AccountId: 011433970860
ContactId: ee10dbdd-b62e-4ecd-97f6-03c38fa9de27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315630 ms
Total Talk Time (AGENT): 83379 ms
Total Talk Time (CUSTOMER): 96501 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/ee10dbdd-b62e-4ecd-97f6-03c38fa9de27_20250411T18:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I've had two policies with you all. I've been out of town and I just had my mail delivered from the post office and my due date was February, I mean, not [PII]. Uh, do you all take payments over the telephone or am I too late or whatever?
[AGENT][NEUTRAL] Um, I would have to get you over to the billing department. Um, give me just a second. I'm gonna verify some information with you and I can get you over there, and then they should be able to help you from here. Um, do you have a policy number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh, one policy is 006482229.
[AGENT][NEUTRAL] 00
[CUSTOMER][NEUTRAL] And the other polic
[AGENT][NEUTRAL] 64.
[AGENT][NEUTRAL] 2900.
[CUSTOMER][NEUTRAL] No, 006482229.
[AGENT][NEUTRAL] OK, just a second.
[CUSTOMER][NEUTRAL] You walked in on.
[CUSTOMER][NEUTRAL] You need the other policy number?
[AGENT][NEUTRAL] Uh, no, I just need one.
[CUSTOMER][POSITIVE] I love to come back.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] But I know
[CUSTOMER][NEGATIVE] because he's denying it.
[AGENT][NEUTRAL] And you said your last name was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You have no doubt that that is I have no doubt.
[CUSTOMER][NEGATIVE] What do you think of him being mad at you because you're taking [PII] to be quite honest.
[AGENT][NEUTRAL] Uh, what's the last four of your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, for some reason I'm not seeing anything, um.
[AGENT][NEUTRAL] And you have American public life insurance, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a semi-annual policy.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, OK? Give me just a second.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] with Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm well. I have an insured on the line who needs to make a payment and was inquiring about making a payment over the phone. Um, do you guys take payment over the phone?
[CUSTOMER][NEUTRAL] Yes, what's the policy number?
[AGENT][NEUTRAL] Well, that's my problem is she gave me one, but I don't see that she's in line, so I'm hopefully you can help. 648,290 and it's 00648290.
[CUSTOMER][NEUTRAL] And what's the insured's name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Come on, um.
[CUSTOMER][NEUTRAL] OK, the policy number is 648229.
[AGENT][NEUTRAL] That might have been my fault. I'm sorry.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], are you still with me?
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][NEUTRAL] I have [PII] on the line for you she'll take it from here OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Have a great day.