AccountId: 011433970860
ContactId: 4ad60df8-a62c-4c95-9792-dac40a0b96dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 630030 ms
Total Talk Time (AGENT): 148792 ms
Total Talk Time (CUSTOMER): 126404 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/4ad60df8-a62c-4c95-9792-dac40a0b96dc_20250115T13:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to to check on. I haven't received a statement.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I normally have one by now.
[AGENT][NEUTRAL] What type of statement?
[CUSTOMER][NEGATIVE] Uh, for, uh, cancer.
[AGENT][NEUTRAL] You mean like an explanation of benefits or?
[AGENT][POSITIVE] it's your premium
[CUSTOMER][NEUTRAL] No, ma'am, I'm talking about uh well yeah the make a payment.
[AGENT][NEUTRAL] OK, got it. What's your name, sir?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] And do you have your
[AGENT][NEUTRAL] Do you have your policy, OK, let me have that.
[CUSTOMER][POSITIVE] Yes ma'am I do.
[CUSTOMER][NEUTRAL] 01653534
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if you can verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And I'm not sure if I changed.
[CUSTOMER][NEUTRAL] My address, but.
[AGENT][NEUTRAL] [PII], hold on one
[CUSTOMER][NEUTRAL] My old address is
[AGENT][NEUTRAL] [PII], sorry, hold on a second. Give me your policy number again. I may have written it down wrong.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] 01653534.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK that's coming up under somebody else.
[AGENT][NEUTRAL] Go ahead and spell your last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Sales, OK, let me see.
[AGENT][NEUTRAL] OK, I'm showing it's just [PII], yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And so you verified your date of birth. What's your mailing address?
[CUSTOMER][NEUTRAL] OK, I'm not sure if I my old mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's the one that we have on file. Did has it changed?
[CUSTOMER][NEUTRAL] OK, yes ma'am, it has.
[AGENT][NEUTRAL] OK, and what do we need to update it to?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your city is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. We can get that updated for you.
[AGENT][NEUTRAL] And you said that you've not received your billing statement is what I believe you're inquiring about.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, let's see, it could be because of the address. Give me a second.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Have you paid this over the phone before?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] What's your email address, [PII]?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so we have your email, your address, I mean updated.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Trying to locate your bill for you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, when was the last bill that you received? Was it for [PII]?
[CUSTOMER][NEUTRAL] Uh, I pay it quarterly. It was for, uh, I paid it back in [PII].
[AGENT][NEUTRAL] OK, so now you're due for January, February and March?
[CUSTOMER][NEUTRAL] January. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I was, I'm going to request that the bill be mailed out to you, um.
[AGENT][NEUTRAL] And I'll get this request over today for that to take place to the address that you updated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you have any other questions I could assist with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Here we go. Alright, we'll get that uh request made today and then you should be receiving it in the mail shortly.
[CUSTOMER][NEUTRAL] OK, so now, uh, since you got my email would I.
[CUSTOMER][NEUTRAL] Receive an email letting me know also that it's due or?
[AGENT][NEUTRAL] And we get, well, it's usually it's usually via mail um I was going to email it to you but I did not see the January month in your file.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and so I have to request that it be uploaded into your policy first.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, OK, what about I know that you had because I didn't, I didn't, is this something new that you uh that actually start happening because I didn't realize you can actually pay it over the phone.
[AGENT][NEGATIVE] Yeah, you can, you can't.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah, I was just reading some notes in the in the system.
[CUSTOMER][NEUTRAL] And I guess
[CUSTOMER][POSITIVE] Oh, OK, OK, well, OK then, uh, I appreciate your help.
[AGENT][NEUTRAL] But we can
[AGENT][NEUTRAL] We can get it. You're welcome and we'll get it, um, do you want it emailed over to you or?
[CUSTOMER][NEUTRAL] Yes ma'am, email, email would be fine.
[AGENT][NEUTRAL] OK, alright, we'll email it to the request that it be emailed to the address that you have on file, OK?
[CUSTOMER][POSITIVE] OK, that sounds great.
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Alright, any other questions, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yes ma'am, you do the same thanks.
[AGENT][NEUTRAL] Um bye bye.
[CUSTOMER][NEUTRAL] Bye.