AccountId: 011433970860
ContactId: fd2b6ce6-96bb-4e35-9fcd-43f74d2c2adb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417549 ms
Total Talk Time (AGENT): 163668 ms
Total Talk Time (CUSTOMER): 169949 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/fd2b6ce6-96bb-4e35-9fcd-43f74d2c2adb_20250619T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing alright, thank you. um, I've got a member on the line he's just needing to make a payment on a policy.
[AGENT][NEUTRAL] Alright, uh, so it's an individual? OK, let's see here.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Oh dear.
[AGENT][NEUTRAL] And what's that policy number?
[CUSTOMER][NEUTRAL] It's 453-540.
[CUSTOMER][NEUTRAL] And we are speaking with uh [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And did you get a callback number?
[CUSTOMER][NEUTRAL] Yes, that is uh [PII].
[AGENT][NEUTRAL] Alright, let me just get logged into this real quick.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Excuse me.
[AGENT][POSITIVE] Alright, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the group billing department. How are you today?
[CUSTOMER][POSITIVE] I'm great, how you doing [PII]?
[AGENT][POSITIVE] I'm doing well. I understand you're wanting to make a payment on your policy.
[CUSTOMER][NEUTRAL] Yeah, I have 4. I have 4 different kids.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] I told, I told it was 4, but I wanted to um
[AGENT][NEUTRAL] Let's see here. I've got the first one she gave me was 453-540.
[CUSTOMER][NEUTRAL] But she asked me for money.
[CUSTOMER][NEUTRAL] 453-35 yeah 540 for [PII].
[AGENT][NEUTRAL] Yes ma'am, [PII], yes ma'am, and would you like to pay that quarterly amount of 2850?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So can you do the bulk like the 114, whatever it is, um, just for one check? I'm gonna give you my checking account information. OK, alright, great.
[AGENT][NEUTRAL] I sure can.
[AGENT][NEUTRAL] Oh no ma'am, I have to do a card by phone if you're wanting to do a check I'll have to have that sent via mail or maybe started through your bank you could have them send a check.
[CUSTOMER][NEUTRAL] OK, that's OK. I, I can do the card. I can do the card.
[AGENT][NEUTRAL] OK, yeah, I can do a debit so and you said it was [PII]?
[CUSTOMER][NEUTRAL] Uh, well, for all, all 4 policies, all 4 of the policies. I, I don't know what the, I have to add, yeah, pull them all up and add them up. Uh, do you need to do them individually?
[AGENT][NEUTRAL] Alright, let me get up those pulled up.
[AGENT][NEUTRAL] Alright, so we have [PII]'s.
[AGENT][NEUTRAL] No ma'am, I can do I can charge just one amount and then I can apply individually.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's that 2nd uh policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's, do you, you need the 20s in front or just the last digits?
[AGENT][NEUTRAL] Just the last digits will be fine.
[CUSTOMER][NEUTRAL] Let me give it all to you, OK, 453-556.
[AGENT][NEUTRAL] 453-556.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And was that [PII]? OK, and his is [PII], oops.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Her, hers.
[AGENT][NEUTRAL] 24 0 sorry [PII], I apologize. Alright, what's the oh.
[CUSTOMER][NEGATIVE] Because she, she'll have, she'll have a fit cause she hate her name.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry to hear that. I like the name. All right, let's see. What, what's that next policy?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I love it. But, OK, uh.
[CUSTOMER][NEUTRAL] 453-551. That's [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And that.
[AGENT][NEUTRAL] 5286.
[AGENT][NEUTRAL] Plus 33, OK.
[AGENT][NEUTRAL] And then the last one?
[CUSTOMER][NEUTRAL] Um, it's 453-555 for [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And his is 2880.
[AGENT][NEUTRAL] 114 66 you were almost there.
[CUSTOMER][NEUTRAL] And that's [PII] and [PII], yeah, yeah.
[CUSTOMER][NEUTRAL] Let me get the card.
[CUSTOMER][NEUTRAL] Uh got away from it to mail it in. I just been going through a lot. Um, my mom's in the hospital, so it's kinda, I said let me just stop and do this before I go to the hospital.
[AGENT][NEUTRAL] Excuse me.
[AGENT][POSITIVE] Oh, I understand that. I got you going every which way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The date the [PII], OK.
[CUSTOMER][NEUTRAL] Uh, let me know when you're ready.
[AGENT][POSITIVE] I'm ready whenever you are, love.
[CUSTOMER][NEUTRAL] OK, it's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, let's see once I have that processed, I will have a authorization number for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Yes ma'am. Alright, let's see.
[AGENT][NEUTRAL] Well it's thinking OK there we go um my authorization number is 108.
[AGENT][NEUTRAL] 085.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] I can also send a receipt to your email if you'd like.
[CUSTOMER][POSITIVE] Yeah, that'll be good thank you.
[AGENT][NEUTRAL] Uh, what's that email address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] E L D E R S.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So it was [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's for, yeah, yeah, for [PII], uh-huh.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, I will get, oh, so just, I apologize. So, uh, I got that coming your way. If there's anything else I could do, let me know.
[CUSTOMER][POSITIVE] All right. Thank you so much. Have a great day.
[AGENT][POSITIVE] You as well. Thank you for calling ATL. Bye bye.
[CUSTOMER][NEUTRAL] Bye, bye-bye.