AccountId: 011433970860
ContactId: f27dd11e-4363-4ecf-9d1a-33dbde501df3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281459 ms
Total Talk Time (AGENT): 113221 ms
Total Talk Time (CUSTOMER): 114944 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/f27dd11e-4363-4ecf-9d1a-33dbde501df3_20250409T19:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII], it's [PII].
[AGENT][POSITIVE] Hey love, what you got for me?
[CUSTOMER][POSITIVE] Hey, love. How are you? I got this uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII] on the phone. I have taken her payments for for her policy, but she's got two others that are not active, and I've got the policy numbers.
[AGENT][NEUTRAL] OK, what is it?
[CUSTOMER][NEUTRAL] OK. One is 716657.
[AGENT][NEUTRAL] She's wanting to keep those.
[CUSTOMER][NEUTRAL] And 7
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] She had one on her own and I took the payment for it because she someone has been to customer service and they activate it but she's got other policies that she's wanting to keep.
[CUSTOMER][NEGATIVE] And I noticed that they weren't active.
[AGENT][NEUTRAL] Well, this one can't be activated like that cause it's been termed since [PII], so she'll have to reinstate.
[CUSTOMER][NEUTRAL] But somebody activated her.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Let me see. Hang on, let me see when it was turned.
[AGENT][NEGATIVE] Oh, they just did it because of insufficient funds. So you just want me to activate it?
[CUSTOMER][NEUTRAL] Yeah, and then I need to get 2 months payment on it, is that right?
[AGENT][NEUTRAL] Yeah, we'll have to get the 2 months.
[CUSTOMER][NEUTRAL] OK, fine, yeah, if you don't mind, please, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK, and there's one more please.
[AGENT][POSITIVE] All right, let me do this one hang on.
[CUSTOMER][POSITIVE] Oh, you're good.
[AGENT][NEUTRAL] They transferred you the call.
[AGENT][NEUTRAL] Customer service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, she said that she should have done because she'd already, she'd already talked to somebody that activated it. I, I guess she talked to my customers aren't they.
[AGENT][NEUTRAL] We're not supposed to send it to you guys unless they're activated.
[AGENT][NEUTRAL] Correct and PIV.
[CUSTOMER][NEUTRAL] Oh gosh, OK, yeah, this is my first one that I've had to handle like this. I was kind of confused myself.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the other one?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, tomorrow, that's right.
[AGENT][NEUTRAL] He's active. That's the number you just gave me, I think. Yeah. What's the other number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm sorry, [PII] is the number off center. I'm sorry.
[AGENT][NEUTRAL] It's OK. You had me trip for real. I'm like, did I just do this?
[CUSTOMER][NEUTRAL] Yeah, I was tripping too. I was like, wait, that's active. I know it was dark.
[AGENT][NEUTRAL] And I'm like, I know I got a note for today, but I know I didn't transfer her that call.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] up and told her that they tell her they relaxed so crap goodness, how do you say that when someone calls now how how do you tell somebody like can't.
[AGENT][NEUTRAL] Yeah, you're fine.
[AGENT][NEUTRAL] You're cutting out. It's like you're echoing. I'm sorry. What did you say?
[CUSTOMER][NEGATIVE] Yeah, how, no, it's not how do you tell? I mean, we're not supposed to say that it's flat, right? That's not gonna, you can't do that one.
[AGENT][NEGATIVE] No, but customer services is supposed to be sending the call to you guys to take a payment unless the policy is active.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] In this case, it's supposed to be on direct bill pay or bank draft, which it was on bank draft, but um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] We should really have it activated before you guys even get this call transferred. It's just I don't know why it was transferred to you.
[CUSTOMER][NEUTRAL] OK. Well I can.
[CUSTOMER][NEUTRAL] I don't know. OK, thank you for letting me know that, but I can go ahead and take the credit card payment.
[AGENT][NEUTRAL] Yes, you're fine because it looks like she just got an NSF and she just got terminated. So as long as it's within those 30 days, we're OK. Yeah, we're fine.
[CUSTOMER][NEGATIVE] Yeah, it's too much.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] All right, girl, you're good.
[CUSTOMER][POSITIVE] Thank you for your help. I appreciate you, [PII]. Thank you so much.
[AGENT][POSITIVE] No problem, love. Have a good day.
[CUSTOMER][NEUTRAL] Have a
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] You could get.
[CUSTOMER][NEUTRAL] OK.