AccountId: 011433970860
ContactId: 057461ba-e228-4a97-be69-79c06e8ed2cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 744989 ms
Total Talk Time (AGENT): 286282 ms
Total Talk Time (CUSTOMER): 282497 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/057461ba-e228-4a97-be69-79c06e8ed2cb_20250206T22:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name's uh [PII]. I have a policy for y'all. Uh, I think at the end of January I should have gotten a bill for it for premium and I haven't received a bill yet.
[AGENT][NEUTRAL] Hm, OK, I can check on that for you, um, and may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, that is 1005893.
[AGENT][POSITIVE] OK, thank you. Oh.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh, date of birth [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And 381-33 and you say the email?
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, on the policy number, can you repeat that number because I did not pull your information.
[CUSTOMER][NEUTRAL] 1005893
[AGENT][NEUTRAL] 1005893.
[CUSTOMER][NEUTRAL] Yes ma'am, that's what it says policy number. It's got a reference down below it number.
[AGENT][NEUTRAL] OK, let me have that one.
[CUSTOMER][NEUTRAL] 152-076.
[AGENT][NEUTRAL] 152076.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you're looking at the APL card?
[CUSTOMER][NEUTRAL] Yes ma'am, it's my last, the one that I paid uh the end of October last year.
[CUSTOMER][NEUTRAL] It's a, it's a little life insurance. Now there's a department number up here too. Maybe I called the wrong number. I don't know.
[AGENT][NEUTRAL] What is that number?
[CUSTOMER][NEUTRAL] 960641
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let me, I'm gonna have to do a name search because none of those numbers are pulling anything up in my system. What is the spelling of your last name?
[CUSTOMER][NEUTRAL] Do what now?
[AGENT][NEUTRAL] Let me have the spelling of your last and first name so I can do a name search because I was not able to pull it up with none of the numbers that you provided to me.
[CUSTOMER][NEUTRAL] OK. Last name is [PII]
[CUSTOMER][NEUTRAL] Uh first name [PII]
[AGENT][NEUTRAL] And again, you're with APR American Public Life, not American Fidelity, correct?
[CUSTOMER][NEUTRAL] No, American public life, it's a, it's a little life insurance policy is what it is.
[AGENT][NEUTRAL] How long ago did you get this life insurance?
[CUSTOMER][NEUTRAL] Uh, my parents got me for me when I was little.
[CUSTOMER][NEUTRAL] They had it for years and uh they transferred it over to me probably 3 or 4 years ago and I've been paying it ever since. It's quarterly, it's $24.90 quarterly.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, let me short these numbers here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think on it. OK.
[AGENT][NEUTRAL] 261.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Make sure all the information you gave me was matching. I just went ahead and wrote it down, OK.
[AGENT][NEUTRAL] Uh, well, the address we have is a little bit different. Um, do you know what's the old address?
[CUSTOMER][NEUTRAL] Oh man, I couldn't tell you.
[CUSTOMER][NEUTRAL] It could have been in [PII]. I mean, that's where, that's where she lives at when she transferred it to me.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, what address do you have that it could be different?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] It's in [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] I don't know. I mean, I'm sitting here looking at my coupon and from last, uh, from the last time I paid them 1029, 24.
[CUSTOMER][NEUTRAL] That's all the numbers I have and send it to.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what, uh, what name was the policy under before it transfer over to you?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It could have been under [PII] and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah I think we probably have her address. I'm not sure, but yeah, it is not the same. OK, so let's see. OK, so it is quarterly. And so you're trying to see why you didn't get the bill or you're just trying to make a payment today?
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][NEUTRAL] Well I need to know when it's due and if I could get a bill or or make a payment. I mean I just.
[CUSTOMER][NEUTRAL] You know, it's just usually they come at the end of January and I haven't seen one yet, so.
[AGENT][NEUTRAL] OK, maybe on the end.
[CUSTOMER][NEUTRAL] I mean, they got my address on file.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, they have my address because I mean I'm sitting here looking at the one I paid at the end of October for quarterly and uh it's got my address down on it and everything just comes in the envelope.
[CUSTOMER][NEUTRAL] With the, with the envelope inside, I write a check and send it to [PII], so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. Yeah, it looks like it's gonna be due on the end of this month, but let me double check with customer service, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good, so how are you?
[AGENT][NEUTRAL] I'm good. Um, I have a um member on the line that he, he pays quarterly and he has not received his bill yet and he's calling to make sure he's gonna get that bill. I see that it looks like he's paying till the end of this month, so probably that's why he hasn't receive it, but I just want to make sure.
[CUSTOMER][NEUTRAL] OK, uh, what's the policy number?
[AGENT][NEUTRAL] It's an old policy. It's 152076.
[CUSTOMER][NEUTRAL] 1520 what?
[AGENT][NEUTRAL] 76.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, my earpiece kinda cut out, I think. Alright, let's see.
[AGENT][NEUTRAL] It's fine. I mean, um.
[AGENT][NEUTRAL] I'm here, but I'm, I'm ready to leave.
[CUSTOMER][NEUTRAL] Girl, you and me.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK. Uh, [PII].
[AGENT][NEUTRAL] Yes, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, he's paid up to 224 so his bill actually won't go out until let me see if I can figure it out.
[CUSTOMER][NEGATIVE] Because some days I get confused on when they send these bills out.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Cause I think it says direct.
[CUSTOMER][NEUTRAL] Direct deals, OK, yeah, they'll be sent out on the [PII].
[AGENT][NEUTRAL] On the [PII] for him to get it before the end of next month, correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I mean he's probably gonna get it after his due date, but I, I don't know why we do that, but everybody who gets direct bills, they get it after their due date.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] I've noticed that because everybody that calls in they're like, I haven't got my bill yet. Yes, we just issued them and yeah, I, I don't know why that is, but yeah, so.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes it.
[CUSTOMER][NEUTRAL] But he will be fine, you know, he has the 30 days to remit his payment, so, but yeah, that's when it's, yeah.
[AGENT][NEUTRAL] Uh, yeah. Mm yeah.
[AGENT][NEUTRAL] Got you. So that's when it's gonna go out. OK, I can let him know that's when he's gonna go out and that's why he has not received it. So it's going in the end of this month, but not last month. He thought it was gonna supposed to be out in the last month. OK. OK dokey. Well, I can let him know. Thank you so much. Have a good evening. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] No problem. Oh, you too. Bye.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so it looks like I called customer service and they were letting me know that um the bill is not gonna go out into the [PII] of this month, um, so you still have some time to get that bill.
[CUSTOMER][NEUTRAL] OK, but when is my premium due?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] The [PII], but um we always give uh 30 days to pay that after I send out because it's usually send out too close to that due date.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, yeah, because I mean, it won't even be here by the [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh no, I know that's what I was telling her. She's like, yeah, it's normal. I'm like, OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And she said, yeah, there's 30 days for you to send it back to us and we, we can go ahead and process, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, well I appreciate it, man.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] Uh, OK. Oh, and, yeah, and Mr. [PII], just for future if you wanna just circle or mark, the policy number is gonna be the 152076.
[CUSTOMER][NEUTRAL] As long as I get it, that's fine.
[AGENT][NEUTRAL] That's gonna be the policy.
[CUSTOMER][NEUTRAL] 156. OK, OK, they got that marked as reference and the policy numbers the other one, OK.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Yeah, that, that's gonna be OK. All right.
[CUSTOMER][NEUTRAL] OK, I see that now.
[CUSTOMER][NEUTRAL] I, I'm looking at, I'll take a pen and mark it now. OK.
[AGENT][POSITIVE] OK, good. All right. So is there anything else I can help you with today? You're welcome, Mr. [PII]. You have a good evening.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] I can