AccountId: 011433970860
ContactId: f665c551-63cb-442c-a65a-0330092e25bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344040 ms
Total Talk Time (AGENT): 141695 ms
Total Talk Time (CUSTOMER): 129095 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/f665c551-63cb-442c-a65a-0330092e25bd_20250527T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, I need to see about making a payment on a policy.
[AGENT][NEUTRAL] All right, uh, let's see really quick. And what policy number is it?
[CUSTOMER][NEUTRAL] 01767827
[CUSTOMER][NEUTRAL] What's happened is the bank sold out so the account number that it was coming out of is the same, but the account has been sold to another bank, so I just need to give you a different routing number to take a payment and then he's supposed to be getting some papers mailed to him to get it changed, but right now we wanna get caught up on what he's behind on because I have a letter that said they're behind.
[AGENT][NEUTRAL] All right. OK. Um, I, could you repeat that policy for me? Uh, I have 10176.
[CUSTOMER][NEUTRAL] 782 7
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] And I'm [PII] with BOM Bank, but I have Mr. [PII] here with me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he is a month behind and it may take him a month and a half to get this done so he wanted to, we're trying to get two payments made one for this month and one for next month so he can get it all done by.
[CUSTOMER][NEUTRAL] The [PII]
[AGENT][NEUTRAL] Alright. And let me just a second, we're having a few updates with our system, so it is being a little bit slow, um.
[CUSTOMER][NEUTRAL] OK, my phone keeps hanging up after about 5 minutes.
[CUSTOMER][NEUTRAL] And I'm at 4 minutes now.
[AGENT][POSITIVE] All right, apologize for that. Mhm.
[CUSTOMER][NEUTRAL] So would you call me right back so we can get his payment in today?
[AGENT][NEUTRAL] Mhm, yes, um, what is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, I'm gonna repeat it just to make sure I have it correct. Um, I believe I'm missing a a digit here. Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. All right, I got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I promise it's not me because I didn't made your call. This is you're my 5th person to call.
[AGENT][NEUTRAL] It is totally fine. OK, um, what we can do is a, um, take a payment over the phone if that works, um, because if we are changing a routing number, we would need um a letter from the insured and signed by him.
[CUSTOMER][NEUTRAL] Because if I don't.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Take a
[CUSTOMER][NEUTRAL] What time?
[CUSTOMER][NEUTRAL] Yes, they're supposed to be mailing that paper out to him to get it redone so he can mail it back to y'all and get it done, but yes, he would like to make a payment today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I will go ahead.
[CUSTOMER][NEUTRAL] Probably 2 if possible that.
[CUSTOMER][NEUTRAL] That'll give him until July.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right. I will go ahead and connect with the billing department when quick as possible, um, for them to get that payment, right?
[CUSTOMER][NEUTRAL] That's what usually hangs me up is when I'm put on hold.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Is there anybody or any any extension with the billing department that I could call directly?
[AGENT][NEUTRAL] Uh, I apologize, we can only um connect and um transferring to one another. I will try to transfer without um hanging up.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][POSITIVE] Goodness.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hi, this is [PII] with APL. Um, how can I help you?
[AGENT][NEUTRAL] Good morning [PII], this is [PII] in customer service.
[CUSTOMER][NEUTRAL] Hey, what's up?
[AGENT][NEUTRAL] All right. Um, I have an insured on the line, um, with policy 16, 17678.
[AGENT][NEUTRAL] 27.
[AGENT][NEUTRAL] Is the system working to take phone payments, sorry, payments over the phone.
[CUSTOMER][NEUTRAL] Uh, yeah, I think that we can, yeah, because we don't need uh OSC for that, so I think we can. Is it for [PII]?
[AGENT][NEUTRAL] Mhm, yes, and they are trying to um pay um April.
[AGENT][NEUTRAL] In May
[AGENT][NEUTRAL] Oh, I see it's lapsed. Let me activate it really quick for you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 2624.
[AGENT][NEUTRAL] All right, it is.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, you can, and are they already verifying everything, and the callback number is the one that's on the screen.
[AGENT][NEUTRAL] Um, callback number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, she says that the phone usually hangs up, um, within 5 minutes. I believe it will hang up shortly, but you can go ahead and call back to that one.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You are