AccountId: 011433970860
ContactId: 5c5ceedc-fea1-4e82-9812-e30b53112aaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359109 ms
Total Talk Time (AGENT): 142433 ms
Total Talk Time (CUSTOMER): 93651 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/5c5ceedc-fea1-4e82-9812-e30b53112aaf_20250123T15:49_UTC.wav
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[AGENT][NEUTRAL] Hello, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling in reference to uh, I still haven't received a statement yet.
[AGENT][NEUTRAL] Um, OK, well, I tell you what, let's get you figured out here. Let's see. What is your number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Your group number?
[CUSTOMER][NEUTRAL] Oh, the group number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 565649.
[AGENT][NEUTRAL] And your group's name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I guess I'm not familiar.
[AGENT][NEUTRAL] What's your name, sir?
[CUSTOMER][NEUTRAL] My name, OK, [PII].
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Who do you work for, Mr. [PII]?
[CUSTOMER][NEUTRAL] I was working with the state, Arkansas State Police.
[AGENT][NEUTRAL] Oh, I see. Are you're no longer with them, have you retired and you're, um, direct, directly billed booth? Oh, OK. I apologize. You got group billing so I just assumed and I shouldn't have done that. OK, let's see here.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm retired.
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, here. What is your social security number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, here we are.
[AGENT][NEUTRAL] And just one other piece of information, could you, oh, could you verify your um.
[AGENT][NEUTRAL] Your um mailing address, please.
[CUSTOMER][NEUTRAL] OK, yeah, I had called it should be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes sir, that's what I have OK and you said you did not receive an invoice?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] So the last
[CUSTOMER][NEUTRAL] normally receive it, you know, first part of the month.
[AGENT][NEUTRAL] Oh, I see. The last one I see.
[AGENT][NEUTRAL] It was in December, so that was the [PII] invoice.
[AGENT][NEUTRAL] It doesn't look like it has been billed yet for January. Did you receive the December invoice?
[CUSTOMER][NEUTRAL] I normally I normally pay it uh quarterly.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] But I haven't, I haven't received.
[CUSTOMER][NEUTRAL] Anything since uh
[CUSTOMER][NEUTRAL] The last time I paid it
[AGENT][NEUTRAL] I see, OK, yes sir, I do see that um let's see if I can find that invoice real quick.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm not sure if I'll be able to because I'm on the the group building side like when you're still with the department so let me see if I can find it if not I can definitely get you to the person that can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see here.
[AGENT][NEUTRAL] OK, I'm not able to pull that up. Give me one second. I'm gonna get you over to our customer service department and they should be able to help you out with that, OK? Just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, alright, thank you, ma'am.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] Um, well, I have a Mr. [PII] on the phone. He did not receive the last invoice, uh, his quarterly invoice for his policy, and, uh, I'm not exactly sure how to do that for individuals. I looked in like invoices, but I think I can only see like group invoices.
[CUSTOMER][NEUTRAL] OK. Um let me see the policy number.
[AGENT][NEUTRAL] It is 653-534.
[CUSTOMER][NEUTRAL] Alright then give me just a second to pull it up.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes, ma'am. I have verified him. I just realized that I did not verify his callback number, but um I did verify him.
[CUSTOMER][NEUTRAL] Alright, OK, he is in quarterly payment.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm. Did he recently?
[CUSTOMER][NEUTRAL] Uh, supported his policy.
[AGENT][NEUTRAL] I apologize. I did not ask.
[CUSTOMER][NEUTRAL] OK, because we don't have any bank information. Um.
[CUSTOMER][NEUTRAL] Probably that's why. It was only changed, but we didn't receive any bank bank information. That's probably we didn't send anything about his payment.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] Mhm. Um, I can go ahead and take it.
[AGENT][NEUTRAL] OK, give me one second, I'll get you over to him.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] This is [PII] again. I've got [PII] on the phone. She's gonna help you out with this policy, OK?
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][POSITIVE] Yes, sir. Thanks for calling ATL. I hope you have a great rest of your week.
[CUSTOMER][NEUTRAL] Oh, you do say.
[AGENT][POSITIVE] Thank you. Bye-bye.