AccountId: 011433970860
ContactId: 1e233b37-b317-4bb2-956a-8871cfa3764a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 526299 ms
Total Talk Time (AGENT): 272915 ms
Total Talk Time (CUSTOMER): 151048 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/1e233b37-b317-4bb2-956a-8871cfa3764a_20250225T20:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm doing good. How about yourself?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a member on the line that, um, and she spoke to [PII] a couple of weeks ago, uh, well, a couple of months ago, well, about a month ago. I transferred a call and um it looks like uh she was told that she was gonna receive the documents reporting the policy, but she has not and she's calling back.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It is 162-537-1.
[AGENT][NEUTRAL] You said 162-537-1?
[CUSTOMER][NEUTRAL] Yes, 162-537-1. Mhm.
[AGENT][NEUTRAL] OK, no wonder I was I was lost. Hang on. There's other policies.
[CUSTOMER][POSITIVE] Happy, [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It was a month ago. Hang on.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I think she only has 30 freaking days.
[AGENT][NEUTRAL] Let me look at one more thing.
[CUSTOMER][NEUTRAL] A little hair or something. I got something in my throat.
[AGENT][NEUTRAL] She got to me too.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh my [PII], you did? I'm sorry.
[CUSTOMER][NEUTRAL] I don't know what's wrong with my throat.
[AGENT][NEUTRAL] It's OK. It's the weather, my nose is like, oh my God, I wanna rip it off. But anywho, what's her callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] [PII]. OK. All right. I've got her. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, you're welcome. Here she comes. Thank you for holding and being patient for you, Miss [PII]. I got Miss [PII] on the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you. You're welcome have a good day. Good afternoon.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good afternoon. How are you doing today, Ms. [PII]?
[CUSTOMER][POSITIVE] I'm doing just fine.
[AGENT][NEUTRAL] I've got your information pulled up and it looks like a letter went out on [PII], but you should have gotten it by now. um, so.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What I'm gonna do is just, is it possible for me to email you the letter and you submit it back in because you have 30 days from the date of the letter that goes out to get back to us so we definitely need to get this back in. Can you verify your email address for me please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And it could be that you may be receiving it in the mail, cause it says the [PII] it generated, but it probably didn't go out until the [PII]. Um, I don't know, it's just the mail is moving a little bit slower nowadays, and there was President's Day between there too, so.
[AGENT][NEUTRAL] Um, but what I can go ahead and do is email it to you and we'll send another one in the mail just in case. The email is gonna be coming from [PII]. You should have it in about 20 minutes, um, and I do apologize for the inconvenience of that, but as soon as you get everything, if you can email that back or fax it back, we can get everything changed over so you'll be individual.
[AGENT][NEUTRAL] Paid
[CUSTOMER][NEUTRAL] OK, so, so I can just turn, read it and just turn around and send it.
[CUSTOMER][NEUTRAL] I mean, I don't have anything at home to.
[CUSTOMER][NEUTRAL] Fax it or
[CUSTOMER][NEUTRAL] If I email back to you, what am I, is it a way I can sign it or or do I have to sign it or something?
[AGENT][NEUTRAL] You do have to sign it. um, you can email it back by taking a picture on your phone if you don't have a way to actually scan it back in to email it back, but you can email it back to us. Um, right now you're only paid to January, so you, it would be necessary for you to put a note to pay you current so we can draft you for the end of this month for the 2 months premium that's owed and your premium is gonna stay the same and your benefits, everything's the same, we're just changing who we're billing.
[CUSTOMER][NEUTRAL] OK, so when I talked to [PII] on [PII], she said January is paid. So I'm gonna have to pay February and March.
[AGENT][NEUTRAL] It looks like we refunded January.
[CUSTOMER][NEUTRAL] Oh well, it didn't come to me. Did it go back to the school? And the school took it out of my check.
[AGENT][NEUTRAL] It would have went back to the school, yes, ma'am. I'm not sure why they refunded it, but [PII] told you right, but for our billing clerk is the one that canceled the policy when she canceled it, she.
[AGENT][NEGATIVE] Refunded it. I don't know if they said you should have, the school must have told her you were supposed to be canceled [PII].
[CUSTOMER][NEUTRAL] Mm well I.
[AGENT][NEUTRAL] You might wanna double check with them.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] You had cut out, [PII]. I didn't hear you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I said I retired the end of Janu I end of December.
[AGENT][NEUTRAL] OK, so that may be that they notified us that you're supposed to be terminated and that's why she did the refund as of January because they terminated you as of January. So January would still be owed in February.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, so with the email, uh.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Who?
[AGENT][NEUTRAL] You, uh, I'm gonna put the email information back. It's coming from [PII], but you'll be sending it back to our care team. And what I'll also do is include the total monthly premium for both months, and this will just be a one time thing that we're gonna be doing a double draft, um, well, it's not gonna be a double draft, a one time draft for two months. After that, your premium will be 1938 if you do the draft.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's the only monthly option that we offer. If not, you can mail in a check or money order every 3 months, 6 months to a year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I'm just trying to think of how I'm gonna get it back to you. uh, I can't print it off.
[AGENT][NEUTRAL] You can. I mean, you can and you can fill it back out and send it.
[CUSTOMER][NEUTRAL] I don't have any printing it off. Let's say I, I don't have any way of printing it off, um.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Mm, I'll just guess I have to figure out how I'm gonna do this.
[AGENT][NEUTRAL] Now, you can mail it back as long as it's postdated before the end of this month, you'll be fine. Well, as long as it's postdated before [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Cause that's when you're 30 days because technically that letter went out on the [PII], give or take a day, but it's showing that's when it went out and I'm sending another one, so you're still within your 30 days.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And that information will be included in the email for you too. If you, I'm gonna include the fax. I'm gonna include the, the email that you can send it back and our mailing address just in case you decide whichever one you decide.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with before you go, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, what was your name again?
[AGENT][NEUTRAL] My name is [PII] and I'm in the customer service department.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][POSITIVE] All right, thank you for calling APO and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.