AccountId: 011433970860
ContactId: e8e98862-d6bd-4cb6-a973-f3f755837647
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334670 ms
Total Talk Time (AGENT): 164091 ms
Total Talk Time (CUSTOMER): 110952 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/e8e98862-d6bd-4cb6-a973-f3f755837647_20250331T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][POSITIVE] Hey [PII], I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. I have a member on the line that would like to make a payment uh for his policy, the cancer policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me get it in there. What's her policy number?
[CUSTOMER][NEUTRAL] All right. That is um 2609916.
[AGENT][NEUTRAL] OK. And what's her name?
[CUSTOMER][NEUTRAL] His name is Mr. [PII] date of birth, date of birth. Yes it's OK.
[AGENT][NEUTRAL] His name, sorry.
[AGENT][NEUTRAL] [PII], OK, I've got him pulled up. Let's see, and do you have their callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh yeah, it's the same one in the system, the [PII].
[AGENT][POSITIVE] OK. I think I've got them pulled up then um that should be everything I need.
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][POSITIVE] All right, here he comes. Have a good day, Ms. [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] Thank you. Thank you for holding and being patient for Mr. [PII]. I got Miss, Miss [PII] on the line. She's in the group billing department. She's gonna assist you with the payment, OK? Oh, great. Thank you. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] So good, [PII]. How are you today?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Good, I'm doing well, thank you. Um, so I have your policy pulled up and so did let me know you wanted to make a payment for your policy, is that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, absolutely. I can help you with that.
[CUSTOMER][NEUTRAL] And I think that when I submitted everything they said I'd get a new policy number. Will you send that out to me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, I can give you that over the phone if you'd like that policy number.
[CUSTOMER][NEUTRAL] OK, what is that new policy number?
[AGENT][NEUTRAL] It is 260.
[AGENT][NEUTRAL] 9916.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK, alright, let me just put this in real quick and we'll get that payment processed for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Alright, and just to confirm that amount is gonna be for $525.24.
[AGENT][NEUTRAL] All right, and I am ready for your card number.
[CUSTOMER][NEUTRAL] It's going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that expiration date?
[CUSTOMER][NEUTRAL] And the expiration [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that security code?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, thank you and then your zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. Alright, let me go ahead and process that payment um for [PII] and I'll give you a confirmation number just one moment.
[AGENT][NEUTRAL] OK, I have your confirmation number. Are you ready?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, it is 862.
[AGENT][NEUTRAL] 050.
[AGENT][NEUTRAL] And I can send you an email receipt if you would like.
[CUSTOMER][POSITIVE] Oh, that'd be great thank you.
[AGENT][NEUTRAL] OK, no problem. Let me pull up your email address here. Um, is that gonna be your [PII]?
[CUSTOMER][POSITIVE] Yes, that'd be great. Thank you.
[AGENT][POSITIVE] OK perfect no problem I will get that sent over to you um it should arrive in just a few minutes. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Is there any electronic um policy or certificate you can send me the PDF?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] You should be able to see that um I think you should be able to get that online um in our online service center let me see if I can pull that up um and and if you need help I can help you set up your account, um, but you should be able to get that information from there um let's see.
[CUSTOMER][NEUTRAL] Schedule benefits something.
[CUSTOMER][NEUTRAL] What's the, what is the cancer plan?
[CUSTOMER][NEUTRAL] Is it, does it have a specific type?
[AGENT][NEUTRAL] Um, let's see. It is, uh, it's pretty long. Um, it says the plan is GCP.
[CUSTOMER][NEUTRAL] Model number
[AGENT][NEUTRAL] 24
[AGENT][NEUTRAL] APL.
[AGENT][NEUTRAL] And then there's a dash.
[AGENT][NEUTRAL] P as in Paul.
[AGENT][NEUTRAL] 21
[AGENT][NEUTRAL] 8610.
[CUSTOMER][NEUTRAL] All right. Well, if you, if that's at AM public.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can maybe uh search for it, log in. OK, well I have to jump off. I have another meeting.
[AGENT][NEUTRAL] Mhm. It is.
[AGENT][NEUTRAL] It is yes sir and if you log in.
[AGENT][POSITIVE] OK, no problem, but um if you have any questions or you're not able to see that online, give us a call and we'll help you um figure that out, OK?
[CUSTOMER][POSITIVE] OK, super. I appreciate you.
[AGENT][POSITIVE] OK, no problem, [PII], thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks [PII].
[CUSTOMER][POSITIVE] You do the same. Thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.