AccountId: 011433970860
ContactId: 56697167-da88-4c9a-8928-5e94073c6437
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299529 ms
Total Talk Time (AGENT): 162151 ms
Total Talk Time (CUSTOMER): 122267 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/56697167-da88-4c9a-8928-5e94073c6437_20250206T16:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I just would like to get a uh letter on your letterhead stating how much I pay in insurance premiums each year. This is for taxes.
[AGENT][NEUTRAL] OK, we can definitely help provide you a letter that indicates how much premium has been paid for the past year, but before we proceed, is it possible to get your name and a callback number, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Thank you for that, Miss [PII]. And do you happen to have your policy number so I can assist you further?
[CUSTOMER][NEUTRAL] Uh, yes, uh, let's see here.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Does 59,380 help you?
[AGENT][NEUTRAL] Sounds like it might be it. Give me just a second. Yup, that is correct. Can you verify your date of birth, Ms. [PII], and your mailing address, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. I'm showing we have a [PII] on your address. Is that correct?
[CUSTOMER][NEUTRAL] That's yes, that's, yes, yes, it is.
[AGENT][NEUTRAL] OK, just wanted to make sure. And one more thing for me, Ms. [PII], please, can you also verify your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh my gosh, [PII].
[AGENT][NEUTRAL] Thank you for that, and that is what we have on file. So I'm showing you have an intensive care policy, and we can definitely send you a letter that indicates the premium you paid in for the year, but it looks like you have two policies. Do you need them on both?
[CUSTOMER][NEUTRAL] I do, yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Um, what we can do is we can mail you the letter and we can also send you an email. It'll take about 15 or 20 minutes, Ms. [PII], but I can send you the letter via email and then, of course, you'll get it by mail within 5 to 7 business days.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, that's wonderful, thank you.
[AGENT][NEUTRAL] No problem at all, Ms. [PII]. And we're also gonna archive the information just in case if you ever need it sometime later this year, it's available to you as well. Um, is there anything else I can help you with before you go, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, except do I need to give you the premium number for the policy?
[AGENT][NEUTRAL] I have it pulled up this morning. Yes, ma'am. Um, your information's conjoined by your social in here, so we've got a system set up to where we can view everything that you have, which is beneficial to both helps us and y'all, um, but I will get that.
[CUSTOMER][NEGATIVE] not the premium.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so the email that's gonna be going out, it's gonna be coming from [PII], and it will have two separate attachments, of course, um, one letter for each policy that way they'll, there won't be any confusion on the, on what's going on with what.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now let me just verify because I talked to somebody several weeks ago uh about exactly how much I was paying and OK, on the intensive care policy it looks like I'm paying $9 a month or $108 per year.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] $9 a month is what you're um.
[AGENT][POSITIVE] Premium is for the intensive care, which, yes, you are correct. We just take that total and multiply it for 12 months, so that's 108 for the year.
[CUSTOMER][NEUTRAL] Right, OK, and the cancer policy is, uh, oh, I didn't have it down per month, but anyway, it was 690 uh 60.
[AGENT][NEUTRAL] Your cancer probably is 7194.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the calendar, OK, so 7194 for the calendar year, it would be $863.28.
[CUSTOMER][POSITIVE] Oh goodness, OK.
[CUSTOMER][NEUTRAL] More than I thought. 8 863, did you say?
[AGENT][NEUTRAL] Yes, ma'am. 863 28.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well I appreciate it.
[AGENT][POSITIVE] And that's gonna be included. No problem at all, Miss [PII]. Uh, well, it's been a pleasure speaking to you and again, you will be getting that email shortly. It's gonna be coming from [PII]. If there's nothing else I can help you with, I hope you have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome, thank you.