AccountId: 011433970860
ContactId: 597c7139-b218-41c6-98da-f7f6763a9a6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344519 ms
Total Talk Time (AGENT): 136606 ms
Total Talk Time (CUSTOMER): 191700 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/597c7139-b218-41c6-98da-f7f6763a9a6e_20250429T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling from [PII]. Let me give you my policy number and I, if you can pull me up on the screen if you will, 025.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 354488
[AGENT][NEUTRAL] Thank you. Give me just a moment while I pull your information up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, sir. Uh, Mr. Mr. [PII], can we do a quick verification starting with your date of date of birth and then your address, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] [PII] is [PII] [PII].
[AGENT][NEUTRAL] Uh, I'm sorry. One second, please. OK, so that date of birth again, I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh [PII], uh-huh, yeah.
[AGENT][NEUTRAL] Alright, thank you. And your address please sir, one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the last bit of information, Mr. [PII], may we verify your phone number and then your email address please, sir?
[CUSTOMER][NEUTRAL] You know my phone number is [PII] and my email is that you have should have is [PII].
[AGENT][POSITIVE] All right, thank you. And how may we help you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, I, I received a, a form and I've already mailed that in once before. Can, uh, maybe this thing crossed in the mail, uh, but what are you showing on this thing?
[CUSTOMER][NEUTRAL] It because see I'm, I'm, I, yeah, uh, uh, see I sent a check in and, and that form that that, uh, uh, because you mailed this out to me once before and I filled it out with the check. I called to get the premium and, and I'm just see if there's anything else I need to do.
[AGENT][NEUTRAL] What am I showing on your
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] I'm not showing any premium has been received from.
[AGENT][NEUTRAL] going way back, um, did you check to see if your, your check it cleared the mail?
[CUSTOMER][NEUTRAL] No, no, no, I haven't, and, and that's what I'm thinking that maybe my whole form, yeah, no, I don't, I don't know if it has or not. I didn't even check that, but I got the same form that I got back in January or February, and then you know I.
[AGENT][POSITIVE] I mean, clear, cleared your bank. I'm sorry.
[CUSTOMER][NEGATIVE] Fill that out and you gave me the premium on the phone and and I just, I mailed the annual premium in uh on uh how you can pay it. I can't remember but but what do you guys accept but what was it on? It was sort of odd but um on a check deal what was it.
[CUSTOMER][NEUTRAL] You had to put, I can't remember but I didn't put on bank draft uh.
[AGENT][NEUTRAL] OK, so you
[CUSTOMER][NEUTRAL] What what what's your motor payment?
[AGENT][NEUTRAL] Um, you can pay quarterly, semiannually or annually or do a bank draft, and that's monthly. That's the only way you pay monthly.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, it's, yeah, yes, it's so that I, I was, I was sending them annually is what I was doing. I just, on the one that the bill once a year. Uh, what, what is that? What did I do this all over again, do you think?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not sure that we received your information, Mr. [PII], um.
[AGENT][NEUTRAL] So when did you send this in?
[CUSTOMER][NEUTRAL] Oh, it was probably I don't have my checkbook with me. It was probably 3 or 4 weeks ago.
[AGENT][NEUTRAL] OK, so excuse me.
[CUSTOMER][NEUTRAL] Maybe, maybe 2 weeks ago, maybe 2 weeks ago, I don't know.
[AGENT][NEUTRAL] OK, maybe just that we haven't received it. When it's mailed, it can take.
[AGENT][NEGATIVE] You know, a couple, couple of weeks, 2 or 3 weeks sometimes. It may be just that we have not received it.
[CUSTOMER][NEUTRAL] What, what
[CUSTOMER][NEUTRAL] Yeah, that's why I'm, but, but what I, I, I'm OK to wait a week or two, am I right? And, and then call back. You think it was what I should do to give you a chance to uh.
[AGENT][NEUTRAL] I would check your bank to make sure that check is not cleared because I'm not showing that we've received anything. Um, if it has not cleared, I would give us about another week if it has cleared you need to call us because we didn't receive that check it's not showing in our system.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK, so, so we'll wait another week and, and then call you back and, and if it's not clear by then then just send another check, is that what you're thinking?
[AGENT][NEUTRAL] Well, I would, you will need to resend that bank, that, that form, not bank draft, but the, the form that you completed as well.
[CUSTOMER][NEUTRAL] Something like that.
[CUSTOMER][NEUTRAL] Uh, no, no, I've got the, I got, I've got the, I, I've got the, uh, the form again. I got, uh, yesterday's mail, uh.
[AGENT][NEUTRAL] Oh, so that's why because we hadn't received it. OK, so they remiled it to you then. OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, they mailed it to me again, yeah, and, and I, I just don't wanna have to duplicate myself twice is what I'm saying.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Right, yes, sir. Um, let me give you an email to go ahead and complete that form and can you have access to emailing the form in to us, Mr. [PII]?
[CUSTOMER][NEUTRAL] What what.
[CUSTOMER][NEUTRAL] No, I'm, I'm, I'm gonna mail it with, with the check if I have to redo that. I think what I'm gonna do, I'm gonna give it another week and then call back and, and, and then that way I, yeah, and then because I, I'll send it right after that, OK, but let me, let me do that then, OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Uh, yes, sir.
[AGENT][NEUTRAL] OK, wonderful. Yes, I do check your bank and make sure it's not cleared.
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will. Thanks. Bye bye.
[AGENT][POSITIVE] All right. Well thank you for calling AP and you have a wonderful day, sir.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.