AccountId: 011433970860
ContactId: be89f8e0-a4ba-4985-a468-a955a98a1a80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 882989 ms
Total Talk Time (AGENT): 380986 ms
Total Talk Time (CUSTOMER): 415853 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/be89f8e0-a4ba-4985-a468-a955a98a1a80_20250331T16:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm calling about the deal.
[CUSTOMER][NEUTRAL] Yeah, I think, I thought I paid it last month. I just wanted to check and see.
[CUSTOMER][NEUTRAL] If I peed it or not.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] But yes, uh.
[CUSTOMER][NEUTRAL] Policy number is 01124210.
[AGENT][POSITIVE] Thank you. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. Can you also verify your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Now you
[AGENT][NEUTRAL] Thank you. And then what about your email address? if we could just verify that as well.
[CUSTOMER][NEUTRAL] In the
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mr. [PII], I am checking on that for you. Bear with me just one second.
[CUSTOMER][NEGATIVE] He was not playing with the candle, it was.
[AGENT][NEGATIVE] Now your policy is paid through April the [PII]. We have not received another payment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Did you receive that?
[CUSTOMER][NEUTRAL] What you say.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Did you receive that bill on the [PII]?
[CUSTOMER][NEUTRAL] I got you said do it.
[CUSTOMER][NEUTRAL] For the [PII]? No.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] chords.
[AGENT][NEUTRAL] So you have, that looks like that.
[CUSTOMER][NEUTRAL] So you see.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Drier
[CUSTOMER][NEUTRAL] You see the next payment is 41.
[AGENT][NEUTRAL] Your policy is paid through [PII].
[CUSTOMER][NEUTRAL] OK, so when is the next one is due?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK. No, that's what I.
[AGENT][NEUTRAL] Yeah, we have
[CUSTOMER][NEUTRAL] That's why I was asking that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I thought we pe though.
[CUSTOMER][NEUTRAL] In March.
[AGENT][NEUTRAL] Did you send us a payment in March?
[CUSTOMER][NEUTRAL] I think we called.
[CUSTOMER][NEUTRAL] I thought they made a range but I don't, I'm, I'm just checking with, you know, maybe I might be wrong.
[AGENT][NEUTRAL] No, let's see here. Hang on just one second.
[AGENT][NEUTRAL] Bear with me just one second, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you mind holding just one moment, let me check on that for you.
[CUSTOMER][NEUTRAL] Yeah right.
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. One moment, please.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, I've got a quick question on the policy if you don't mind.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Which guy?
[AGENT][NEUTRAL] It's policy number 1,124,210.
[AGENT][NEUTRAL] Yeah, it's 1,124,210.
[AGENT][NEUTRAL] For Mr. [PII].
[AGENT][NEUTRAL] He's calling to check on his premium and I advised that um it was due, you know, [PII], and he said that he thought he made a payment in March.
[AGENT][NEUTRAL] I see notes from [PII].
[CUSTOMER][NEUTRAL] He did.
[CUSTOMER][NEUTRAL] He did make a payment but that was for January, February, March.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So he needs to make another payment for April, May and June.
[CUSTOMER][NEUTRAL] Yeah, because he pays by quarterly. He must have didn't, I think from the notes is saying he didn't get a bill, so he didn't realize it was due, so he called in March and.
[AGENT][NEUTRAL] That makes sense.
[CUSTOMER][NEUTRAL] We set it up but I
[CUSTOMER][NEUTRAL] Yeah, I mean, but that was for January, February, March, and yeah, he's due again they should always tell them that he's gonna be turning around and due again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEGATIVE] He didn't understand and he was checking on it.
[CUSTOMER][NEUTRAL] But this time
[CUSTOMER][NEUTRAL] Yeah, this time it should bring him current. He shouldn't owe anything until July, and he does have a 30 day grace period, so he doesn't have to pay it now as long as he pays by the end of April.
[AGENT][NEUTRAL] OK, and then it would be due again in July.
[CUSTOMER][NEUTRAL] Yeah, because it'll be April, May and June that pays, and it'll be due again for [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I appreciate it. I didn't want to give him any.
[AGENT][NEGATIVE] Wrong information. You know me. I got to search further, make sure.
[CUSTOMER][NEUTRAL] At least you got enough sense to do that.
[AGENT][NEGATIVE] Well, I'm not going to, well, I don't want, hey, I'm all about putting out fires. I don't like to start fires.
[AGENT][NEGATIVE] Ain't nobody got time for that.
[CUSTOMER][POSITIVE] Well, most of the time it just gets, it just gets transferred to us and we have to tell them, so I appreciate it you go the extra mile.
[AGENT][POSITIVE] Yeah, I don't mind at all, but I, I will get back with him and thank you so much.
[CUSTOMER][POSITIVE] You're welcome have a good day.
[AGENT][POSITIVE] I always appreciate your help. Thank you.
[CUSTOMER][POSITIVE] Oh, thank you. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] It could be you.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Thank you for your patience. I did check on that. Now you did call in March to make a payment, but that was for January, February and March.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] on your.
[CUSTOMER][NEUTRAL] I'm here today
[AGENT][NEUTRAL] So now, um, the payment is due for April, May and June. So once you pay for April, May and June, you would not owe anything again until July.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So you mean I skip a whole 3 months when I pay?
[AGENT][NEUTRAL] Yes, sir, it looked like that they said, you know, when you called on [PII] to make that payment, that covers your, that covered January, February and March.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] There's now
[CUSTOMER][NEUTRAL] I, I can't see how it could be.
[CUSTOMER][NEGATIVE] But I ain't no way I'm gonna let no payment go 3 months and if y'all wouldn't tell me nothing about it, I mean.
[CUSTOMER][NEUTRAL] 3 months, that's a long time.
[AGENT][NEUTRAL] Well, I can
[AGENT][NEUTRAL] Yes sir and what I can do is I can transfer you to um customer service if you've got an issue with that and need to make sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] On
[AGENT][NEUTRAL] That everything is taken care of. Would you like for me to do that?
[CUSTOMER][NEUTRAL] No, I'm gonna check with my bank and I'm gonna get the statement from my bank to see if I made a payment to y'all.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And we.
[AGENT][NEUTRAL] And that would be fine.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, do that and that.
[CUSTOMER][NEUTRAL] So you say January, I know for January?
[AGENT][NEUTRAL] No, sir, when you called in March on [PII], it looks like that you called in and made a payment on [PII]. Now that [PII] payment covered January, February and March.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Now.
[AGENT][NEUTRAL] Yeah, now your payment for April, May, and July is due, and as long as it's in by May [PII], you will be fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's what I'm saying.
[AGENT][NEUTRAL] So you'll just need to make the next payment sometime in April.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah, but I'm, I'm gonna still check with my bank because I, I'm pretty sure I did it, but if I ain't got no proof, it doesn't matter.
[CUSTOMER][NEUTRAL] Yeah, so I need to find out if.
[CUSTOMER][NEUTRAL] If they got a check.
[CUSTOMER][NEUTRAL] In January, January, right?
[AGENT][NEUTRAL] So it, it looks like from a call that you made on [PII].
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's for January.
[AGENT][NEUTRAL] You wanted to call and make the payment over the phone.
[AGENT][NEUTRAL] Now, your policy was lapsed, so they sent you uh
[AGENT][NEUTRAL] A letter
[AGENT][NEUTRAL] Did you ever receive that letter?
[CUSTOMER][NEUTRAL] I remember getting a letter. That's why I called, I think so.
[AGENT][NEUTRAL] Yeah. And then we took a payment on the phone to catch up.
[CUSTOMER][NEUTRAL] Well I'm
[CUSTOMER][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] You know, for January and February, March, we did not receive a payment, and then it looks like you called on [PII] to make that payment to get your policy caught up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But now, um,
[CUSTOMER][NEUTRAL] about
[AGENT][NEUTRAL] you know, starting [PII], you have 30 days to call in or if you want to make a payment over the phone or check with your bank.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Make sure you get that payment in by [PII] to cover April, May and June.
[CUSTOMER][NEUTRAL] Oh, I'm gonna, I'm gonna, I'm, I'm gonna make a payment.
[CUSTOMER][NEUTRAL] Oh well I'm gonna write a check and make it then that's how I used to pay y'all by check and maybe the check just didn't make it to y'all or whatever, but.
[AGENT][NEUTRAL] That's a possibility.
[CUSTOMER][NEUTRAL] S
[AGENT][NEGATIVE] You know, with the mail, sometimes it just doesn't seem to get to us.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So what I'm gonna pay this month that's gonna be for April, May and June.
[AGENT][POSITIVE] Yes, sir. That's correct.
[CUSTOMER][NEUTRAL] So me from January for March.
[AGENT][NEUTRAL] It's already paid.
[CUSTOMER][NEGATIVE] You went without pay. You went, oh, I paid it.
[AGENT][NEUTRAL] You did pay January, February, March. That's right, on [PII]. That's correct.
[CUSTOMER][NEUTRAL] He didn't when I call him Mo.
[CUSTOMER][NEUTRAL] That's what I was saying. That's the one I missed.
[AGENT][NEUTRAL] Evidently it was missed, yes, sir, and then you called in and made a payment over the phone.
[CUSTOMER][NEUTRAL] That's the one I missed.
[CUSTOMER][NEUTRAL] Yeah. OK. All right.
[CUSTOMER][NEUTRAL] So yeah, that's, I'm just saying where I got to get the statement from the checks if I pay it or not, so that would be from January.
[CUSTOMER][NEUTRAL] Uh, yeah, it's January to.
[CUSTOMER][NEUTRAL] Yeah, in.
[CUSTOMER][NEUTRAL] The state
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, I'm, I'm, I'm gonna make a check out to y'all.
[AGENT][NEUTRAL] Yes, sir, and if.
[CUSTOMER][NEUTRAL] Oh, when is due? It's due today?
[AGENT][NEUTRAL] You just need to get, make sure to get that check in before [PII].
[CUSTOMER][NEUTRAL] Very
[CUSTOMER][NEUTRAL] Oh, before [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's still gonna be covered April, May and June.
[AGENT][NEUTRAL] That's right, but there's a 30-day grace period to get that payment in.
[AGENT][NEUTRAL] So you have.
[CUSTOMER][NEUTRAL] Oh, there you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Can I make a payment today?
[CUSTOMER][NEUTRAL] Over the phone?
[AGENT][NEUTRAL] You you certainly can. Would you like to do that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, I'm gonna do that.
[AGENT][NEUTRAL] All right. Well, I will need to get you to our billing department.
[AGENT][NEUTRAL] And they can assist you with that payment. Would that be OK?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, if you don't mind holding just one moment, Mr. [PII], let me get a representative that can take that payment over the phone.
[CUSTOMER][NEUTRAL] Yeah right.
[AGENT][NEUTRAL] All right. Thank you, sir. One moment if you'll hold, please.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Full examination.
[CUSTOMER][NEGATIVE] Fferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you?
[AGENT][POSITIVE] Hey, [PII]. Happy Monday. I have got an insured that wants to make a payment on the phone.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's policy number 1,124,210.
[AGENT][NEUTRAL] He's kinda having trouble understanding, yeah, because, um, evidently his policy had lapsed and then, you know, from January, February, March, and I kept telling him, you know, that he's got until [PII] to send that check in and he was like, well, did I pay, he's just having a little, he's struggling a little bit.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] But he does want to make the payment today for April, May and June.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think
[AGENT][NEUTRAL] I'm just gonna. That's what he said he wanted to do.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][POSITIVE] All right, thank you, let me get him on the line.
[CUSTOMER][NEUTRAL] What happened in January and February, yes.
[AGENT][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] Miss
[AGENT][POSITIVE] Thank you for your patience. I have [PII] on the line that's going to assist you with processing that payment and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Thanks. Bye. Hey, Mr. [PII], like [PII] said, my name is [PII] and I, um, be glad to take that payment for you. Um, you want to pay the full $76.50?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I'm ready for that card number.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] The card number is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]