she is the beneficiary, but it looks like she has been making payments for the past month. So if you can help her just with the payment, I did not release any information. She just needs to make that payment.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It's 772-751.
[CUSTOMER][NEUTRAL] [PII] the phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK, let me get that pulled up.
[CUSTOMER][NEUTRAL] And what's her name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Limit
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What in the world
[CUSTOMER][NEUTRAL] OK, you can go ahead and send her over.
[AGENT][POSITIVE] OK, here she comes. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for Merson. I got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the billing department. I'm speaking with [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Alright, so I understand you wanted to go ahead and make the quarterly payment, um, on the policy, uh, for [PII] and that was 18,480.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK, you ready?
[CUSTOMER][NEUTRAL] Uh, give me one second, OK.
[CUSTOMER][NEUTRAL] Alright, I'm ready for that card number.
[CUSTOMER][NEUTRAL] OK, uh, can I give you my check my check?
[CUSTOMER][NEUTRAL] Oh, make it out of my, uh, check out, we can't take a check like over the phone. It has to be a credit or a debit card.
[CUSTOMER][NEUTRAL] OK, alright, let me get my card out hold on just a minute.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Uh, it's a Visa.
[CUSTOMER][NEUTRAL] It's [PII].