AccountId: 011433970860
ContactId: d36557f2-7699-46a6-9eb2-317285eb10a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 499510 ms
Total Talk Time (AGENT): 264851 ms
Total Talk Time (CUSTOMER): 128081 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/d36557f2-7699-46a6-9eb2-317285eb10a6_20250130T18:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to make a credit card payment.
[AGENT][NEUTRAL] OK, are you
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] You, are you the insured wanting to make a payment on your policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can partially help you. What I will need to do is to pull up your policy information and verify some things with you for security, and then I can get you connected with someone who can process your payment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] 00753860
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so just to re-verify that that is the best number for you, is that correct?
[CUSTOMER][NEUTRAL] [PII] yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes ma'am, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] The letter A, [PII].
[AGENT][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for verifying all of your information. Now, um, I will get you connected with someone in our billing division again, as I stated before, that can process your payment for you, and I do have one question though, um, do you use the internet very much? I'm just wondering if anyone has ever told you about our portal where you can create a profile and have access to your policy information online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, no, no one has ever told me about that.
[AGENT][NEUTRAL] OK, well what I'm gonna do then is um give me just a moment and let me go ahead and send you this email, but I'm gonna send you the user guide with the instructions on how to set up your profile. You can't make your payments online though this is strictly just for like viewing your policy information online mhm and uh any claims that we may have on this policy or if you ever.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thanks so much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, file a claim with us on here you can do that through your portal, those types of things. OK, so give me just one moment.
[CUSTOMER][POSITIVE] Oh, that's great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], so I have just emailed you that uh user guide, and I have the email that you're going to be receiving is going to come from care team at [PII] and I did put APL online service center in the subject line for you so that you can easily recognize that as not being junk mail if you don't see that in your inbox, you know, within the next few minutes, you may want to check your junk or spam folder, um.
[CUSTOMER][NEUTRAL] I was
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, if we need from that email before, but it should just come to your regular inbox if you can check that now.
[CUSTOMER][NEUTRAL] OK, I'm trying.
[AGENT][POSITIVE] Just to verify you got it. OK. You did? OK, good. Well, if you need any help when you go to set it up, um, please feel free to call us back and we'll be more than happy to help you with that.
[CUSTOMER][POSITIVE] Yes, I am. Yes, I have it. I got it. Mhm. Yes.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Well, you are certainly very welcome. So is there anything else that I can help you with before I connect you over?
[CUSTOMER][POSITIVE] That's it. This has been a great call.
[AGENT][POSITIVE] OK. Well, it was my pleasure in speaking to you today and thank you again for calling. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] You too. God bless you.
[AGENT][POSITIVE] Yes, God bless you as well, Ms. [PII]. Thank you very much. So just one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2024.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is Mola Group billing. How may I help you?
[AGENT][NEUTRAL] Hey Meet, it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing fine, [PII] thank you for asking. How are you?
[AGENT][NEUTRAL] Good, I'm good, thank you. So I have an insured on the line who's wanting to um make her premium payment over the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she is fully verified. Phone number in the system would be the one to call her back on if anything happens to the call. I've emailed her the OSC user guy because she said no one has ever told her about that before.
[AGENT][NEUTRAL] Hi um.
[CUSTOMER][NEUTRAL] OK, and what is that group number and who is she?
[AGENT][NEUTRAL] The policy number is 753-860.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 753.
[AGENT][NEUTRAL] Mhm. For [PII].
[CUSTOMER][NEUTRAL] Hold on just a moment. Let me pull that up.
[AGENT][NEUTRAL] Mhm. Sure.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] So we can get on the same page and make sure I got the correct information.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's been a morning, girl.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Girl, we knew, I knew it was gonna be, you know, crazy since we were at our meeting Tuesday and, you know, we have a lot of our team in [PII]. So there's a, there's a lot of us not on the phone at the moment.
[CUSTOMER][NEUTRAL] I get you.
[AGENT][NEUTRAL] But they covered us on Tuesday, so, you know.
[CUSTOMER][POSITIVE] It's all, it all works out. It's just whew.
[AGENT][NEUTRAL] Mhm. Right. If that doesn't mean your hair doesn't get blown back, but, you know.
[CUSTOMER][POSITIVE] Amen sister. OK.
[AGENT][NEUTRAL] At least you know when you're stepping in the wind. OK.
[CUSTOMER][POSITIVE] Right. You're, you're, you're right about that, so.
[AGENT][NEUTRAL] So yeah.
[CUSTOMER][NEUTRAL] Alright, um, you can send her on.
[AGENT][POSITIVE] Super sweet. She's a sweet one.
[CUSTOMER][POSITIVE] And that's all I, even if she wasn't, would just be just a sweet that.
[AGENT][POSITIVE] Absolutely, but this one just happens to be a real sweet one on the front side.
[CUSTOMER][POSITIVE] Well, that's a wonderful news. So if you'll just send her on, I can help her with that.
[AGENT][NEUTRAL] OK,
[AGENT][POSITIVE] All right. Thank you so much. Have a good afternoon.
[CUSTOMER][POSITIVE] You as well. Thank you, [PII]. All right, bye-bye.
[AGENT][NEUTRAL] OK. All right. I on the lip.