AccountId: 011433970860
ContactId: f5dace3b-8310-4aee-b042-c4c48fcdc394
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460679 ms
Total Talk Time (AGENT): 171613 ms
Total Talk Time (CUSTOMER): 178785 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/f5dace3b-8310-4aee-b042-c4c48fcdc394_20250212T18:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I have an insured on the phone. Um, let me give you the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 440365.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] And I show that this policy is not active, but she's saying that she's wanting to pay premiums on it.
[CUSTOMER][NEUTRAL] I don't know if it's because of the return insufficient funds.
[CUSTOMER][NEUTRAL] Or not, or if she can do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me see.
[AGENT][POSITIVE] Wow.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] [PII]
[AGENT][NEGATIVE] Won't go back to the mini screen hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] bring in some bank.
[AGENT][NEUTRAL] Mhm. How old is she?
[CUSTOMER][NEUTRAL] How old is she? She?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I can either unlapse it for you and you can transfer it to billing to make a payment or you can transfer it to me and I'll talk to her and send her to billing. It's up to you.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and transfer the call.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] All right, thank you, here she comes.
[AGENT][NEUTRAL] Uh, good afternoon, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII], so you know this is her husband [PII]. I'm holding the phone. It's on speaker and um I initially called in, but she's across the room. She didn't hear everything you're saying.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, um, she was saying that you were wanting to um.
[AGENT][NEUTRAL] Reactivate your policy and pay the premium, is that correct?
[CUSTOMER][NEUTRAL] She received a letter saying that uh an automatic draft premium was not honored, and the first she knew about it probably is when this letter was opened about 30 minutes ago, and she would like to obviously post the [PII] that they say was past due. I can give you a debit card to do that while we're speaking on the phone if that's OK. And yes, reinstate the policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, um, I would need to get somebody in the billing department that can take that premium for you. um, is this a good, uh, bank account, uh, to, to draft it on, uh, after that?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Uh, the, the, the draft is on the same account as the debit card. I would be giving you the information.
[AGENT][NEUTRAL] OK, um, I would need to get somebody in the billing department that can do the credit card for you um I don't have access to that part, um, is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] No, no, as long as I don't have to repeat everything when you transfer me, are they gonna know why I called or anything about it?
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Uh, yes, sir. Uh, I will let them know everything they need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, do, do that just put me on hold if you want, and um I'll hold until they get on and I'll give them the information.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, well thank you for calling APL y'all have a wonderful evening and hold and I'll connect you with billing. Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] with billing. How may I help you?
[AGENT][NEUTRAL] Oh hi [PII], this is [PII] in customer services. I didn't recognize your voice.
[CUSTOMER][NEUTRAL] Um, stopped up, you just.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I got 900 things going on, so just like everybody else.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Well, I, I have an insured and her husband on the phone, wanting to make a credit card payment on a policy.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Just let me know whenever you're ready and I'll give you all the information.
[CUSTOMER][NEUTRAL] Hold on just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] Call me right before lunch.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That's usually how it goes.
[CUSTOMER][NEGATIVE] Yes, that is all, it's my fault.
[AGENT][NEUTRAL] Either that or I usually get one around [PII] on Friday.
[CUSTOMER][NEUTRAL] Yeah, that's usually about the case. I mean, you know, but that's what we're here for.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I can type in what I need, what is the policy number?
[AGENT][NEUTRAL] OK. The policy number is 440365.
[CUSTOMER][NEUTRAL] 440.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 44365. OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And [PII] is on the phone. [PII], he's on speaker phone, so [PII] can hear everything you're saying, and she's there too. It was transferred to me from, uh, care team.
[AGENT][NEUTRAL] But I've got the policy reactivated. He wants to make 22 months premium on his credit card and uh then it'll go back to to drafting.
[AGENT][NEUTRAL] After that.
[CUSTOMER][NEUTRAL] So, OK, so he's gonna pay the 12.
[AGENT][NEUTRAL] December and January.
[CUSTOMER][NEUTRAL] OK, December and January.
[CUSTOMER][NEUTRAL] OK. Uh, my mind is just, hm.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So what's a good callback number?
[AGENT][NEUTRAL] Uh, he was transferred to me, so I, she didn't give me that information.
[CUSTOMER][NEUTRAL] OK, so you verified everything else?
[AGENT][NEUTRAL] Um, the care team must have verified everything they're supposed to.
[CUSTOMER][NEUTRAL] No you don't
[AGENT][NEUTRAL] They transferred it to me and she.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEGATIVE] She sounds worse than you.
[AGENT][NEGATIVE] She was choking up and
[CUSTOMER][NEUTRAL] OK, so, um, who do you have on the phone?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] [PII] and [PII]'s on there too, but um it's it's on speakerphone. He's the one talking.
[CUSTOMER][NEUTRAL] OK, you can send them on and I'll take the payment.
[AGENT][NEUTRAL] And she's with him.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You're welcome, thank you.
[AGENT][NEUTRAL] Yeah. Mhm. Here he is.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Good afternoon