AccountId: 011433970860
ContactId: 68a06306-c3ab-4b2f-bf40-769366a02069
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 751330 ms
Total Talk Time (AGENT): 276143 ms
Total Talk Time (CUSTOMER): 154224 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/68a06306-c3ab-4b2f-bf40-769366a02069_20250210T16:49_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How you doing?
[AGENT][POSITIVE] I'm doing good, love. How about yourself?
[CUSTOMER][POSITIVE] I'm here, uh, on this beautiful Monday, chilly Monday.
[AGENT][NEUTRAL] Yeah, it was chilly one. I know quite a difference, isn't it?
[CUSTOMER][POSITIVE] It is, uh, almost springtime, but then it just got really cool. It's like, OK.
[AGENT][NEUTRAL] I know, right? What you got for me this morning?
[CUSTOMER][NEUTRAL] Um, I have Ms. [PII] on the phone. She's calling about the letter that you had sent to her, uh, about her premium, and she said she received one letter, uh, from one policy, but she said you put the wrong policy number on there, but
[AGENT][NEGATIVE] Yeah, I did and I called back and I thought I sent it again. Did I not send it again?
[AGENT][NEUTRAL] I can help her.
[AGENT][NEUTRAL] Alright, give me the number. I don't remember. I slept since then. It was Friday. I remember sending them, but I don't remember her numbers.
[CUSTOMER][NEUTRAL] It's 59,380.
[AGENT][POSITIVE] OK, I'm ready for, you can send her to me.
[CUSTOMER][POSITIVE] Awesome, awesomeness, and I verified all her information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright sweet P have a great day.
[AGENT][POSITIVE] You too, love. Thank you.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] in the customer service department. How are you doing today?
[CUSTOMER][NEUTRAL] OK, I spoke with you last week.
[AGENT][NEUTRAL] Yes, ma'am, you did, and Ms. [PII] did inform me why you were calling today. Um, did you happen to see the, I sent 3 emails because I caught what I did that I had put the wrong number on there, um, and I sent 2 more emails behind that email, so you didn't get those.
[CUSTOMER][NEUTRAL] Oh gosh, well, I saw 2 I believe uh.
[AGENT][NEGATIVE] It should have been 3. I tried to recall one of them, but it looks like you got the one I was trying to recall.
[CUSTOMER][NEUTRAL] I just
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, I got the one that is for $108 a year, but it has the wrong.
[AGENT][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Uh, contract number, yeah.
[AGENT][NEUTRAL] OK, let me pull these up again. Let's just make sure I did everything correctly. Give me just a second, Miss [PII].
[AGENT][NEUTRAL] OK, I see what you're saying now let me resend this to you.
[AGENT][POSITIVE] Let's make sure I got my dates. Bear with me.
[AGENT][POSITIVE] And I apologize for the convenience, inconvenience of that. I was trying to get him to you quickly.
[CUSTOMER][NEUTRAL] Well, I understand.
[AGENT][NEGATIVE] I know how it is as far as getting things situated for taxes. It's, it's a dreads some time of year because you got so much you have to do.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, so I'm gonna redo that one I'm gonna redate them too since I'm resending them out that way there won't be an issue in case your accounting personnel wants to know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, keeping them on the same dates will help keep your record straight too.
[CUSTOMER][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] All right. Let me resend this one and this one I'm sending now is gonna be your cancer policy.
[AGENT][NEUTRAL] And that was the one that I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Um, that was the one that I think I, yeah, I transposed the numbers and it really should have been your cancer information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well
[AGENT][POSITIVE] I'm gonna send both of them again just to make sure everything's right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, now, yeah, the um.
[CUSTOMER][NEUTRAL] Intensive care policy is the 59,380.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and that is the $108 per year.
[AGENT][NEUTRAL] Yes, ma'am. Your cancer policy is a little bit more expensive, um, and generally they're more expensive because they have more benefit than your intensive care. They cover a little bit more.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's 863 28 per year.
[AGENT][NEUTRAL] Yes, ma'am. And that's 71.94 a month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And that policy number is 594283.
[AGENT][POSITIVE] Yes ma'am, and that's the one I'm gonna send you first now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] OK, I just sent that one and if you'll give me just a second, I'm gonna fix your intensive care, too.
[AGENT][NEUTRAL] And if it's not too much trouble, I just wanna make sure you've got them so if you have a moment to stay on the line to make sure that they are in fact what you need.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh OK hang on here.
[CUSTOMER][NEUTRAL] It's gonna take me a minute.
[AGENT][POSITIVE] OK, that's fine. Take your time, Ms. [PII]. I just, I wanna make sure you got everything from me, um, so it doesn't, you don't have to call me again, of course, and to make sure everything's OK. Everything's OK for you, um, cause I don't want you to be heading up there to get your paperwork done and you realize something else is wrong, unfortunately.
[CUSTOMER][NEUTRAL] Yeah, I unders sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it may take a minute because sometimes it moves a little bit slow.
[AGENT][NEUTRAL] OK, I just sent the intensive care one again as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I'm not looking at the letter I am looking at uh the uh.
[CUSTOMER][NEUTRAL] Cover letter
[AGENT][NEUTRAL] The email letter, I mean, the, the email description, there should be an attachment.
[CUSTOMER][NEUTRAL] Yes, the one that.
[CUSTOMER][NEUTRAL] Oh OK, but I.
[CUSTOMER][NEUTRAL] Just wanted to make sure that you're aware of this.
[AGENT][NEUTRAL] Right. You're not gonna get the letter in the email. It's got to be attached separately.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I know. How did you send these anyway? What?
[CUSTOMER][NEUTRAL] Cause I had a devil of a time printing.
[AGENT][NEUTRAL] Um, they're in a Word program as far as your generic word software program is how they were.
[AGENT][NEUTRAL] But how they were first laid out. Um, are you doing it on the phone?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] No, no, uh-huh.
[AGENT][NEUTRAL] No, on your computer. Yeah, because sometimes if I, if I get a Word document or PDF on my phone, I have to convert it to Microsoft in order for me to be able to see it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh goodness gracious.
[AGENT][NEUTRAL] Now, do I need to send them PDF? Would that be easier for you?
[CUSTOMER][NEUTRAL] I, it, it would be, yes.
[AGENT][NEUTRAL] OK, let me try that. I can convert them.
[CUSTOMER][NEUTRAL] That
[AGENT][POSITIVE] That is not a problem.
[AGENT][NEUTRAL] And I might, what I can do is probably attach both of them. Let's see if it'll let me do it.
[AGENT][NEUTRAL] It's converting it right now, so give me just a second.
[AGENT][NEUTRAL] OK, I got that one.
[AGENT][NEUTRAL] Let's convert this one.
[AGENT][POSITIVE] To make it easier on you. I'm gonna put them in.
[AGENT][NEUTRAL] One email, so bear with me, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see if that works for you, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it hasn't come through yet. There we go.
[CUSTOMER][POSITIVE] OK, that looks good.
[CUSTOMER][POSITIVE] Looks good, thank you for doing that.
[AGENT][POSITIVE] Oh, no problem. Thank you for your patience and your understanding, and I apologize again for everything. Is there anything else I can help you with, Miss [PII], before you go?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] I, I think we're all finished now.
[AGENT][POSITIVE] OK. Well, I hope everything gets straightened out for you and I hope you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.