AccountId: 011433970860
ContactId: 6514c438-d17b-49d4-92c1-01acb408dae8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 689299 ms
Total Talk Time (AGENT): 254305 ms
Total Talk Time (CUSTOMER): 193966 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/6514c438-d17b-49d4-92c1-01acb408dae8_20250314T13:33_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, how are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] I'm good so
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I've been calling in and working with people and.
[CUSTOMER][NEUTRAL] Making sure trying to make sure we keep the uh policy active and uh I think I just recently made a payment and then I got something from the agent here saying something that there was a cancellation issue so I wanna check up on that. Can you help me with that?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, sure, I'll try if I can. We get somebody that will, OK? Uh, let's see what we can do. All right, and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And Mr. [PII], may I have the group number?
[CUSTOMER][NEUTRAL] 21089.
[AGENT][NEUTRAL] Uh, thank you. And may I have the name of the group and the mailing address for verification?
[CUSTOMER][NEUTRAL] Top of the line management [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bear with me just a minute let me go through the notes really quick, OK?
[CUSTOMER][NEUTRAL] Right, yeah, sure.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the last payment you submitted?
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] What is the last payment you submitted? Is it the one that was sent over to the online service center?
[AGENT][NEUTRAL] Was it the one we took my phone?
[CUSTOMER][NEUTRAL] Uh, it was
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] $1200 on 33.
[AGENT][NEUTRAL] OK, see if I got any other notes.
[AGENT][NEUTRAL] All right, so you're basically um assuring that it's not gonna be terminated?
[CUSTOMER][NEUTRAL] I, I wanna make sure if you guys are getting ready to terminate.
[AGENT][NEUTRAL] OK. OK. So let me go ahead, yeah, it looks like I'm gonna have to do a couple of calls just to make sure we get the information correctly. Um, I probably will have to transfer to one of them, but I'm gonna make sure I transfer to the correct one before I do so, OK? So if you don't mind holding for me, let me go ahead and get some information, OK? Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? Good morning. This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a group in the line and I have um some questions. I'm not.
[AGENT][NEUTRAL] really sure if, if I need to transfer it to you or not yet, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I have group number 21089.
[AGENT][NEUTRAL] And it looks like he was just informed by his, um, by the agent that the policy may terminate because of the premiums, but he said he just submitted a premium not long ago on the [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, the [PII] paid the December invoice.
[AGENT][NEUTRAL] And he
[AGENT][NEUTRAL] OK, and he wanted to know if um that's still the case that it may be terminated.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I spoke to him back at the end of January.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And he got the November paid.
[CUSTOMER][NEUTRAL] Um, and then.
[CUSTOMER][NEUTRAL] Someone spoke to him at the end of February.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And called.
[AGENT][NEUTRAL] Yeah, it looks like, yeah, it looks like it's more like payment stuff. That's why I'm like, I think it's gonna be paying, but let me make sure because, yeah, I, I went through the notes and I'm like, it looks like it's a billing payment issue with them.
[CUSTOMER][NEUTRAL] And several times that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This might end up needing.
[CUSTOMER][NEUTRAL] A call back because he's called at least every month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To see if he could get a little bit more time and now that
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, take his um take his informa it's [PII] on the phone?
[AGENT][NEGATIVE] Yeah, mhm, it's burning. Mhm.
[CUSTOMER][NEUTRAL] OK, get his, get his information and just IM it to me or email it to me and let me get with [PII] because again he's called, he's called at least once or twice every month asking for more time to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To get payment in.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And I just don't know, yeah, I'm gonna have to get with [PII] to see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What we need to do because we now have they just paid the December and yeah um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yeah, um, get his information and send it to me and let me get with [PII] and see how she wants to handle it because.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean they've had more than enough time to get these invoices called up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you want me to email it to you or IM it to you?
[CUSTOMER][NEUTRAL] Either one's fine, yeah, just, uh, just assuming, um, [PII]'s name and his callback number, and I'll get I'll I'll get with [PII] to see and see how she wants me to handle it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so I'm just gonna tell him that we're gonna uh review and research and give him a call back. OK. OK dokey. No, thank you. You're welcome. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Yes, yes, yes. All right, thank you. Thanks. Bye.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so I spoke to the billing department and they're gonna get with the customer service department and they're gonna review and research and then they will give you a call back at this point. Is that OK?
[CUSTOMER][NEUTRAL] Well, yeah, but I, I don't understand they don't know if they've, uh, they're planning on terminating the policy or not.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, that's why they're gonna talk to each other and that's why I told you in the beginning that I might need to do a couple of calls because it's in between, um, billing department and customer service, so they need to get together and see what what's gonna be uh their decision on what to do if if they're just gonna go ahead and um they will explain everything once they call you, but they need to get together and come to see what they're gonna do about this policy, if any.
[CUSTOMER][NEUTRAL] Well, I, I don't want to terminate it, so if I need to be getting a payment together, right, uh, but I, I was waiting on from my last call. There were some adjustments that were made and I'm looking at the invoices online. It looks like they've been made, so there's 3 open invoices and uh if I need to get one of them paid or something then I'll, I'll.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Figure that out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, and, and she's aware of that. We, we went through all the notes and everything and she said that she just needs to go a little bit more to the notes and make sure that what customer service has on their end so they, they know exactly what to tell you what to do, OK? So she, she just needs to go over all the notes and everything before she gives you an accurate answer, OK?
[CUSTOMER][NEUTRAL] So you have
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright, you have what number they're calling me back at?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have the one you just provided to me in the beginning, but if you have another one, you can go ahead and give it to me. Um, but I got the [PII].
[CUSTOMER][NEUTRAL] No, they're not
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, that's where I need you to call.
[AGENT][POSITIVE] OK, so that's why they need to call, yeah, and she's gonna be calling you today they're just right now they're she needed to call customer service and just get like everything so they can give you a call back, OK? So um I'll go ahead and tell her to call you back at that number, OK? Is there anything else I'm gonna help you with today? Anything else I need to let them know?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK, you're welcome, Mr. [PII], and thank you for calling APL. Have a good weekend.
[CUSTOMER][POSITIVE] All right thanks you too bye.
[AGENT][POSITIVE] You're welcome. Bye. Thank you.