AccountId: 011433970860
ContactId: bb753ffd-c631-4565-80be-ed7286ef1cf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410839 ms
Total Talk Time (AGENT): 128192 ms
Total Talk Time (CUSTOMER): 183021 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/bb753ffd-c631-4565-80be-ed7286ef1cf3_20250506T17:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I'm an individual who, who was part of a group plan, but now I pay separate. I didn't know if I could pay my, um.
[CUSTOMER][POSITIVE] Premium on the phone.
[AGENT][NEUTRAL] OK, Ms. [PII], I can um check to see if you could pay your premium over the phone. Can I please get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Uh, OK, uh, let's do, um, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] It is 00731060.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm not sure which phone number you have do you have [PII], or do you have [PII] or do you have that [PII]?
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] OK, all right, well, that's the best one. OK. Um, and then what else did you ask me for? Oh, email [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, alright, Miss [PII], I am going to um now that we've verified your policy, I'm gonna go ahead and transfer you on over to group billing so they can accept your payment over the phone for you.
[CUSTOMER][NEUTRAL] OK, so I like in the future when I call, do I choose the group billing option?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No ma'am, you just uh use the um well you can choose group billing if you'd want to, but you may end up coming back to us like uh like you did today you came back to care team so that we could verify your policy and make sure it's ready for payment.
[CUSTOMER][NEUTRAL] Or I
[CUSTOMER][NEUTRAL] OK, so yeah, I chose that option for for what first because I, I didn't think I was, I was a group anymore. OK, all right, um, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go on over to the group billing department?
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL it's gonna be a brief hold.
[CUSTOMER][NEUTRAL] 000, I do have one question. Does this, um, does the policy change at all? I mean, I just turned [PII], um, does it go away with age or, or does it go for as long as I pay it?
[AGENT][NEUTRAL] It goes as long as you pay it.
[CUSTOMER][POSITIVE] OK, all right. OK, thanks.
[AGENT][POSITIVE] OK, you're very welcome. It's gonna be a brief hold and I'm gonna transfer you on over now so they can accept your payment. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got an insured on that wants to make a payment.
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][POSITIVE] OK, hold on just a bless you.
[AGENT][NEUTRAL] Excuse me, and
[AGENT][POSITIVE] Thank you.
[AGENT][NEGATIVE] But he saying your allergies this time of year just kill me.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yes, I think it's got everybody.
[CUSTOMER][NEUTRAL] OK, hold on just a moment let me get there.
[CUSTOMER][NEGATIVE] My fingers don't want to work.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And you said you've got um
[CUSTOMER][NEUTRAL] The insured on the phone that's wanting to make a payment.
[AGENT][NEUTRAL] Yes, ma'am. Her policy number is 73,100.
[CUSTOMER][NEUTRAL] 731.
[AGENT][NEUTRAL] 060.
[CUSTOMER][NEUTRAL] 060. OK, you cut out just a minute and it popped up.
[AGENT][NEUTRAL] Oh, sorry.
[CUSTOMER][POSITIVE] 00, it's not your fault. It's all good.
[CUSTOMER][POSITIVE] Oh good. We got it, we got it taken care of, I mean.
[CUSTOMER][POSITIVE] Alright, [PII], alright, and she's wanting to make a payment and you got a good call back number for Miss Miss [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, her callback number Bay is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and you verified everything?
[AGENT][NEUTRAL] I did.
[CUSTOMER][POSITIVE] Alrighty, you can send Miss [PII] on and I'll be able to help her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][POSITIVE] OK, thanks for that. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] You're welcome