AccountId: 011433970860
ContactId: 461d8873-2fd2-40ad-9b28-66784d9fee9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430190 ms
Total Talk Time (AGENT): 145275 ms
Total Talk Time (CUSTOMER): 211283 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/461d8873-2fd2-40ad-9b28-66784d9fee9b_20250227T18:14_UTC.wav
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[AGENT][POSITIVE] Good morning. I'm sorry, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII], and I spoke to one several weeks ago, uh, because my husband had passed away and I did some adjustments on the billing, but I always pay my bill the end of [PII], and I've not received the bill this year. And so y'all sent me a packet, uh, I guess a new packet on policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 00767256 I didn't see a bill in there but I didn't receive a packet on the other policy 00532175.
[CUSTOMER][NEUTRAL] So I didn't know was I supposed to receive a packet on that and then also what about the notice of what's due now because I paid by annually.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And verify your date of birth, uh, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My email address is [PII] and my address is [PII].
[AGENT][POSITIVE] OK, thank you. And let me see what's going on.
[CUSTOMER][NEGATIVE] And when I got this packet, it said, you know, go on electronically. So I thought maybe the bill was out there. So I did that secured [PII], but there's nothing but where you file claims and stuff out there. I didn't see any notice of a bill.
[AGENT][NEUTRAL] OK, see, because I do show it looks like they had mailed a copy of that cancer policy, the 767256, um.
[CUSTOMER][NEUTRAL] Yeah, I got it but I didn't get the 532175.
[AGENT][NEUTRAL] Uh, give me one.
[CUSTOMER][NEUTRAL] And I figured if y'all were sending 1, you'd send 2.
[AGENT][NEUTRAL] See
[CUSTOMER][NEGATIVE] I thought, well, maybe they're combined, but no, they, they're not combined.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK one moment I'm just looking through here.
[AGENT][NEUTRAL] And you said you had not received the invoice.
[AGENT][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Of how much I owe. Now, I did receive checks for reimbursement from where there was a decrease in the amount, you know, of the policy, which I had already paid. So I've received some checks from y'all, but I know it's time for it to be paid again and I don't want it to lapse.
[AGENT][NEUTRAL] Uh, let's see, because it showed it up until March and let me, um, I'm gonna have to trans well, no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The last, well, the invoice I have with me in front of me was [PII]. This was the one I could pull, but I paid it um twice in [PII]. And it was always due [PII] of that year, and then it comes due.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] [PII], I think, or [PII], somewhere in there.
[AGENT][NEUTRAL] OK, give me one moment I'm just looking to see.
[AGENT][NEUTRAL] 22nd.
[CUSTOMER][NEUTRAL] And usually I don't get it until after it's already due.
[AGENT][NEGATIVE] Um, that's not good.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, cause
[CUSTOMER][NEUTRAL] And I guess it's because it's not taken out a paycheck or something, you know, when most people it's out of their paycheck.
[AGENT][POSITIVE] Exactly, yes, ma'am.
[CUSTOMER][NEUTRAL] I paid it in September, yeah.
[CUSTOMER][NEUTRAL] But when you retire they change things, you know, and.
[AGENT][NEUTRAL] It looks like this, trying to see when it was sent because it shows from the period of [PII].
[AGENT][NEUTRAL] And showing a due date of [PII]. So it looks like it has been sent, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just assuming you probably hadn't received it yet, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm just seeing you probably just hadn't received it yet because it looks like it had been sent, uh, maybe on the [PII], which was, well, technically, I guess.
[CUSTOMER][NEGATIVE] Oh well, it hadn't had time to get here. Give it another 10 days.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, well.
[CUSTOMER][NEUTRAL] And what about the other policy book? did they send one of those out or can you tell?
[AGENT][NEUTRAL] Uh, 321.
[CUSTOMER][NEUTRAL] On the 00532175
[AGENT][NEUTRAL] OK, give me one moment let me see.
[AGENT][NEUTRAL] OK, and it looks like that invoice has been sent for that one as well. So hopefully you should receive that soon. Looks like on the [PII], but let me look at this policy and see if it was sent.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I don't show a request, but I can definitely send a request for your policy to be mailed out to you for this looks like an intensive care plan.
[CUSTOMER][NEUTRAL] OK. I, I just thought it was strange, yeah, I thought it was strange. I received one book. I wasn't expecting one, but let's go ahead and get the other one so I have the updated, you know, with me.
[AGENT][NEUTRAL] Yes, ma'am, um.
[CUSTOMER][NEUTRAL] I have no idea where the old one is.
[AGENT][NEUTRAL] I'll definitely send a request, um, ask them to mail that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, and it's.
[CUSTOMER][POSITIVE] Well, I certainly appreciate your help today.
[AGENT][POSITIVE] You are welcome. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, now you said the due date was [PII] instead of [PII] since I just got those in the mail. So, OK. OK, thank you so much. You have a great day.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, you too, Miss. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Bye.