AccountId: 011433970860
ContactId: f447d885-dd45-4c1d-ab8a-baa134be8434
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 613190 ms
Total Talk Time (AGENT): 285328 ms
Total Talk Time (CUSTOMER): 113740 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/f447d885-dd45-4c1d-ab8a-baa134be8434_20250128T15:15_UTC.wav
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[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is Mola Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] in the claims department, um.
[CUSTOMER][NEUTRAL] Do y'all take payments for life insurance policies over the phone or is that something that's sent out to the member for payment?
[AGENT][NEUTRAL] I can help him with that. Uh, is it, it's an insured that's wanting to pay, make a payment?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Have you got um a policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 183.
[CUSTOMER][NEUTRAL] 923 5.
[AGENT][NEUTRAL] OK, let me see what we have.
[AGENT][NEUTRAL] can do
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, we can't take a payment unless the policy is unlapsed, um, and we can't, I mean.
[AGENT][NEGATIVE] They would need to talk to customer service first.
[CUSTOMER][NEUTRAL] Yeah, I was trying to, um, it seem like everybody's in the meeting.
[AGENT][NEUTRAL] But I can't do anything until, well, OK, never mind. Wait a minute.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] Hold on, I'll take that back. Let me verify everything before I get and this is on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] I do apologize, [PII]. I'm gonna get this straight.
[AGENT][NEUTRAL] OK, she is supposed to be set up on the.
[AGENT][NEUTRAL] Uh, a direct pay. So let me see.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And did she say how much she wanted to pay [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Well, you can send her on instead of making her wait.
[CUSTOMER][NEUTRAL] OK. Do you want a callback number?
[AGENT][POSITIVE] Yes, please. Thank you.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she's want to change the address, but I'll go ahead and submit that um in the hub.
[AGENT][NEUTRAL] OK, yeah, that goes to customer service.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, thank you, love.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Miss [PII], this is [PII] in group billing. I understand you're wanting to make a payment on policy 183-9235. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, Ms. [PII], um.
[CUSTOMER][NEUTRAL] I, I, I have to give you uh.
[CUSTOMER][NEUTRAL] New um banking information because, uh, Mr. [PII] account is closed out, um, and I have to.
[CUSTOMER][NEUTRAL] This paperwork that was sent to me in the mail, I have it filled out. I have to go get it notarized today and get it in the mail, but I did wanna make that payment.
[AGENT][NEUTRAL] OK, um, now we can't take a check over the phone, it does have to be a credit card.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I just wanted to let you know that, um, and I'm showing that this policy is due for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, have, do you want, are you wanting to bring this current?
[CUSTOMER][NEUTRAL] Yes, I, I need to bring it current. What would, what would that be?
[AGENT][NEUTRAL] OK, hold on just a moment and I'll get that for you and I can help you with that.
[AGENT][NEUTRAL] And I understand a good call back number for you is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Thank you, Ms. [PII].
[AGENT][POSITIVE] If you'll hold on just a moment, let me get that followed up and everything and we'll get you taken care of and I'll give you that amount.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] October, November, December.
[AGENT][NEUTRAL] January.
[AGENT][NEUTRAL] You wanna pay February as well?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's gonna be $92.50 on that.
[AGENT][NEUTRAL] To bring it
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8231.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, let me get that information in here, Ms. [PII], and we'll get you set up and taken care of.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And with that new banking information, you do have our email address, correct?
[CUSTOMER][NEUTRAL] Yeah, uh,
[CUSTOMER][NEGATIVE] Mm, no, not on this phone.
[AGENT][NEUTRAL] That cares
[AGENT][NEUTRAL] The care team at [PII].
[AGENT][NEUTRAL] Or you can mail those forms in to get that bank changed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And that's 5 months pay uh premium.
[CUSTOMER][NEUTRAL] That's been.
[AGENT][NEUTRAL] OK. All right, Ms. [PII], I am ready for that card whenever you are.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna repeat this because it's kind of noisy in here it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] The last four digits is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, sorry about that, um, and that name on the card please?
[CUSTOMER][POSITIVE] Sounds works.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright Miss [PII], thank you for that and can you give me the expiration date on this?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with that card, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so today we're making a payment of 9250 to get you paid up to [PII].
[AGENT][NEUTRAL] With the card ending in [PII] with the expiration date of [PII]. Security code is [PII] and the zip code is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alright, thank you so much. We'll get that taken care of if you'll hold on just a moment, I'll give you a confirmation number.
[AGENT][NEUTRAL] All right, Miss [PII].
[AGENT][NEUTRAL] That authorization ID is gonna be 943131.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] All right, Ms. [PII]. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that, that'll be all. I'm gonna get these papers in the mail today.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye.