AccountId: 011433970860
ContactId: f3396917-473e-43d7-9a0b-b183e0445123
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362279 ms
Total Talk Time (AGENT): 102417 ms
Total Talk Time (CUSTOMER): 103626 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/f3396917-473e-43d7-9a0b-b183e0445123_20250408T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I was just on the line with the breakfast too.
[CUSTOMER][NEGATIVE] And um the line was disconnected um checking on a auto automatic draft that has not come out of my account.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have a policy number, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, I don't have it.
[AGENT][NEUTRAL] OK, um let me look it up.
[AGENT][NEUTRAL] OK, you said [PII] was your last name?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, what about your social? Do you have that?
[CUSTOMER][NEUTRAL] Uh-huh, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have a good callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Um, do you have a good callback number just in case I lose you?
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So I, I had a return payment and the uh last representative I talked to told me that I would have a double payment to come out.
[CUSTOMER][NEUTRAL] Uh, but that, uh, it, I haven't seen it come through yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, was this for a life policy?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Yes, one for me and then I have 3, children.
[CUSTOMER][NEUTRAL] Uh, but they're, they're adults now, but, uh, I still make the pick.
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly I just need your email address.
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] Um, can I transfer you over to our billing department? They should be able to help with payment information. I don't have access to that, so is that OK?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment, OK? Oh, it's OK.
[CUSTOMER][NEUTRAL] So what option, what, what option is that when I
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] I think there's an option for billing or payments.
[AGENT][NEUTRAL] Um, we're we just handle like claim information, so, um, let me get you over there. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK, I didn't hear that so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling ATL. Lee. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] on the care team, and I've got an insured on the line that I've verified. She, um, her policies lapsed, lapsed for her whole life, and she said she was wanting to make a payment.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] Policy number is 716433.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] I think I, uh, she had a payment returned, but she was wanting to um make the payment now.
[CUSTOMER][NEUTRAL] Yeah, I think she had 3 payments return. OK.
[AGENT][NEUTRAL] Yeah, she said she has policies for her children as well that she pays for.
[CUSTOMER][NEUTRAL] What's her name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] There's
[CUSTOMER][NEUTRAL] It's 2.
[CUSTOMER][NEUTRAL] Can you give me the policy number one more time?
[AGENT][NEUTRAL] 716-433.
[CUSTOMER][NEUTRAL] It's just coming up for a different name.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] 716-433
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I've got her social. You wanna look that up.
[CUSTOMER][NEUTRAL] In [PII], OK, I see it. This must be one of her dependents that it pulled up.
[AGENT][NEUTRAL] OK, I'm sorry, I couldn't understand what you said. Do you want me to send her through?
[CUSTOMER][NEUTRAL] Uh, yeah, yeah.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, I'm gonna get her on the line. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the billing department. I'm speaking with.
[AGENT][NEUTRAL] Are you living in the