AccountId: 011433970860
ContactId: dc7c492d-3969-4af6-af5f-7b1b8d8b635b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365190 ms
Total Talk Time (AGENT): 105994 ms
Total Talk Time (CUSTOMER): 185501 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/dc7c492d-3969-4af6-af5f-7b1b8d8b635b_20250604T13:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] How you doing this morning, ma'am?
[AGENT][NEUTRAL] I'm fine and yourself?
[CUSTOMER][NEGATIVE] I guess I do. I'm just getting old and forgetful. I was calling up.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] About my um APL, uh, my name is [PII] [PII]. I was calling to see.
[CUSTOMER][NEGATIVE] Uh, what if I need to make a payment on it now I'm not.
[AGENT][NEUTRAL] Make a payment on your policy?
[CUSTOMER][NEUTRAL] Because I was paying.
[CUSTOMER][NEUTRAL] On my account, on my policy, yeah, because I was I'm paying like $109.80.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] And Ms. [PII], uh, what is the policy number, please?
[CUSTOMER][NEUTRAL] The number is let's see it's.
[CUSTOMER][NEUTRAL] Uh, 0, let's say 60, I got two zeros in the front of it. It's 603606.
[AGENT][POSITIVE] OK, thank you, ma'am, give me one moment.
[CUSTOMER][NEUTRAL] And I've been paying semiannual.
[AGENT][NEUTRAL] OK, and Ms. May I verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII], and my mailing address is [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] I don't, I don't have an email address because I don't.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, you can call me on the same number. Uh, it's [PII].
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh thank you ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said uh calling about.
[AGENT][NEUTRAL] Premium payment
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Because I've been paying and I don't see I'm getting I'm [PII] be [PII] this year my uh.
[CUSTOMER][NEGATIVE] And I, I could be doing so much stuff trying to help this, uh, my sick ex-husband and, you know, this old lady that needs help, but then I'd be forgetting to do my own stuff. I'm gonna have to stop that, but I don't know who gonna help them.
[AGENT][NEUTRAL] Oh, that's.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] I'm sure it's stressful.
[CUSTOMER][NEUTRAL] It is. It, it, it gets like that. I was so sleepy yesterday. One of them old ladies, she uh like [PII] old, called me and asked me. I was so sleepy. I was coming home to go to sleep.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] She said, can you please go get my medicine from CVS? I say, huh.
[AGENT][NEUTRAL] And that's when you get sleep, right when you're sleepy, that's when
[CUSTOMER][NEUTRAL] I'm crazy, you know. I turned around and went, I turned around and to go get it because I didn't sleep good.
[CUSTOMER][NEUTRAL] That night
[CUSTOMER][NEUTRAL] I wake up and go to the bathroom when you get older, I find you wake up earlier.
[CUSTOMER][NEUTRAL] Different hours like early in the morning, [PII], [PII] to go to the bathroom.
[CUSTOMER][NEGATIVE] I said, oh Lord, I and I come back and I can't go to sleep.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Rough stuff.
[AGENT][NEGATIVE] That's no good. It is rough.
[CUSTOMER][NEUTRAL] I know, I know.
[CUSTOMER][NEUTRAL] And my doctor, you know, gave me something to take.
[AGENT][NEUTRAL] And Ms. [PII], were you wanting to make a payment over the phone?
[CUSTOMER][NEUTRAL] Uh, I can put it in the mail. Um, when, when is it due?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me see if it shows.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I might have transferred it to customer service because.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So your policy showing is lapsed um.
[CUSTOMER][NEUTRAL] It is. What about they told me that?
[AGENT][NEUTRAL] It's [PII], but I'm not sure, but let me transfer you to customer service, OK, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh Jesus.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much hold one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning thank you for calling and APL this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII]. I have um Ms. [PII] on the phone and she was calling about her premium payment and want to know if she can mail it, but it's showing that policy is term since February.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, what's her her policy number, dear?
[AGENT][NEUTRAL] 603-606.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I verified all her info, yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, have a very.
[CUSTOMER][NEUTRAL] OK, um, yeah, hey, [PII], on that call, do you wanna just transfer it to me or you wanna tell her she can go ahead and mail her payment in?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, I'd rather a transfer because I don't know, uh, anything if she had to do back payment or how that would work.
[CUSTOMER][NEUTRAL] Yeah, it, she does. I can talk to her.
[AGENT][POSITIVE] Awesome thank you ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.