AccountId: 011433970860
ContactId: 266c26a0-979f-4c56-a590-841a954e06fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413950 ms
Total Talk Time (AGENT): 135343 ms
Total Talk Time (CUSTOMER): 156430 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/266c26a0-979f-4c56-a590-841a954e06fe_20250210T16:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. My name is [PII] and I called and talked to uh [PII] last week.
[CUSTOMER][NEUTRAL] Are
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you in the same uh are you in customer service as I believe she is.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, ma'am. I'm in the care team, but um, what's this in regards to? I can try to get you to a person that'll be able to assist you.
[CUSTOMER][NEUTRAL] I called to ask for a letter saying that what my portion of the premium was for tax purposes.
[CUSTOMER][NEUTRAL] And I got the letter. However, I have two contracts and I got one, but I didn't get a second letter.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it is, well, hang on here it is 594.
[CUSTOMER][NEUTRAL] 283.
[AGENT][NEUTRAL] OK, let's see. And Ms. [PII], verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mailing address [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your email address?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII]
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, and you say you received one letter but not for another policy you have. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, hang on.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] The other policy is 59,380.
[AGENT][NEUTRAL] OK. It looks like they sent it for that one and not for the cancer policy.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] However,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the do you have a copy of the letter?
[AGENT][NEUTRAL] Um, let me see if I can pull that up. Give me one moment.
[AGENT][POSITIVE] Perfect
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] I see the letter for um that 59,380 policy number you gave.
[CUSTOMER][NEUTRAL] 59,380. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's the one that is $9 a month, $108 for the year.
[CUSTOMER][NEUTRAL] On the letter that I got.
[CUSTOMER][POSITIVE] She had the correct amount.
[CUSTOMER][NEUTRAL] However,
[CUSTOMER][NEGATIVE] She put the wrong policy number on it.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. Yeah, cause when I see for that policy number, it is $9 a month. But you're wanting letter for both policy where it shows like total.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I don't need a letter that shows the total for both. I need a letter for each.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, yeah, the one that she sent you was for that 59,380, which I showed that's the amount of $9 a month, 80108.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] But she has the wrong policy number on my letter.
[AGENT][NEUTRAL] OK, let me see if I can get a representative for you, Ms. [PII], and they can, um, and I'll explain to them the situation and have them assist you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one quick moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good, love. How about yourself?
[AGENT][POSITIVE] I'm here, uh, on this beautiful Monday, chilly Monday.
[CUSTOMER][NEUTRAL] Yeah, it was chilly one. I know, quite a difference, isn't it?
[AGENT][POSITIVE] It is uh almost springtime, but then it just got really cool. It's like, OK.
[CUSTOMER][NEUTRAL] I know, right? What you got for me this morning?
[AGENT][NEUTRAL] Um, I have Ms. [PII] on the phone. She's calling about the letter that you had sent to her, uh, about her premium, and she said she received one letter, uh, from one policy, but she said you put the wrong policy number on there, but
[CUSTOMER][NEGATIVE] Yeah, I did and I called back and I thought I sent again. Did I not to send it again.
[CUSTOMER][NEUTRAL] I can help her.
[CUSTOMER][NEUTRAL] Alright, give me the number. I don't remember. I slept since then. It's Friday. I remember sending them, but I don't remember her numbers.
[AGENT][NEUTRAL] It's 59,380.
[CUSTOMER][POSITIVE] OK, I'm ready for, you can send her to me.
[AGENT][POSITIVE] Awesomeness, and I verified all her information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, sweetie. Have a great day.
[CUSTOMER][POSITIVE] You too, love. Thank you.
[AGENT][NEUTRAL] OK, bye.