AccountId: 011433970860
ContactId: 6628f4ac-e3da-498e-9874-c82bccdcf84e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225020 ms
Total Talk Time (AGENT): 89215 ms
Total Talk Time (CUSTOMER): 93122 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/6628f4ac-e3da-498e-9874-c82bccdcf84e_20250507T14:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII] how are you?
[AGENT][NEUTRAL] I'm good, [PII]. How are you this morning?
[CUSTOMER][NEUTRAL] I am good. Um, I have an insured on the line. It's uh [PII], his policy number.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's 65864.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's stating that he's received a bill for the other two policies, but he hasn't for the intensive care policy.
[CUSTOMER][NEUTRAL] And um I reached out to customer service uh because of the mode of pay, but they said to contact billing because uh billing posted the last payment.
[AGENT][NEUTRAL] So he's received it for school policies and not this one, is that correct?
[CUSTOMER][NEUTRAL] Um, she said that it
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I will start here.
[CUSTOMER][NEUTRAL] And [PII] said that.
[CUSTOMER][NEUTRAL] This policy wasn't due until [PII].
[AGENT][POSITIVE] Yeah, that's one. OK, yes, I'll be glad to help you.
[CUSTOMER][NEUTRAL] OK, here here he comes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mr. [PII],
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hey, this is [PII]. I'm working in the billing department. How are you doing this morning?
[CUSTOMER][NEUTRAL] Fine and you?
[AGENT][POSITIVE] I'm doing great, thank you. I understand you're calling on your um intensive care policy. You haven't, you haven't received a bill for it, is that correct?
[CUSTOMER][NEUTRAL] I believe so, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My wife and I usually get the bills, um, 3 of the pop.
[CUSTOMER][NEUTRAL] As best I can recall.
[AGENT][NEUTRAL] Yes, sir. Well, the reason you haven't received one for this one is because it's not due until [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, customarily we pay each invoice, um, at the same time and.
[CUSTOMER][NEUTRAL] So that that's that's why the question whether it was actually paid or there was a typo.
[AGENT][NEUTRAL] Yes, sir. It is actually paid. I see that it's paid. So it's not due until [PII]. So, a bill will not generate till.
[CUSTOMER][NEUTRAL] How long is the policy is the policy an annual policy?
[AGENT][NEUTRAL] Yes sir, it is.
[CUSTOMER][NEUTRAL] When was the last paid?
[AGENT][NEUTRAL] Uh, looks like it was paid in [PII] and that paid it up to [PII].
[CUSTOMER][NEUTRAL] Could you email me a copy of that?
[AGENT][NEUTRAL] I think I can um I'm not yet. I can let me verify your email. What is your email?
[CUSTOMER][NEUTRAL] Uh, it should be on my file.
[AGENT][NEUTRAL] Yes, sir. I just wanted to verify we had it right. [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's accurate.
[AGENT][NEUTRAL] OK, alright, I'll send, I'll send that to you, OK?
[CUSTOMER][POSITIVE] Thank you so much. um, and when, when, when is the calendar year start?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] The calendar year for this policy starts in May.
[CUSTOMER][NEUTRAL] I is the policy from [PII], or is it from when to when?
[AGENT][NEUTRAL] It's from your, your effective date was in [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][MIXED] Interesting. I just, I don't understand why this policy is different than it has been in the past.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Well, I can send you a payment history if that'll help you, I can email that to you.
[CUSTOMER][NEUTRAL] Yeah, uh, on all three policies if you would.
[AGENT][POSITIVE] OK, absolutely. We'll get that taken care of, OK? You're so welcome. You have a great day, OK. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.