AccountId: 011433970860
ContactId: c48b452a-fa0e-4eea-999e-69753b894960
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326510 ms
Total Talk Time (AGENT): 136140 ms
Total Talk Time (CUSTOMER): 114924 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/c48b452a-fa0e-4eea-999e-69753b894960_20250203T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I'm calling about my husband and my insurance. Um, my policy number is 01266916 [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I got the policy. The due date was for [PII]. I wanted to know because I realized it's late like I remember calling before and you guys didn't have a way to like pay with a debit card, but do you have it now?
[AGENT][NEUTRAL] Yes, ma'am, we do. um, Ms. [PII], can you give me your callback number just in case um our call is disconnected, we'll be able to call you right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, it is um.
[CUSTOMER][NEUTRAL] My call back [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Let me pull your policy in real quick.
[CUSTOMER][NEUTRAL] OK, and my husband's 2.
[AGENT][NEUTRAL] OK, thank you. Um, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you ma'am and then also for security reasons I'm gonna need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, it's um [PII] and the phone number is [PII] and the uh email is [PII].
[AGENT][NEUTRAL] OK, I appreciate you verifying your policy for me, Ms. [PII]. Let me take a look at it real quick. Yes, I do see that your payment was, um,
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] supposed to been paid it the date it was actually paid to was [PII]. So what I can do is I can transfer you on over to um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A group billing so that they can take your payment over the phone for you, OK?
[CUSTOMER][NEUTRAL] OK, can they take my husband's too because we got 2 policies.
[AGENT][NEUTRAL] What is his policy number?
[CUSTOMER][NEUTRAL] His policy is similar no it ain't OK it's 01270805 [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. um, let me pull his policy in real quick and see and about his.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes I can go ahead and transfer you on over to group billing so that they can take your payment for both policies OK?
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. It's gonna be a brief hold while I transfer you on over. We appreciate you calling APL and you have a good week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] All right. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is Malagri billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got an insured on the phone that wants to make a payment.
[AGENT][NEUTRAL] Uh, let me, and she's been verified. Her policy number is 1266916. That's Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And the number she's calling from is a good callback number.
[AGENT][NEUTRAL] And she's wanting to uh make a payment on this policy and.
[AGENT][NEUTRAL] Another policy that's in her husband's name and she just wants to pay it current.
[AGENT][NEUTRAL] Um, I can give you the other policy number too if you would like.
[CUSTOMER][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] I got to get to that screen and I do apologize.
[AGENT][NEUTRAL] No, that's fine. Take your time.
[CUSTOMER][NEUTRAL] OK, and what's that other policy number, hon?
[AGENT][NEUTRAL] The other one is 127.
[AGENT][NEUTRAL] 0805.
[CUSTOMER][NEUTRAL] And that's 127 0805.
[AGENT][NEUTRAL] For [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alrighty, you can send her on so it's just those two policies and she's wanting to make a payment.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][POSITIVE] I can help her with that. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, you're welcome, Meet. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye, dear.