AccountId: 011433970860
ContactId: 3fb7c944-109a-49dc-a6bf-d3750919c3f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220720 ms
Total Talk Time (AGENT): 100655 ms
Total Talk Time (CUSTOMER): 75366 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/3fb7c944-109a-49dc-a6bf-d3750919c3f1_20250401T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] in customer service. I have an insured on the line, uh, with policy number.
[CUSTOMER][NEUTRAL] 602
[CUSTOMER][NEUTRAL] 187.
[CUSTOMER][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I actually have a question about this. I'm not quite sure. Um, she is requesting us to send her a letter, um, with the amount of money she has paid on this, um, policy. Do we provide that to the insured?
[AGENT][POSITIVE] Oh gosh, that's a good question, um.
[AGENT][NEUTRAL] I've never heard of that before. Let's see.
[AGENT][NEUTRAL] Like the amount of premium she's paid?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] She said she's not expecting the, the, uh, any type of tax form, just the letter where we um pretty much say where um how much she has paid on the policy, but I, I, I'm not aware that we.
[CUSTOMER][NEUTRAL] Um, issue that type of documents or letters to email or mail.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] How does, how does service insured if they ask what the policy is paid to what's the date?
[AGENT][NEUTRAL] Well, I wonder if she can see that through the online service center. Surely she can see like her.
[AGENT][NEUTRAL] You know what I mean? like her premiums received, I would, I would think, right? I'm new, so.
[CUSTOMER][NEUTRAL] Oh, no. Um, I'm fairly new too, so I'm not quite sure.
[AGENT][NEUTRAL] Yeah, I, I would think on the online service center she should be able to see her premiums, what she's paid.
[AGENT][NEUTRAL] Um, there should be a place on the online service center. I would see if she can log in there. Let's see, what does it say? um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see what it says about that. Hold on a second.
[AGENT][NEUTRAL] For an individual.
[AGENT][NEUTRAL] I was seeing what they can.
[AGENT][NEUTRAL] Track claim status, file claims.
[AGENT][NEUTRAL] On a minute.
[AGENT][NEUTRAL] Because they can't pay on the online service center so.
[AGENT][NEUTRAL] That would make sense.
[CUSTOMER][NEGATIVE] No, they can't.
[AGENT][NEUTRAL] So I don't bet she could see that on there either.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can, uh, probably, I haven't heard of this before. I was trying to look up a guru card.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't see anything on the guru card.
[AGENT][NEUTRAL] Record of.
[AGENT][NEUTRAL] I'm trying to see if
[AGENT][NEUTRAL] You could find anything.
[AGENT][NEUTRAL] Policy very.
[AGENT][NEUTRAL] I wonder if group billing could help if or the billing department if um what's your mode of pay.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right, um, I don't want to have her holding for too long. Um, I would just, I'll.
[AGENT][NEUTRAL] Yeah, yeah, I would send her to the billing billing because they're the ones who accept payment and so I would think that they would have a record of it.
[CUSTOMER][POSITIVE] Um, OK. All right. Well, thank you. I will go, I will get back to her and, um, like, mhm. All right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Thank you.