AccountId: 011433970860
ContactId: 18a23378-30db-48ce-8718-738e87e29b38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387220 ms
Total Talk Time (AGENT): 131427 ms
Total Talk Time (CUSTOMER): 201855 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/18a23378-30db-48ce-8718-738e87e29b38_20250520T18:45_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, my name is [PII]. I've had a policy with you all for years and years, matter of fact, I got 2.
[CUSTOMER][NEUTRAL] I retired from my company and
[CUSTOMER][NEGATIVE] Yeah, you're supposed to be sending me a bill every year and I.
[CUSTOMER][NEUTRAL] The first time after I retired, I had to notify you all uh then it.
[CUSTOMER][NEUTRAL] I haven't got another bill, so what, what's what's up with that?
[AGENT][NEUTRAL] OK, I can check that out for you. Um, do you know what your policy number is?
[CUSTOMER][NEUTRAL] One of them is 0048.
[CUSTOMER][NEUTRAL] 7252
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the other one is 000487253.
[AGENT][NEUTRAL] OK, let me look this up. And can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], do you mind verifying your date of birth and address for me, please?
[CUSTOMER][NEUTRAL] Well, my date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] Yeah, what else did you want? Address [PII].
[AGENT][NEUTRAL] Address
[AGENT][NEUTRAL] OK, thank you. And your email address?
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] Baker
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. It looks like we must have your um
[AGENT][NEUTRAL] Work email. Do you, do you want me to change that for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know what email you've got, but even, even my personal one changed uh a year or so ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you give me give the email to me one more time so I can change it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Mhm. OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I've got that updated for you.
[AGENT][NEUTRAL] And you were calling to see about your bill, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] It looks like we're we're going to do the bills this weekend, so you should get the bill in the mail sometime next week.
[CUSTOMER][NEUTRAL] OK, the last, last correspondence that I had was with somebody named [PII] in customer service.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, this was in 22 and
[CUSTOMER][NEUTRAL] Yeah, let me be sure I'm not lying to you here. Let me look at this. No, this was in 23. See, uh, uh, in 22 they didn't bill me.
[CUSTOMER][NEGATIVE] Or they didn't bill me
[CUSTOMER][NEGATIVE] It was withheld out of my paycheck at Grand River Dam Authority where I worked. Once I retired, then you were gonna bill me each year. Well, it didn't get billed to me, and I happened to remember it, so I called and spoke to her. So I got an email saying that it was, uh, it was your fault their system in in their system, yada yada yada, but anyway, I paid the 200 and.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 24156.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I do not remember receiving a bill in [PII]. Now you may have seen it and I may be forgetting it. So am I paid current or not?
[AGENT][NEUTRAL] Uh, yes, sir, you're paid, uh, through the end of this month.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Am I? OK.
[AGENT][NEUTRAL] Mhm. Yeah, we received it.
[CUSTOMER][NEUTRAL] Alright, well.
[CUSTOMER][NEUTRAL] Have you, have you got anything in your system because all I've got is a letter from [PII] and then the emails from her.
[CUSTOMER][NEUTRAL] Have you got anything that shows my account page that you could email me so I can kinda.
[CUSTOMER][NEUTRAL] Try to do a better job of keeping track of this.
[AGENT][NEUTRAL] OK, I can give you the check numbers that you, you paid it from if that would help you.
[CUSTOMER][POSITIVE] OK, well, that might help. I, I think I probably got in account where I can dig back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, for [PII], let's check 15821.
[AGENT][NEUTRAL] And then for [PII] is check 16145.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 16145 OK.
[AGENT][NEUTRAL] Alright, and then for [PII] is check number 16324.
[CUSTOMER][POSITIVE] Well, I'll be darned. I'm doing better than I thought it was.
[AGENT][NEUTRAL] And all of those were for.
[AGENT][NEUTRAL] Mhm. And they're all for uh a year's premium all at one time.
[CUSTOMER][NEUTRAL] So they're all, they should all be for like the 241.
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] 56 OK and that's the cancer and the.
[CUSTOMER][NEUTRAL] Whatever the other deal is, right, well, I'm glad to know that, but you're gonna send them out again here just right away.
[AGENT][NEUTRAL] Uh yes, sir, we should be.
[AGENT][NEUTRAL] Sending out the bills.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] This weekend.
[CUSTOMER][NEUTRAL] OK, so it's, it's almost June now, so what if I don't get it back to you but [PII]?
[AGENT][NEUTRAL] You have the whole month of June. You've got 30 days.
[CUSTOMER][POSITIVE] OK, OK. All right, very good. Well, thank you for straightening out and confused old man here.
[AGENT][POSITIVE] Oh, you're, you're fine. All right, well, thank you for calling APL and you have a wonderful day as well. Thank you.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] All right bye.
[AGENT][NEUTRAL] Bye.