AccountId: 011433970860
ContactId: df29cdfe-1fec-4994-801c-d1f0cba7dd43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344570 ms
Total Talk Time (AGENT): 100182 ms
Total Talk Time (CUSTOMER): 149281 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/df29cdfe-1fec-4994-801c-d1f0cba7dd43_20250311T21:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yeah this is uh [PII]. Uh, I just got a notice that my son I hadn't paid my son's, uh.
[CUSTOMER][NEUTRAL] Insurance uh.
[CUSTOMER][NEUTRAL] And I thought he had paid it. I thought he had called it in.
[CUSTOMER][NEUTRAL] Oh, you need the policy number?
[AGENT][NEUTRAL] Yes, go ahead with the policy number and a callback number just in case we get disconnected soon.
[CUSTOMER][NEUTRAL] OK, 00772751 and my phone number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] He.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK. And may I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] And we get good work here are just.
[AGENT][NEUTRAL] And the address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You want his birthday?
[AGENT][NEUTRAL] No, it's fine. Um.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] offer
[AGENT][NEUTRAL] OK, let me look at the notes really quick. OK, one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I think it, we pay it quarterly.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] I look forward to.
[CUSTOMER][NEUTRAL] That on the so the last week for.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Do you want to go ahead and um make a payment today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK. So let me go ahead and get the billing department on the line to take the payment. OK, one moment.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is Soul in care team. How are you?
[CUSTOMER][POSITIVE] Good. How are you?
[AGENT][POSITIVE] I'm good, thank you. I have a member on the line um that needs to make a payment.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Give me one second because um sorry I was I'm having some computer problems and I forgot to put my change my status.
[AGENT][NEUTRAL] OK, it's OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] They won't let me open line at all. First my when they down, yeah, I'm getting, I keep getting all these error messages. It won't let me open line.
[AGENT][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] Oh, you probably need to restart. Um, do you want me to call back the line and see if I get somebody else?
[CUSTOMER][NEUTRAL] Uh, let me see if it'll let me.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can send it to bill. Do you, do you wanna just transfer it to ATL billing, see if it'll just send it to a different billing person?
[AGENT][NEUTRAL] Um, yeah, I'll go ahead and just call back, um, just if you want to put yourself on computer problems, then I'll go ahead and call back and see if if I get somebody else, OK? Mhm.
[CUSTOMER][NEUTRAL] OK, or I can also transfer it if you want because it'll let me transfer it to another billing person.
[AGENT][NEUTRAL] It will. OK, go ahead if you can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Hi, I'm well how about yourself?
[AGENT][POSITIVE] I'm good, thank you. Um, I have a member on the line that would like to make a premium payment with her policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, what's that policy number?
[AGENT][NEUTRAL] It's 772751.
[CUSTOMER][NEUTRAL] And their name?
[AGENT][NEUTRAL] Miss, I got Miss [PII] on the line.
[CUSTOMER][NEUTRAL] I'm sorry, what was that, [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, [PII], OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I could learn to there we go. Oh goodness [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, let me just get signed in here quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the number on the screen, the callback number?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][POSITIVE] Awesome alright I'm ready for whenever you are.
[AGENT][POSITIVE] OK, here she comes. Thank you. Thank you for holding and being patient for Miss [PII]. I got Miss [PII] on the line. She's gonna assist you with the payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], this is [PII] in billing. How are you today?
[CUSTOMER][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Oh you wanna pay your policy.
[CUSTOMER][NEUTRAL] My policy number, uh, let's see, no, it's OK. I have 007772.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 75 yeah there's a bit of a delay in our call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, let's see, and how much were you wanting to pay today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I usually pay it quarterly but uh I.