AccountId: 011433970860
ContactId: c62f6f6f-948c-42c5-a17c-1cb028f0a639
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429450 ms
Total Talk Time (AGENT): 124036 ms
Total Talk Time (CUSTOMER): 135005 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/c62f6f6f-948c-42c5-a17c-1cb028f0a639_20250310T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is Mr. [PII]. I'm calling. I got her.
[CUSTOMER][NEUTRAL] A mail in the mail I got a request from y'all that I.
[CUSTOMER][NEUTRAL] Oh y'all for a month of uh.
[CUSTOMER][NEUTRAL] Last month, I think, or whatever. I was under the impression I was, y'all were taking it out, you know, automatically.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And you apparently y'all are. I wonder if y'all could do that, start taking it because I'm so forgetful.
[AGENT][NEUTRAL] Let's take a look, [PII]. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number 00602155.
[AGENT][NEUTRAL] OK, let me pull that up here. Give me just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right. And then [PII] for security, I'll need to get your date of birth, please, and address.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][POSITIVE] Alright, thank you so much. So let me see what payment method you're on here, one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't let's see.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So let me reach over to somebody in billing and they should be able to help go ahead.
[CUSTOMER][NEUTRAL] OK, now
[CUSTOMER][NEUTRAL] I got, I got on the bottom of this paper they got another policy number.
[CUSTOMER][NEUTRAL] And that number is 00601255. Why, why do we have two policy numbers?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] The one I gave you first.
[AGENT][NEUTRAL] Read that
[AGENT][NEUTRAL] Yeah, that one
[CUSTOMER][NEUTRAL] The the one I just gave you.
[AGENT][NEUTRAL] That one came up, [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 0060
[CUSTOMER][NEUTRAL] 2155.
[AGENT][NEUTRAL] Yeah, that one came up. So that's the active policy from back in [PII], the dental one. That's the correct number, the 602-155 that you gave me.
[CUSTOMER][NEUTRAL] And what, how come at the top of the letter they have a different one. They got policy reference number, that the same?
[AGENT][NEUTRAL] Policy reference number.
[AGENT][NEUTRAL] Well I see
[CUSTOMER][NEUTRAL] Yeah, that's the same number. Yeah, they're, they're both the same numbers.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My bad. I thought they were different numbers. They, they're the same number.
[AGENT][NEUTRAL] Oh, OK. All right.
[AGENT][NEUTRAL] Um, OK, let me get somebody on the line so they can help you with the payment, [PII], and then if you wanna set up, um, any sort of automatic payment, OK?
[CUSTOMER][POSITIVE] That's what I'd like to do, yes, ma'am.
[AGENT][NEUTRAL] OK. One moment please while I place you on a brief hold.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] over on customer care. How are you doing today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Good, thank you for asking. Um, I have an insured on the line. His policy has lapsed and he got a letter from us about making a payment. So he needs to talk to somebody about doing that, and then he also wanted to speak to somebody about doing like automatic payment if he can.
[CUSTOMER][NEUTRAL] OK, OK, I can help him with that. Um, what is that policy number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] His policy number is 602155.
[AGENT][NEUTRAL] Should come up from [PII] and [PII].
[CUSTOMER][NEUTRAL] OK. Got you.
[CUSTOMER][POSITIVE] OK. Yes. OK I can.
[AGENT][NEUTRAL] He says, he says he forgets to pay it, so he just wants it to come out.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I get that for sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Um, oh, this is yearly. OK, I'm with you. I would forget it too. OK then.
[AGENT][NEUTRAL] I know, right.
[CUSTOMER][POSITIVE] Right, I am ready whenever you are.
[AGENT][POSITIVE] OK, here he comes. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in customer service. How are you today?
[CUSTOMER][POSITIVE] I'm pretty good, and yourself?
[CUSTOMER][NEUTRAL] I'm good, thank you. um, now I understand that you need to make a payment for your dental policy.