AccountId: 011433970860
ContactId: cb36bf18-5e20-4afe-a032-7284f9feb320
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264450 ms
Total Talk Time (AGENT): 118509 ms
Total Talk Time (CUSTOMER): 128876 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/cb36bf18-5e20-4afe-a032-7284f9feb320_20250403T16:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm doing well how about yourself?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a member, uh, calling. Um, he has a life policy and he's looking for the interest paid.
[CUSTOMER][NEUTRAL] I don't know if you can assist him with that, but I'm Windows guru and I only got customer service. I got [PII], but I'm not sure if she's the only one that handles this, or.
[AGENT][NEUTRAL] She is, but she's going to lunch, so I have to take the message and you'll have to, she'll have to call him back.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, OK. All right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hang on, let me, sorry, I was in the middle of doing something hang on. OK, what's the number?
[CUSTOMER][NEUTRAL] So the policy, uh, yeah, one second.
[CUSTOMER][NEUTRAL] Uh, it's fine. All right. It's 626-824.
[CUSTOMER][NEUTRAL] I've been like that all day, like I'm in the middle of something and then I get another car and then I'm in the middle of the other one and the other one and the other one and then I finish all of them and I'm like, oh.
[AGENT][NEGATIVE] I know, it's like God, you can't even get a note in one before you got to get another one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, he just wants to know how much interest he has.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] For this year?
[CUSTOMER][NEUTRAL] Yeah, he uh he, yeah, for this past year. Mhm.
[AGENT][POSITIVE] Oh, I think I can answer that hopefully.
[AGENT][NEUTRAL] Um, go ahead and send them to me.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK I can definitely verify him, OK?
[AGENT][NEUTRAL] What's it called that?
[AGENT][NEUTRAL] OK, what's his callback?
[CUSTOMER][NEUTRAL] It's the um [PII].
[AGENT][POSITIVE] OK, got it, thank you.
[CUSTOMER][POSITIVE] You're welcome. Here he comes. Have a good day.
[AGENT][NEUTRAL] You too. Bye.
[CUSTOMER][POSITIVE] Thank, thank you. Thank you for holding and being patient for Mr. [PII]. I got Ms. [PII] on the line. She's in the customer service department and she's gonna assist you with that information, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Good morning, Mr. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Good, how are you doing?
[AGENT][NEUTRAL] I'm doing well, thanks for asking. The representative that transferred you stated you were inquiring about your interest on your life policy. You wanted to know how much was owed for this year.
[CUSTOMER][NEUTRAL] Yeah, the, the, yeah, on a, on a loan, yes, ma'am, I pay it every year, the interest every year, and I was gonna mail it off today and I was just calling to get the right amount on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, I understand. So it looks like your interest was calculated, um, it gets calculated in November of every year. So it hasn't been calculated for this calendar year yet, but you do have the interest from.
[AGENT][NEUTRAL] Last year available if that's what you're wanting to pay. Is that what you're wanting to do?
[CUSTOMER][NEUTRAL] Yeah, the one that's paid that's, uh, that was paid, you know, for November this past year.
[AGENT][NEUTRAL] Right, OK. So,
[CUSTOMER][NEUTRAL] I mean, you know, the one that that was due.
[AGENT][NEUTRAL] Yes, sir. So it looks like the total amount due for your interest is 9221.
[CUSTOMER][NEUTRAL] $92.21.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the other one will come out and and and and then the other one will come out in in November of [PII].
[AGENT][NEUTRAL] And I'm gonna
[AGENT][NEUTRAL] In November.
[AGENT][NEUTRAL] Yes sir, so we got a couple more months, well more than a couple of months. We got a few more months on that, but we will, um, once we get it worked up in the, in November, we will send you a letter letting you know what it is and again you, you'll still have until the next year to get it paid. I'm gonna notate that you contacted us and that you'll be submitting in that loan payment. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're right
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that'll be it. I just want to get that correct amount, you know, because I was gonna mail it in, mail it today.
[AGENT][NEUTRAL] Yes, sir. I understand.
[CUSTOMER][NEUTRAL] And I was just checking the you know the correct amount and I'll be sending that in today, ma'am.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, I'll make my.
[CUSTOMER][NEUTRAL] I mean I'll be mailing it all today.
[AGENT][NEUTRAL] All right. Not a problem, Mr. [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And that take care of everything. I appreciate it.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] You as well thank you ma'am.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.