AccountId: 011433970860
ContactId: 645ecde9-5ae5-4933-99a9-8c773d135c51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461839 ms
Total Talk Time (AGENT): 146548 ms
Total Talk Time (CUSTOMER): 248917 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/645ecde9-5ae5-4933-99a9-8c773d135c51_20241230T22:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, this is, uh, [PII], and I just have a question.
[CUSTOMER][NEUTRAL] On um our premium.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Oh.
[CUSTOMER][NEUTRAL] We got, you know, we got the premium period has changed. It said, I mean it didn't say that, but it, it's usually every 3 months, but this was this from [PII] of 25 [PII] of 25, which would be 4 months, and they always did it quarterly before.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me check and see what's going on. May I have the policy number, Miss?
[CUSTOMER][NEUTRAL] It's 98.
[CUSTOMER][NEUTRAL] As in apple 0015.
[CUSTOMER][NEUTRAL] 381.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It might have just been a typo maybe I.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's under [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right. And may I have your date of birth for security?
[CUSTOMER][NEUTRAL] Um, his or mine?
[AGENT][NEUTRAL] Years.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And I need to verify the mailing address and a callback number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then the phone number would be.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, it is indicating that it's quarterly, but let me just check the customer service, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] Do I what?
[AGENT][NEUTRAL] Do you mind holding for me? Let me go with customer service and see, um, because it, it is indicating that it's quarterly, so let me check and see why is it, um, and you said it was from [PII] to [PII], correct?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] To [PII], yeah, which is, you know, that's 4 months.
[AGENT][NEUTRAL] I think.
[AGENT][NEUTRAL] Month, yeah. OK, one moment, let me get them on the line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][NEUTRAL] I'm fine, so. How are you?
[AGENT][MIXED] I'm good, I'm good. I mean, this cold is killing me, but I'm good.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, uh.
[CUSTOMER][NEUTRAL] Oh my [PII].
[AGENT][NEUTRAL] Yeah, it is what it is. um um I have.
[CUSTOMER][POSITIVE] Oh I hope you feel better soon.
[AGENT][NEUTRAL] Thank you. Um, I have a member on the line that, um, she said she received a letter about her premium due, um, and it is showing quarterly, but, um, she said that the information she received is saying from [PII] to 43025 and she's like that's 4 months, not 3 months, so can you help her with that?
[CUSTOMER][NEUTRAL] Oh, she must be a month behind. OK, what's that policy number, dear, or something? I don't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It it is, it is not, you know, that's the weird thing.
[CUSTOMER][NEUTRAL] Yeah, I I I said it out loud, even though I haven't seen the policy after I said it out loud, if she's paying in advance or whatever, what they, OK, good [PII], help me.
[AGENT][NEUTRAL] So I'm sure
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, OK. Policy number is 107673.
[AGENT][NEUTRAL] And that's what I thought too until I saw the page to date, which is 1125, so I'm like, hm, OK.
[CUSTOMER][NEGATIVE] Oh no, my stuff is acting up again. Hold on, already had to shut down and restart one time.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] Oh no, don't do this to me. I do not have time. I work 6 tonight and I got too much to do.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh, yeah, I know.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] OK, we do do we have [PII]?
[AGENT][NEUTRAL] Yes, is it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Gluten, mhm, yes, gluten.
[CUSTOMER][NEUTRAL] She only needs to pay for.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What did they send her?
[CUSTOMER][NEUTRAL] Got to be a type of.
[AGENT][NEUTRAL] That's what she's thinking too. She just wanna make sure it's a title. She's like, can you tell me? And I'm like, Well, let me get customer service just to make sure.
[CUSTOMER][NEUTRAL] Well, I don't see how that, I mean, they couldn't cancel her for not paying the extra month and she's paid advanced, you know, paid ahead anyway, you know, uh when she makes her January, February, March payment should be paid. So let me see if I can find some current course here we go 10 7 24 on last correspondence I see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I know you verified everything. Put Miss Miss [PII] on through, and I will do my best to help her.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, have a good day. Here you go. You're welcome bye bye.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][POSITIVE] Thank you for holding and being, being patient for Ms. [PII]. I got Ms. [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Miss [PII], this is [PII] in customer service. How are you today?
[CUSTOMER][POSITIVE] Oh, I'm good. Yeah, wonderful, and you got uh uh a strange little letter that is asking for an extra month, is that correct?
[CUSTOMER][NEUTRAL] Well, what it is, it's the same premium um notice that we we get usually I mailed them you know like before it's not due till the.
[CUSTOMER][NEUTRAL] Uh, let's do the 116 to 25, but it said the premium period was 11 of 25 to 4:30 of 25 and it's always been quarterly so and that wouldn't be quarterly, that'd be, you know, for for 4 months. Yes ma'am, I think our I think our computer system just had a little moment there.
[CUSTOMER][NEUTRAL] Um, you, you are set up for quarterly, yes, ma'am. I am looking at it for 634 $634.44.
[CUSTOMER][NEUTRAL] Yeah, mhm. Yes ma'am, that's all you're due for and then I pay you January, February and March. They must have had a little glitch or something let me look at your notes real quick.
[CUSTOMER][NEUTRAL] Yeah, that's what I thought it was just a typo or something and then I had another question too, you know, he's in, um, his medicines are totally covered now they're he's in catastrophic stage.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Yeah, and so they, um, I guess he's reached that, you know, on Medicare so they don't cover our premium doesn't cover anything now, correct?