AccountId: 011433970860
ContactId: 37545a1d-9ecd-49d4-be63-1beff58c9896
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 724400 ms
Total Talk Time (AGENT): 210832 ms
Total Talk Time (CUSTOMER): 214968 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/37545a1d-9ecd-49d4-be63-1beff58c9896_20250317T18:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII], and I'm calling to see, uh, I haven't received the bill and no statements, so I'm just trying to see, um, I'm calling to see what's going on with my account.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to assist you with your um account. And Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] I'm, I'm driving. I don't have it right now. I don't have it at the moment. I'm driving.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can start you with your social if you like.
[CUSTOMER][NEUTRAL] Yes, of course, um,
[CUSTOMER][NEUTRAL] Alright, my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you mind if I place you on just a brief hold while I search for your policy?
[CUSTOMER][NEGATIVE] Not at all.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Thank you so much for holding. So I have your policy here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, yes, ma'am. My date of birth is [PII]. Um, address is [PII], that's in [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And so you said that you're receiving bills for a claim that should have been processed, you know, gone through us?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, I have not received the bill. I, I know I, I did like a reinstatement and I know they said that everything was good to go, but I never, I just haven't received the bill yet. I don't want to miss a payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, you mean a bit like for your premium, not like a claim, OK.
[CUSTOMER][POSITIVE] Right, my premium, yes ma'am.
[AGENT][NEUTRAL] I'm sorry, I thought you meant like a claim payment was coming to you. OK, I got it. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm like, I don't see any claims here. Hold on.
[AGENT][NEUTRAL] I'm just looking through the ledger and the payments. Hold on one second.
[CUSTOMER][POSITIVE] Oh, no worries.
[AGENT][NEUTRAL] Um, but no, sir, your, your, um, policy is good to go. You haven't been billed anything, so you're um up to date.
[CUSTOMER][NEUTRAL] Oh, so don't I have to make monthly payments or I'm confused.
[AGENT][NEUTRAL] So, let's see, the last thing we build.
[AGENT][NEUTRAL] We received the payment is on [PII], which paid up to
[AGENT][NEUTRAL] We paid 2 for March. So then the next one would be April.
[AGENT][NEUTRAL] Which is why you haven't received the bill, but let me double check with um customer service since it's a bank draft just to be on the safe side, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right, you're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] from the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have a member on the other line. He's asking about his March payment, and I don't know if I'm reading this right. Can you look at this with me?
[CUSTOMER][NEUTRAL] Mhm sure.
[AGENT][NEUTRAL] Um, so it's policy number 2361671.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And let me pull it up really quick.
[CUSTOMER][NEUTRAL] Is it for [PII]?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So he's saying that he hasn't um been billed for his premium and he wanted to make sure everything was OK with the reinstatement.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so from the, the, what is it? BQPHI it doesn't look like there's anything outstanding, but I wasn't.
[AGENT][NEUTRAL] I'm not sure.
[AGENT][NEGATIVE] I don't see another bill.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, he is set up to send us a check every
[CUSTOMER][NEUTRAL] Um, quarterly with quarterly payments, and his amount is 17,550. Let me look at it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] This is weird.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Looks like [PII] applied some premium.
[CUSTOMER][NEUTRAL] 40
[CUSTOMER][NEGATIVE] Um, his bill should have gone.
[CUSTOMER][NEUTRAL] OK. Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Did he say anything about receiving the um quarterly bill for his policy?
[AGENT][NEUTRAL] No, he just said he hasn't received the March bill and he wanted to make sure everything was OK with the reinstatement.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][MIXED] And I said, well, everything looks fine, but I don't see a bill.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, um, notes from [PII] said that, um,
[CUSTOMER][NEUTRAL] His policy was reinstated. Bill should go out in the mail next week for March and May.
[CUSTOMER][NEUTRAL] March, March, April, March, April, and May.
[CUSTOMER][NEUTRAL] And that she reordered the bill.
[CUSTOMER][NEUTRAL] But this, but this was back in February.
[AGENT][NEUTRAL] So, should I?
[CUSTOMER][NEUTRAL] It's been
[AGENT][NEUTRAL] So, so the bill just hasn't come out yet then, or it should have?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Uh, if I say yes, I'm probably lying because I'm not sure if they go out before, um,
[CUSTOMER][NEUTRAL] Before we build, but since this one is individual.
[CUSTOMER][NEUTRAL] Let me look up really quick and see um ask [PII].
[CUSTOMER][NEGATIVE] Oh, and it's not working today.
[CUSTOMER][NEGATIVE] Neither memory.
[CUSTOMER][NEUTRAL] And the rest is on lunch.
[AGENT][NEUTRAL] OK, you want me to have someone call him back or you wanna, I don't know what to do.
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] We will have someone calling him back because according to [PII]'s notes, um there was a bill ordered.
[CUSTOMER][NEUTRAL] But I, I'm not quite sure if it goes out immediately as soon as it is ordered or it goes out um during that date.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I'll just tell him that someone from customer service is going to give him a call with the update.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right, um, what will be the callback number?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Bill has not been received.
[CUSTOMER][POSITIVE] All right. I got it.
[AGENT][POSITIVE] All right, I'll let him know. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So there's going to, um, the customer service rep that I spoke with is speaking with her supervisor. Um, she said they're going to give you a call back with an update on the billing and when it, if it went out, when it went out, just an update because she thought she didn't see it either. Um, so they're checking on it. The customer service is the department that handles that. So either um it'll be a representative or one of the supervisors.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, OK, but the policy is active, right?
[AGENT][NEUTRAL] Oh, yes sir, it's active.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, I think, no, that was it. That was, no, you were very helpful. Thank you again.
[AGENT][POSITIVE] All right, well, I'm glad I could assist you and thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] OK, you as well. OK.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.