AccountId: 011433970860
ContactId: 1d2814f6-82a5-4314-85d7-32510c03be74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466489 ms
Total Talk Time (AGENT): 134205 ms
Total Talk Time (CUSTOMER): 155765 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/1d2814f6-82a5-4314-85d7-32510c03be74_20250205T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. I was calling to find out is there any way I can access the total amount of premium I paid, uh, for last year, and I know every year I have this question, and I just can't remember if I go online to do it and if I have an account set up to print the uh amount for tax purposes.
[AGENT][NEUTRAL] The total amount of premium that you've paid, do you generally receive a report from APL?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] I, uh, because I think I'm online now, they don't send it.
[CUSTOMER][NEGATIVE] I have to go online.
[AGENT][NEUTRAL] OK, do you have an account set up?
[CUSTOMER][NEUTRAL] I think I do. I just need to know what website I need to go to or is there any way you can send.
[AGENT][NEUTRAL] Oh, OK. Let me
[AGENT][NEUTRAL] Let me get your name and policy number.
[CUSTOMER][NEUTRAL] Yes, I don't have my policy number, but it's drafted every month. My name is [PII], and I guess I need to get that policy number from you now so I can have it on hand.
[AGENT][NEUTRAL] Mhm. Spell your last name?
[CUSTOMER][NEUTRAL] [PII] and I don't have a cord, an updated cord.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Last name is [PII] First name, spell your first name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], unless they have it listed under my maiden name plus my married name, [PII].
[AGENT][NEUTRAL] And spell [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what type of policy is it?
[CUSTOMER][POSITIVE] I think it's a heart.
[AGENT][NEUTRAL] And what's your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your date of birth and mailing and your, uh, email address on file if you have one.
[CUSTOMER][NEUTRAL] Yes, ma'am. My uh birth date is [PII]. Email address [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you for that information, [PII].
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] And I have the policy number. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's um 633.
[AGENT][NEUTRAL] 013.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and for a latter date, uh, how do I acquire to see what's covered at um.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Under that policy I've been having it for years.
[AGENT][NEUTRAL] Let me see if there's a policy.
[CUSTOMER][NEUTRAL] In fact, what is the, the
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Uh, go ahead.
[CUSTOMER][NEUTRAL] I said what year did I enroll in this policy 633013? What was the initial date?
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you normally send out or if I'm registered online, I can see everything what you know what.
[CUSTOMER][NEGATIVE] It's covered and what's not covered.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, your policy certification is online. Um, it shows your, uh, which houses your, um, benefits, it's about 27 pages long.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And could I get the um the amount of premium I can pay um print out a premium page of how much I paid for that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me a moment, did you call on this before a few days ago?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] Let see sure call back to make sure she got a tax letter giving her total amount of premium she had for [PII]. OK, that's for 23. Give me one second.
[CUSTOMER][NEUTRAL] I didn't call a few days.
[CUSTOMER][NEUTRAL] And we
[CUSTOMER][NEUTRAL] That was in [PII] when I uh called.
[AGENT][POSITIVE] Yeah, that was for 20. It, that is correct.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I am going to get you over to the area that can provide that document for you. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Because you've had it emailed to you before, haven't you?
[CUSTOMER][NEUTRAL] Yes ma'am I have.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you want it emailed over to you to the address that you verified?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I'm just gonna send a request to that department and then they'll send you that letter via email, is that OK?
[CUSTOMER][POSITIVE] Alright, yes ma'am, thank you so much.
[AGENT][NEUTRAL] All right, anything else I can assist with today, [PII]? And you do have your policy number, right?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Uh, yes, you did give me that and I appreciate that. Thank you so much again.
[AGENT][POSITIVE] OK, very good. Anything else?
[CUSTOMER][POSITIVE] Yeah. No, nothing else, thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] How do I get to that website APL to see if I'm registered or not?
[AGENT][NEUTRAL] Yeah, I can verify if you're registered. I'll go ahead and give you the uh address while I while I look that up. So it's gonna be secured SEC.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The word public, so it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do show that you have an active account so it's already set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Anything else? You're welcome.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] No, that's it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for calling [PII]. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You