AccountId: 011433970860
ContactId: ce4b2ba0-7560-4dd8-aa04-27bf622498fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 562869 ms
Total Talk Time (AGENT): 254828 ms
Total Talk Time (CUSTOMER): 160215 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ce4b2ba0-7560-4dd8-aa04-27bf622498fa_20250312T15:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Um, good morning. Thank you for calling APL. This is [PII] Good Billing. How may I help you?
[CUSTOMER][NEUTRAL] But, good morning. How are you doing? This is [PII] from claims. How are you today?
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you?
[CUSTOMER][POSITIVE] Very good, thank you. Meet, I have an insured on the phone who would like to uh make a payment on his policy. Let me give you the policy so you can
[AGENT][NEUTRAL] OK, just a moment. Let me get there cause I am right in the middle of.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Got to get it up.
[CUSTOMER][POSITIVE] No problem. Take your time.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] If I could type.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I said if I could type it right.
[AGENT][NEUTRAL] My name being so long.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Come on, come on, come on. Really?
[AGENT][NEGATIVE] why is it not letting me log in?
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] I do apologize, [PII], but I thank you for your patience.
[CUSTOMER][POSITIVE] No problem. That's all right. Sometimes we have uh.
[CUSTOMER][NEUTRAL] Fast fingers I wouldn't keep the information correct, uh, believe me.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And then sometimes they just don't want to cooperate, so.
[AGENT][NEUTRAL] And what is that policy number, [PII]?
[CUSTOMER][NEUTRAL] Sure, policy is 2214381.
[AGENT][NEUTRAL] Um.
[AGENT][NEGATIVE] I can't take any monies on it yet. You'll have to go to customer service and they'll have to unlapse it before I can take any premium.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, when it's a lapse policy, customer service has to go for it first.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh,
[AGENT][NEUTRAL] Cause we can unlapse it over in billing, and I do apologize.
[CUSTOMER][NEUTRAL] Unders
[CUSTOMER][NEUTRAL] Understand. Would you, would you mind to wait just a second? Let me contact uh customer service so they can lapse the policy and then you can take the information. Is that OK?
[AGENT][NEUTRAL] Um, I don't know how long it's gonna take them, but yeah, I mean.
[CUSTOMER][NEUTRAL] So just give me one minute. If one minute is not enough.
[AGENT][NEUTRAL] It then
[AGENT][NEUTRAL] Because we've got, I mean, we've got people on the phone, but that's fine.
[CUSTOMER][POSITIVE] Give me 1 2nd, thank you man I appreciate you.
[CUSTOMER][NEUTRAL] Alright, Male, it seems like the policy has been reactivated. Let me ask you one more thing, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Insurer asked me if he can um
[CUSTOMER][NEUTRAL] He would like to add his wife to the policy. Is that
[AGENT][NEUTRAL] And that's also a customer service.
[CUSTOMER][NEUTRAL] OK, perfect. Would you be able to transfer him to customer service so he can handle that information with them?
[AGENT][NEUTRAL] OK, now, is he wanting to pay his policy now, say, uh, or, or after he ordered, I mean, say there's a lot involved, that's.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] On that particular issue.
[CUSTOMER][POSITIVE] Got you, got you.
[AGENT][NEUTRAL] Oh, it's what I'm saying and that's the reason why I said it has to go to, let's see, let me see what I've got on here.
[CUSTOMER][NEUTRAL] Customer service.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I mean, I don't know, I mean I'm not trying not to take the phone call, but is he um what I need to know first is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He's due for, when does he want his wife effective?
[CUSTOMER][NEUTRAL] I, um,
[AGENT][NEUTRAL] If it's at if it's [PII], then he'll really need to go to customer service so they can um take care of that part or if it's after he pays his quarterly premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See that that that I need to know first before we get it get him transferred here yonder and everywhere. So if you can find that out we can find that out um you can send him on to me and I can ask him these questions and if that's the case that he needs to go because that he wants to do it effective [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Absolutely, yeah, no, I understand.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Then we will send him over to customer service and let them do all of that and get that set up for him.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Absolutely. Absolutely.
[AGENT][NEUTRAL] That makes sense. So, um, I need to know first.
[AGENT][NEUTRAL] when he wants his wife effective.
[CUSTOMER][POSITIVE] Correct. Understandable.
[AGENT][NEGATIVE] And they need information and all that stuff for that to be added because I can't add policy, I can't add anybody to the policy.
[CUSTOMER][NEUTRAL] No, no, absolutely understandable. Um, let me go back to him, let him know that he's gonna be transferred to the customer service first if he wants to, like, like you said, you know, if he wants to, um, his wife to be active again on January or after, after he pays his, his quarterly premium, yeah, correct, and.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] After he pays his quarterly premium.
[AGENT][NEUTRAL] Which would be for um January, February, March.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Uh, I don't, uh, April.
[CUSTOMER][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] Or after April, so.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] We need to know that first and if not, if he does, if it's after we make the payment, then I, I'll go ahead I mean you can send him to me that's um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or send it to us if you want to ask him that, we can do that. And that is, uh, [PII], right?
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] OK, and a good callback number for him just in case I have him again.
[CUSTOMER][NEUTRAL] No problem. The call sure. The pro the callback it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, dear. Do you want me to hold on? or are you gonna ask him or, or, or what?
[CUSTOMER][NEUTRAL] I think I'm gonna ask him and then I'm gonna go from there whatever whatever he decides to do first, you know.
[AGENT][NEUTRAL] Are you sure? I mean.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Absolutely, absolutely.
[AGENT][NEUTRAL] Like I said, I could ask him that. I mean, it doesn't matter to me either way, but.
[CUSTOMER][NEUTRAL] No, that's OK because he's already because you know, because, um, when he, when he wants, yeah, also w[PII] he called the first time he was um I was trying to get this information from customer service and the call got disconnected so I just trying to make as smooth as possible for him you know.
[AGENT][NEUTRAL] That's up to you.
[AGENT][NEUTRAL] He's swayed.
[AGENT][NEUTRAL] Gotcha. OK. I understand and that's the reason why I was asking the questions, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, just so we wouldn't be transferring you back and forth, back and forth, back and forth like you said.
[CUSTOMER][POSITIVE] Yeah, no, absolutely.
[CUSTOMER][NEGATIVE] Yeah, exactly, that's, that's what I, I wanna avoid that absolutely.
[AGENT][NEUTRAL] All right, dear. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, right now, man. I appreciate you. Have a great day.
[AGENT][POSITIVE] All right. You too, [PII]. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.