AccountId: 011433970860
ContactId: 1eb466b0-f00a-49c6-b8b4-096e5f7e6bc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 583349 ms
Total Talk Time (AGENT): 153436 ms
Total Talk Time (CUSTOMER): 176658 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/1eb466b0-f00a-49c6-b8b4-096e5f7e6bc0_20250506T18:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, [PII], I'm calling about my, my insurance with you guys.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I'm supposed to surgery tomorrow and they're saying that my APR insurance was canceled and uh I called my um provider uh my employer, and they verified that it is current but there's something wrong on your guys' end.
[AGENT][POSITIVE] OK, I can help you with that. Um.
[CUSTOMER][NEUTRAL] And I want to see 6.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 01659336 ML 8
[AGENT][POSITIVE] OK, thank you, and can I get a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your name, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, [PII], say that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, Mr. [PII].
[CUSTOMER][NEUTRAL] 799659.
[AGENT][NEUTRAL] OK. And do you mind verifying your date of birth and your address for me, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And email address.
[CUSTOMER][NEUTRAL] 659
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][POSITIVE] OK. Thank you for verifying.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, and you said you're you're still working with um City of [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm retired, OK, but I still pay for the insurance and they said that it was paid.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And you guys are saying it was last paid in March and they said that they have an invoice that was paid but it must have been applied somewhere else and they said that they were trying to rectify it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me connect you with our billing department and see what they've got um over there uh do you mind if I put you on hold for just a moment while I contact them and see what's going on with this policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright thank you and hold just a moment for me.
[CUSTOMER][NEUTRAL] ur ring
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. Um, I need your help. I have an insured on the phone and he's with City of [PII] and he's retired. Um, I show that his policy has been lapsed since March of last year, but he is saying that he's been talking with the city of [PII] and he's supposed to be active.
[AGENT][NEUTRAL] I was wondering if you could check to see if you've got premium on him or.
[AGENT][NEUTRAL] If I can lapse this or cause he's got surgery tomorrow.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yeah, what's his policy number?
[AGENT][NEUTRAL] 165.
[AGENT][NEUTRAL] 9336.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] 16944
[AGENT][NEUTRAL] I also show he's got another policy that's paid up to [PII] as well.
[CUSTOMER][NEUTRAL] Yeah, that's what I was about to look at. We don't have anything to spend. Let me see.
[CUSTOMER][POSITIVE] Oh, wow.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me get this newer one.
[CUSTOMER][NEUTRAL] 246-467-8
[CUSTOMER][NEUTRAL] I mean, the city of [PII].
[CUSTOMER][NEUTRAL] Ask us to terminate him.
[CUSTOMER][NEUTRAL] In the notes on this newer policy.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, [PII] did that.
[CUSTOMER][NEUTRAL] Yeah, we don't have any premium and suspense for either group, but it, that's what I'm showing on that note last per city of.
[AGENT][NEUTRAL] Yeah. And he said he talk, he talked to.
[AGENT][NEUTRAL] Yeah, he said he talked to City of [PII] and they said that they paid on the last invoice.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] I don't know what to tell him.
[AGENT][NEUTRAL] I guess just tell him to get city of [PII] to call and, and get things straightened out or?
[CUSTOMER][NEUTRAL] Yeah, they're gonna have to call, to call us or email us so [PII] can look into it um because that's one of her groups. Um, she has [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, yeah, the group's gonna have to contact us because they, they requested us to terminate him.
[AGENT][NEUTRAL] All right, I will let him know.
[CUSTOMER][NEUTRAL] And said he retired in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] No problem bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I talked to our billing department and.
[AGENT][NEUTRAL] The city of [PII] is the one that canceled the policy, um.
[AGENT][NEUTRAL] It, you will need to get them to call here and get things straightened out with us, um.
[CUSTOMER][NEUTRAL] in the same.
[CUSTOMER][NEUTRAL] Yeah, I called, I called City of [PII] and they stated that they did not cancel it and she actually has an invoice saying it wasn't canceled. Nobody from there canceled it and she, she said she had called. Now is there any record of saying that see that highly had called?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not that I can see uh on uh on customer service and uh but I did speak to somebody in billing and they're they're the ones that's gonna need to call and get things straightened out they can call the billing department, um.
[AGENT][NEUTRAL] On the [PII] number that you called on and they can get it all straightened out for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, and there's no way you guys can contact them they have to contact you.
[AGENT][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEUTRAL] There's no way you guys contact City Highway. You guys have to contact. They have to contact you.
[AGENT][NEUTRAL] Yes, uh huh, I have to contact us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Alright well thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Goodbye.