AccountId: 011433970860
ContactId: 06ea2e15-db5c-4c0c-8d13-56b2ce8e3558
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 579080 ms
Total Talk Time (AGENT): 151791 ms
Total Talk Time (CUSTOMER): 164821 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/06ea2e15-db5c-4c0c-8d13-56b2ce8e3558_20250507T18:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling PL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, I'm calling about um my, well, I entered the program and my husband sent a check to you all on uh [PII], but they're now contacting us and saying that they don't have a record of my employment.
[AGENT][NEUTRAL] Um, so you received a letter from us saying that there's no record of your employment.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you have, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Do you have a policy number Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, let me look on here, um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Policy number, yes, it's 00602776.
[AGENT][NEUTRAL] OK, thank you. One moment, let me see.
[AGENT][NEUTRAL] OK, and for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] OK, my, uh, birth date is [PII].
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII] and what was the other one you needed?
[AGENT][NEUTRAL] Um, the email address if you have one.
[CUSTOMER][NEUTRAL] 00, my email address, OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK. Are you still, uh, you, you self pay, correct?
[CUSTOMER][NEUTRAL] What was that again? Correct.
[AGENT][NEUTRAL] Are you OK, you, OK, um, when was the last time you submitted the payment?
[CUSTOMER][NEUTRAL] The payment was made to you all on [PII] of this year and the amount for $98 9850 dollars.
[AGENT][NEUTRAL] OK, uh, was it sent by check or how was the payments paid?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Check number 1792.
[AGENT][NEUTRAL] It was sent by mail.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me check with customer service and see what's going on. Do you mind holding for me?
[CUSTOMER][NEGATIVE] No, ma'am, not at all.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good afternoon thank you for calling APL.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Good afternoon, this is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is so, I'm sorry, you kind of cut off.
[AGENT][NEUTRAL] I didn't hear your name or anything.
[CUSTOMER][NEUTRAL] Yeah, crazy. I was on the phone with [PII], so it probably cut off when she hung up. What you got for me?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, um, I have a member on the line. She's calling because she said she sent a payment by check. Uh, she gave me the check number and it's supposed to have been received. Um, I, I don't see that it's been received, so I don't know if you can check in your end and maybe see something different that I'm not seeing, um, but, um, she pays quarterly.
[CUSTOMER][NEUTRAL] the policy number?
[AGENT][NEUTRAL] Uh-huh. 602-776.
[CUSTOMER][NEUTRAL] Um, we see the same thing you see. When did she send it?
[AGENT][NEUTRAL] She said she sent it on [PII].
[CUSTOMER][NEGATIVE] That payment was received, but she owes again.
[AGENT][NEUTRAL] She's quarterly, right?
[CUSTOMER][NEUTRAL] What was the check number?
[AGENT][NEUTRAL] 1792.
[CUSTOMER][NEUTRAL] Yeah, but she, she
[CUSTOMER][NEUTRAL] What was it again?
[AGENT][NEUTRAL] 1792.
[CUSTOMER][NEUTRAL] Hang on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Maybe I did something. Memory applied the money.
[CUSTOMER][NEUTRAL] Yeah, memory replied her check, but she's due again.
[AGENT][NEUTRAL] She.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] We received that check and it paid her to [PII], but she still owes the next quarter, which would be March, April, and May and I hate to tell her she's gonna pay it and be due again.
[AGENT][NEUTRAL] She's behind.
[CUSTOMER][NEUTRAL] She's behind.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] But that payment that she sent did not pay her for the next 6 months. That was just for 3 months.
[AGENT][NEUTRAL] Gotcha. OK. Yeah, she, she's just probably confused. OK, uh, do you want to just go ahead and let her know that that was just a quarterly payment and it was just applied to that month because yeah, she's like, but I paid for this quarter, and yeah, I, I didn't see that, so the policy was uh.
[CUSTOMER][NEUTRAL] No, ma'am, you did not have, yeah, it's in BQPHI looks like she didn't put notes and she should have, but you can transfer. What's her callback number?
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] It is, uh, let me go back to the beginning. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Here she comes. Have a good day.
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] Thank you for holding and being patient for me.
[AGENT][POSITIVE] Miss [PII]? Yes, I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Hi, Miss [PII], how are you doing today?
[CUSTOMER][POSITIVE] Doing good thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Are you there Ms. [PII]