AccountId: 011433970860
ContactId: ce2e069f-0836-4719-a7ed-30820e08da75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393049 ms
Total Talk Time (AGENT): 149709 ms
Total Talk Time (CUSTOMER): 164723 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/ce2e069f-0836-4719-a7ed-30820e08da75_20250326T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got, um, hey, I've got Mr. uh, [PII] on the phone. His, uh, policy number with his wife is 606011.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] He is calling because he said he never received a statement that him and his wife have been out of town and his policy has lapsed and he's wanting to pay the policy to get it back.
[AGENT][NEUTRAL] OK, OK, got you.
[AGENT][NEUTRAL] OK. OK. um, and you said Mr. [PII] is on the phone?
[CUSTOMER][NEUTRAL] Right, part two.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you happen to speak with his wife?
[CUSTOMER][NEUTRAL] I did not.
[AGENT][NEUTRAL] OK, OK, got you. OK. Yes, I can speak with him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thanks, [PII]. Bye-bye.
[AGENT][NEUTRAL] All right. Bye.
[CUSTOMER][NEUTRAL] You say that I'm.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. Um, [PII] was just telling me what happened with your policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and um you do want to keep it.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK. Um, can I ask you this?
[CUSTOMER][NEUTRAL] I, I thought we usually.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] I thought we used to pay it annually.
[CUSTOMER][NEUTRAL] Like 362 3 something another.
[AGENT][NEUTRAL] Yes, sir, that's what it shows. It sure does. Yes, sir. It's 393 60.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Annually.
[CUSTOMER][NEUTRAL] 3 9360.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, uh, I'll write you a check for that and stick it in the mail.
[AGENT][POSITIVE] You sure can. Yes, sir. Or you can pay over the phone however you want to, is fine.
[CUSTOMER][NEUTRAL] OK, they with these, uh, if they're on.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] I'm so sorry. I didn't hear that last part.
[CUSTOMER][NEUTRAL] Oh, you said I can pay over the phone, so you got that with Visa.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Credit card.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, I can do that and there's no, there's not an extra charge, is it?
[AGENT][NEUTRAL] No, sir, there's not.
[CUSTOMER][NEUTRAL] OK, let me go get my credit card.
[AGENT][NEUTRAL] OK. Um, can I ask you a question real quick?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Is Miss [PII] there with you?
[CUSTOMER][POSITIVE] Right beside I am. I'm right here. And he manages our money for us and evidently I let this clip and I would always like to pay it by the year and we must have just let it go by this so so we just need to take care of it and he takes care of our money, so he, he definitely, yeah, it's not brutal.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Yes, ma'am. Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because this policy is in your name, so I just want to make sure, you know, we have to make sure that you're OK with everything going on, and I'm sure you are, but you know, we have to ask.
[CUSTOMER][POSITIVE] Oh, I understand, I understand. Well, that I, I appreciate that. So yeah, I was the one that the, the teacher and we got to do that here he is. OK, I'm back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, now I do need to transfer you to someone who will be able to take that payment from you, um, but I do have your policy ready for her for them to do that. um, do you mind if I go ahead and get someone on the line for you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes sir, and this will be paying [PII] through January or through [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yes sir, yes sir, alright well I will get someone on the line that can take that payment, but is there anything else I can do for you before I do that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, well y'all have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 32.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Furring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey this is [PII]. um, I have an insured on the line that needs to uh make a payment over the phone.
[CUSTOMER][NEUTRAL] What's the group uh what's the policy number?
[AGENT][NEUTRAL] 606011
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, and her husband is on, I mean they are on speaker phone so they are both there um but her husband was taking care of it, um, but she, um, I got permission from her, you know, to for him to speak on her behalf, whatever, so, um, but they do pay yearly and he wants to make that payment.
[CUSTOMER][POSITIVE] Alrighty send him on.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, I'll you're the 3rd person I talked to.
[CUSTOMER][NEUTRAL] She said you could take a Visa payment.
[CUSTOMER][POSITIVE] Yes sir, I sure can. Let me get this all entered.
[CUSTOMER][POSITIVE] And I can take that payment for you.
[CUSTOMER][NEUTRAL] OK, good question, is it the same if you pay monthly? Is it any cheaper if you pay annually?
[CUSTOMER][NEUTRAL] Um, if you pay monthly it'd be $32.80.
[CUSTOMER][NEUTRAL] Right, right, right, I got notice here, but if you, if I pay all of it the whole year, is it any cheaper than the 30 than the no sorry you still be paying the same amount.
[CUSTOMER][NEUTRAL] OK.