AccountId: 011433970860
ContactId: 388be897-2477-442c-919c-b26864da52c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456820 ms
Total Talk Time (AGENT): 201304 ms
Total Talk Time (CUSTOMER): 211601 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/388be897-2477-442c-919c-b26864da52c7_20250325T19:05_UTC.wav
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[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you for calling APL. This is [PII] and customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. You called me a couple hours ago. I understand. Uh, I got your, uh, voicemail.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] All right, [PII], uh, how are you doing today?
[CUSTOMER][POSITIVE] I'm better, but I, uh, I still have a little ways to go. It's probably gonna be another week and I'll be off the walker and, and hopefully we'll be able to go back to work.
[AGENT][MIXED] Awesome, that's good to hear um well I was just calling because I had received um your payment, but I didn't get.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, the bank draft form, were you wanting to set the policy up on a bank draft?
[CUSTOMER][NEUTRAL] No, I wasn't, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, uh, I just, I just wanted to pay that payment to keep it valid through the end of this month, uh.
[CUSTOMER][NEGATIVE] Uh, I, uh, I, I don't need it, I don't need a, need a bank draft. I just need to, uh, get these medical bills from where I had my fall and everything and, uh, taken care of and I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Taken care of and uh.
[CUSTOMER][NEGATIVE] And right now, money is too tight for me to have a, you, you know what I'm saying, with me being out of work?
[AGENT][NEUTRAL] Mhm. Yes, sir. I understand. So you just wanted it, uh, to stay active until the end of this month, right?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Right, and that way, that way, uh, that way.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The uh hospital bill and the doctor bills that I'm getting, I can uh submit on it and y'all can take care of it from there and uh.
[CUSTOMER][NEUTRAL] Uh, I just.
[CUSTOMER][NEGATIVE] Yeah, I would, I wouldn't mind having the insurance, you know, uh, you know, I'd like to have the insurance, but I just don't have the money right now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I understand. Yes, sir.
[CUSTOMER][NEUTRAL] That's the only thing.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So I was looking at everything so that I could be able to talk to you about your options and when I sent you that letter uh I do apologize I was looking at your account wrong.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, so you were only paid up to [PII], so when you sent in that [PII], that was for two months, so that was the month of January and February.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So, uh, we would still need.
[CUSTOMER][NEUTRAL] How much more do I need?
[AGENT][NEUTRAL] $10.30.
[CUSTOMER][NEUTRAL] How, how much
[CUSTOMER][NEUTRAL] $10.30. Alright, hold on one.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEUTRAL] Alright, hold on, and then let write this down.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] OK, hold on to that. Alright, so I need to send it to APL made out to APL, and could you give me the address I need to send it to?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir. Give me just one second here.
[AGENT][NEUTRAL] I'm trying to pull up the check that you sent in for some reason, I am missing it somehow. Give me just a second.
[CUSTOMER][POSITIVE] I sent it to my daughter. That that makes a difference.
[AGENT][NEUTRAL] Yes, sir. I, I got it. I'm just, uh, I had put a pin in it, uh, until I could talk to you and see what you're, uh, what you were wanting to do. And now I'm trying to find it again and all my stuff. Give me just a second, OK?
[CUSTOMER][POSITIVE] OK. Take your time.
[CUSTOMER][POSITIVE] I'll get that $10 back to you today.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, that'll be fine. I just, um, I apologize about that. Sometimes when we're looking at those dates, uh, you think it's paid for the month of January, but it wasn't. It was paid up until [PII], so I was looking at it wrong, so that was my fault, um, but yes, sir, that, that will pay you up to 41.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I understand if that's what make you damn good, so I, I'm, I'm not, I'm not gonna get a ream about it though.
[AGENT][POSITIVE] So I appreciate it. Um, let me see where.
[AGENT][NEUTRAL] Is that
[AGENT][NEUTRAL] I thought it was at the top of my page. Yeah, there it is. How did I miss that? OK. So, yeah, we got the 2060 and then you're gonna send it to the same address you did before. Are you ready?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh uh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. That's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir, that's it.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I will get that. I'll get that $10.30 out to you today.
[AGENT][POSITIVE] Perfect. Was there anything else I could do for you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's gonna do me. That's gonna do me. uh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] I got it, I, I got a question for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If I double that amount and sent you $20.60 again, that'll keep it active through the end of April.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, sir.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. I may do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Standing up on
[CUSTOMER][NEUTRAL] OK, so if you, if you get one for $20.60.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, you know,
[CUSTOMER][NEUTRAL] Just go ahead and apply it through the end of April.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will do that. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I thank you.
[AGENT][POSITIVE] No problem, Mr. [PII]. I, I hope you get better soon, OK?
[CUSTOMER][NEUTRAL] Is, is there anything else I can?
[CUSTOMER][POSITIVE] Well, thank you, thank you. And you have a great day. Is there anything else that you needed from me today?
[AGENT][NEUTRAL] Nothing else I need. You sure there's nothing else you need?
[CUSTOMER][NEUTRAL] No, I'll talk to you later.
[AGENT][POSITIVE] Alright, I miss you, [PII]. Well, thank you so much for choosing APL, and you have a wonderful rest of your day, OK.
[CUSTOMER][POSITIVE] Yes, ma'am. You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.