AccountId: 011433970860
ContactId: f099c7d6-7a47-4e8f-a242-1108f31f9cd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395850 ms
Total Talk Time (AGENT): 134906 ms
Total Talk Time (CUSTOMER): 95870 ms
Interruptions: 3
Overall Sentiment: AGENT=2.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f099c7d6-7a47-4e8f-a242-1108f31f9cd0_20250604T15:30_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, good. Hey, so I'm good. How are you?
[CUSTOMER][NEUTRAL] Hey, I'm good, I'm good. Um, I have a member on the line that needs to make a payment.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It's 931-209.
[AGENT][NEUTRAL] All right, so, and this is gonna be for, is it [PII], is that [PII]?
[CUSTOMER][NEUTRAL] [PII]. Mhm, yes.
[AGENT][NEUTRAL] OK, I'm saying that right, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], she just said [PII], so I've just been calling her [PII]. Yeah.
[AGENT][NEUTRAL] I, OK, I'll just go with that.
[AGENT][POSITIVE] All right, sweetheart, send her to me. I'll be happy to help her.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and she said she's wanna do a yearly, uh, payment, so uh I think [PII] was gonna fix that in the system, but yeah, she wants to pay a whole year. OK? Here she comes. OK, have a good day.
[AGENT][NEUTRAL] A yearly payment, OK.
[AGENT][NEUTRAL] I think that.
[AGENT][POSITIVE] I think I got it done. Alright, [PII]. You too.
[CUSTOMER][POSITIVE] OK, you're welcome. Thank you for holding and being patient for me, Mr. [PII]. My name is [PII]. She's gonna assist you with the payment. OK, alright, thank you. You're welcome.
[AGENT][POSITIVE] Absolutely
[AGENT][POSITIVE] Hey, good morning, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing well, thank you so much for asking. I understand you wanna make your payment. Um, it's for the yearly payments for 127.80. You wanna make that full payment today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm sorry, it's hard to hear you. What did you say?
[AGENT][NEUTRAL] Oh, I'm sorry. The, the full payment, the, the yearly payment is for 127.80. Are you wanting to pay that full amount today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, but I asked, can I pay it through the end of the year?
[CUSTOMER][NEUTRAL] Is that possible?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Should pay it through the end of the year. Let me look and see. Hold on, give me one moment, OK, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because I, I keep forgetting to pay it. I ain't gonna lie to you.
[AGENT][POSITIVE] It's OK. You're good. Hold on, let me, let me just count that real quick. I'm the same way. Don't worry about it.
[AGENT][NEUTRAL] OK, yeah, that, that's gonna pay it up. Yes, ma'am. That'll pay it up at the end of the year, the 12,780. So you want to pay that amount?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah, and it'll pay through um [PII].
[AGENT][NEUTRAL] But sure, yes ma'am, let me, um, process it, um, because, because you used to pay what looks like you were paying.
[AGENT][NEUTRAL] They changed it to the yearly premium because it used to not be set up on that. So the yearly premium is gonna be the 12,780. Does that make sense? I'm sorry, it's kind of confusing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it's not.
[CUSTOMER][NEUTRAL] Well, because I got a letter and it says the premium period is from 41 to 6:30 and it's 12,780.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, the 1278.
[AGENT][NEUTRAL] No, you're right. That's, that's not gonna pay it through the year. I apologize. So the new premium for the year looks like 5-1120.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And that'll that'll pay it through to next to next June.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and I need, can I pay, can I pay through December or do I need to pay it through June?
[AGENT][NEUTRAL] Um, let me check with somebody. Hold on just a moment for me, OK? Do you mind if I place you on a brief hold? Actually, I give me a callback number. Give me a callback number just in case I get disconnected with you, [PII], what's your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you [PII] hold on one moment for me OK?
[CUSTOMER][NEUTRAL] All right, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I'm, I'm sorry to keep you waiting. Thank you for your patience. I'm trying to get an answer. Do you want me to give you a call back once I find out?
[AGENT][NEUTRAL] We don't have to. OK, so, so you won't know if you can just pay it through December, is that correct?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] Yeah, just like pay this this quarter that's due in the next two quarters.
[AGENT][NEUTRAL] OK, let me find out for you, OK?
[AGENT][POSITIVE] And I will give you a call back. Thank you so much for your patience, [PII]. I'll speak with you soon, OK? All right, thank you. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] All right thank you so much. All right, bye.