AccountId: 011433970860
ContactId: c009ee4f-edd8-41aa-8ac5-701aa885ed57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418179 ms
Total Talk Time (AGENT): 105232 ms
Total Talk Time (CUSTOMER): 168721 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/c009ee4f-edd8-41aa-8ac5-701aa885ed57_20250217T21:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh yes, I got a bill on the APL insurance. I was wondering if I could pay that over the phone.
[AGENT][NEUTRAL] OK, um, yes, you can do a phone payment. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And uh the number [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the
[CUSTOMER][NEUTRAL] Do y'all take Discover?
[AGENT][NEUTRAL] Um, I'll have to check with that department and see exactly what cards they take. Um, let me have a, uh, policy number if you have it, Miss [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's two of them. 006-73136.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That was 2:40.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Do something easy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and I need to verify some information from you. May I have your date of birth?
[CUSTOMER][NEUTRAL] [PII]. I was trying to give you my sons.
[AGENT][NEUTRAL] OK. Uh, may I have your, um, your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] My [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And may I have the mailing address on file for verification?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] OK, you have two policies. Yeah, I see both of them. One is ending on 36, the other one is ending on 34, and let's see.
[CUSTOMER][NEUTRAL] That the issue that is.
[AGENT][NEUTRAL] OK, let me get the group billing department on the line. I can ask them to see if they take this cover OK? one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[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][POSITIVE] I'm good. How about yourself?
[AGENT][NEUTRAL] I'm good. I'm good, thank you. I have a member on the line. She wants to make uh over the phone payment, but she asked me if we take this cover. I, I don't know. Um, do we? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I believe so. Yeah, I haven't, I haven't heard anything otherwise.
[AGENT][NEUTRAL] OK. All right then, uh, yeah, mhm. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Let me just get logged in real quick.
[CUSTOMER][NEUTRAL] As far as I know there isn't anything that we don't take because I'm pretty sure we take MX as well.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] And I think that's usually the one that uh we people don't take when they don't take something. Uh oh, I need to put it. I need to put in a code. Hold on a second.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Here we go
[CUSTOMER][NEUTRAL] OK, um, what is her name?
[AGENT][NEUTRAL] Her name is Ms. [PII] and the policy number is 673136.
[CUSTOMER][NEUTRAL] Oh, so it's an individual?
[AGENT][NEUTRAL] Yeah, uh-huh.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] Alright, I got her. All right, thank you so much. You can send her on over.
[AGENT][POSITIVE] OK. Yes. All right, thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line. She's in the group billing department. She's gonna assist you from here and she does take, um, Discover, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, have a good afternoon.
[CUSTOMER][NEUTRAL] Hi Miss [PII], this is [PII] in the billing department. I understand you wanting to pay on your policy.
[CUSTOMER][NEUTRAL] Right, right, and I just want to confirm your policy number is 673136?
[CUSTOMER][NEUTRAL] OK, I got 2 on wait a minute. Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy number 00673136, yeah, that's one of them. OK, what's the other one we'll just go ahead and get that number out of the way.
[CUSTOMER][NEUTRAL] 006731344 OK. And just in case we were to get disconnected, can I get your callback number just to be on the safe side?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]. All right.
[CUSTOMER][NEUTRAL] So for that first one that ends in [PII], what were you wanting to pay today?
[CUSTOMER][NEUTRAL] The whole amount.
[CUSTOMER][NEUTRAL] The [PII]
[CUSTOMER][NEUTRAL] Yes. OK.
[CUSTOMER][POSITIVE] All right, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right. The expiration?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the last thing I need is the billing zip code.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All. All right.
[CUSTOMER][NEUTRAL] One