AccountId: 011433970860
ContactId: 1198892c-d963-44f3-a1a9-3035e7cd5dce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368839 ms
Total Talk Time (AGENT): 174579 ms
Total Talk Time (CUSTOMER): 169546 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/1198892c-d963-44f3-a1a9-3035e7cd5dce_20250310T17:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Yes, your phone is cutting in and out.
[CUSTOMER][NEUTRAL] Um, I'm a policy holder. Um, I'm looking for the, looking for the account number. Policy reference number is 02562930.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And then what is your name, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I have 2 policies through y'all.
[AGENT][NEUTRAL] OK. Let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEGATIVE] I have a cancer and then accidental work.
[AGENT][NEUTRAL] OK. Ms. [PII], um, can you please, uh, verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I really don't use the email. I, I hear maybe I got one of this is not my thing.
[AGENT][NEUTRAL] OK, I do show that you have one. Can you verify it for me, please?
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then one last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you, Ms. [PII]. And if we get disconnected, is that a good number to call you back on, ma'am?
[CUSTOMER][NEUTRAL] Yes, the only numbers.
[AGENT][POSITIVE] OK, how can I help you today?
[CUSTOMER][NEUTRAL] Well, I received this letter.
[CUSTOMER][NEUTRAL] In the mail now I have these accounts where they electronically debit out.
[CUSTOMER][NEUTRAL] And what is that 4 months quarterly?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] And I received this letter talking a bit.
[CUSTOMER][NEUTRAL] You know that I needed to reset this information.
[CUSTOMER][NEUTRAL] And that's, that's what it says. Although the premium due date on the third policy was not received, uh, I, I just now got the letter like 3 days ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I thought I was continuing my coverage. That's what I want. Do you not see where it's electronically debited out every 4 months?
[CUSTOMER][NEUTRAL] Freedom 4 is 12.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] Yes ma'am, I do and what I'm going to need to do, Ms. [PII] is I'm gonna go ahead and transfer you on over to customer service so they can further assist you with this as far as your premium being bank drafted for your policy.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, I'm gonna let them speak with you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I didn't get the right.
[AGENT][NEUTRAL] Yes, ma'am. And I'm gonna.
[CUSTOMER][NEGATIVE] Yes, I didn't get the right part.
[AGENT][NEUTRAL] Yes, and I'm going to let them know that you've already verified your policy with me, so you don't have to do that again, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Good. Does that cover both of my policies?
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Does that cover both? It's not.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me check the other one, right, I understand. Let me check the other one for you.
[CUSTOMER][NEUTRAL] OK, I got a letter about this.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Right, I do see that you have bank draft for both of them. So I'm going to let them assist you, uh, further.
[AGENT][NEUTRAL] So that they can get you the help that you need. OK, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, yeah, the letter was probably generated. It's the first year for everybody, you know, I've had this policy 6 years or so, then I had it a few more back when I was on the job.
[AGENT][NEUTRAL] All right, it's gonna be a
[AGENT][NEUTRAL] Yes, ma'am. I understand.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, ma'am. I understand.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] Alright, it's gonna be a quick hold. I'm gonna transfer you on over, Miss Miss [PII]. I hope you have a blessed day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You do.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] I've got, hey, I've got Miss um [PII], oh my gosh, Rainwater. What was her last name?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yeah, [PII] on the phone. She is calling about policy number 256.
[AGENT][NEUTRAL] 2930.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have verified all of her information and she received a letter stating that her premium wasn't received and that she is on bank draft, which is true, she has another policy she was checking about the accident policy which is on bank draft and has a 2, but this one in particular does not have a 2, it has a 3.
[AGENT][NEUTRAL] For check
[AGENT][NEUTRAL] Instead of a 2 for bank draft, and she's calling, she doesn't know that. I didn't tell her that, but she's just calling about the policy. She's just calling about the policy and why she's receiving that letter.
[CUSTOMER][NEUTRAL] Oh, uh-huh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh, got you, OK, OK, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Just let me know when you're ready.
[CUSTOMER][NEUTRAL] Um, I'm gonna pull up this letter real quick just to see the date on it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][POSITIVE] OK, I'm ready. Thank you.
[AGENT][POSITIVE] OK, all right, [PII], you're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye.