AccountId: 011433970860
ContactId: e59dd2ab-aa73-4eb3-a851-e1711f103077
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324609 ms
Total Talk Time (AGENT): 106807 ms
Total Talk Time (CUSTOMER): 154832 ms
Interruptions: 5
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/e59dd2ab-aa73-4eb3-a851-e1711f103077_20250527T15:20_UTC.wav
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[CUSTOMER][NEUTRAL] Hey, not very often.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] calling back again.
[CUSTOMER][NEUTRAL] Um, from American State Bank talking about [PII] and [PII] needing to
[CUSTOMER][NEUTRAL] Get their insurance. It was actually going to a different bank. I talked to you once already this morning.
[AGENT][NEUTRAL] Oh, OK, yeah, I get disconnected there.
[CUSTOMER][NEUTRAL] My phone keeps hanging up.
[CUSTOMER][POSITIVE] It does. My phone keeps hanging up. It's not waiting 5 minutes to hang up.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Sure, OK, OK.
[AGENT][NEUTRAL] I understand. OK.
[CUSTOMER][NEUTRAL] I talked to [PII] and then I talked to [PII].
[AGENT][POSITIVE] Oh goodness, oh my gosh, OK.
[CUSTOMER][POSITIVE] Oh good
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] I'm sorry
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] I am [PII]'s supposed to be getting some paperwork mailed to him to get his automatic draft changed, but we also need to get his payment in today so the policy doesn't lapse.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] I understand. OK, we can go ahead and take that payment. Uh-huh.
[CUSTOMER][NEUTRAL] And he was warning
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You want it to come from the same account? You want it to come out of the same account?
[CUSTOMER][NEUTRAL] Yeah, OK
[AGENT][NEUTRAL] OK, um, before we go.
[CUSTOMER][NEUTRAL] And does he owe 1 or 2 at this point?
[AGENT][NEUTRAL] Before we go any further, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Before we
[CUSTOMER][NEUTRAL] Can I get
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And then do you have that member's policy number?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Policy number 01767827.
[AGENT][NEUTRAL] OK thank you and then uh what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] Uh, [PII], what's your date of birth? Uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] All righty, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he was wanting to know the amount of coverage that him and his wife have with the policies that they're paying for.
[AGENT][NEUTRAL] Sure, yes, give me just a moment let me get that information.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] System's running just a little slow today, bear with me.
[CUSTOMER][POSITIVE] No problem. I'm up to 3 minutes and 30 seconds and it hung me up at about 6 last time.
[AGENT][NEGATIVE] Oh my gosh, I don't know what is going on today.
[CUSTOMER][NEUTRAL] Oh my God
[CUSTOMER][NEUTRAL] Oh, it's my phone. I know what it is. It's been this way since we changed banks.
[AGENT][POSITIVE] Oh my gosh. All right. Well, try to get it done as quick as possible. OK.
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If not, just call me back.
[AGENT][NEUTRAL] And this was for
[AGENT][NEUTRAL] Uh yes, so I will definitely call you back, but hopefully it doesn't, we don't have to do all that. OK, so this is the cancer policy, alrighty, um, [PII], give me just a moment. I'm gonna put you on a brief hold and reach out to our billing department so we could go ahead and take this payment before we go any further.
[CUSTOMER][NEUTRAL] Uh yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] and reach out to our billing department.
[CUSTOMER][NEUTRAL] Payment before we go any further. OK.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEUTRAL] Alright thank you one moment, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][NEUTRAL] I'm fine how are you?
[AGENT][NEUTRAL] You all right, thank you. Um, I've got a member on the line who's wanting to make a payment on their policy.
[CUSTOMER][NEUTRAL] Um, let me make sure that system is working because some of our other ones are not.
[AGENT][NEGATIVE] I know everything is so out of whack today.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] 01767827.
[CUSTOMER][NEUTRAL] OK, hang on, I say, say that again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 1
[AGENT][NEUTRAL] 76.
[AGENT][NEUTRAL] 78
[AGENT][NEUTRAL] 27.
[AGENT][NEUTRAL] And we've got a part two on the line.
[CUSTOMER][NEUTRAL] Come on computer.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Alright, this will need to go to customer service first because the policy lapsed.
[AGENT][NEUTRAL] OK, um, well it does look like they disconnected anyway, so.
[CUSTOMER][NEUTRAL] Yeah, if they call back, uh, customer service will need to get involved first to make sure that we can even reactivate the policy, um, and then if they can reactivate it then billing can take the payment.
[AGENT][NEUTRAL] Got it. OK.
[AGENT][POSITIVE] Alrighty, got it. I appreciate your help. Thank you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Alright, bye-bye.