AccountId: 011433970860
ContactId: 69694251-5785-4a95-8880-c04f77d8b7b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412760 ms
Total Talk Time (AGENT): 170167 ms
Total Talk Time (CUSTOMER): 218301 ms
Interruptions: 7
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/69694251-5785-4a95-8880-c04f77d8b7b8_20250307T13:56_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I spoke with [PII]. Is she available to speak with?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] May I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ms. [PII], give me just one second. I'm checking to see if she's available.
[AGENT][NEUTRAL] And do you have your policy number available?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, but she was able to pull it up for me. I'm legally blind, so to read it off the form would be difficult.
[AGENT][NEUTRAL] All right, not a problem. We can get that. Let's see. Uh, did you speak with her this morning?
[CUSTOMER][NEUTRAL] Yeah, but maybe not even 10 minutes ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well let's, I'm checking to see if she's available for you. One moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I sent her a message seeing as she replies to see if she's.
[CUSTOMER][NEUTRAL] Oh, got you.
[AGENT][NEUTRAL] At her desk.
[AGENT][NEUTRAL] You're doing all right today?
[CUSTOMER][POSITIVE] Doing pretty good as long as I can get all this stuff straight.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sometimes insurance is just a a big old different animal, isn't it?
[CUSTOMER][NEGATIVE] Well, the thing is I'm not getting the bill and uh.
[CUSTOMER][NEUTRAL] And this happened earlier in the last year, so I checked on it this morning and um it lapsed and then so she she told me that and I told my daughter sent the payment so I wanted to let her know we sent the second payment to to you know so that that'll all be covered when they reinstate it. She said they'll reinstate it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll tell you what, while I'm waiting to see if she's available, um, I can look up your policy by your social. Would that be OK?
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] OK, sure. You ready?
[AGENT][POSITIVE] And that number, I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Are you in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Are you in [PII]?
[AGENT][NEUTRAL] I'm not.
[CUSTOMER][NEUTRAL] You said that like it was like, oh yeah I am.
[AGENT][NEUTRAL] I'm not. It's just that um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I had some family living in.
[CUSTOMER][NEUTRAL] I was like, oh, she's surprised. I'm OK, so that's why that's surprise.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh.
[AGENT][POSITIVE] We had some uh family living in [PII] and visited. It's a beautiful place.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, well, thank you.
[AGENT][NEUTRAL] And this is on a dental policy? Yeah.
[CUSTOMER][POSITIVE] We call it home, yes.
[AGENT][NEUTRAL] OK, and I'm sure she verified all of your information earlier.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] She has not answered.
[CUSTOMER][NEUTRAL] I'm legally fine in my.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] I'm just checking.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She basically let me know once the payment received that they reinstate it and I just wanted to let her know that I sent, I had my daughter send another payment so it'll cover the next quarter also.
[AGENT][NEUTRAL] Oh, OK. Well, I can notate the policy if you, if you'd like, and because she is not answering, she must not be at home.
[CUSTOMER][POSITIVE] It's great.
[CUSTOMER][NEUTRAL] Yeah, the next.
[CUSTOMER][NEUTRAL] Yeah, and that's all I wanted to let her know, um, she said she'd be looking out for the payment and I told my daughter to go ahead and send the second payment so it'll cover the next quarter.
[AGENT][NEUTRAL] OK. And just so, um, before I notate this policy, can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Just wanna make sure we get you taken care of and.
[AGENT][NEGATIVE] Protect your information I don't wanna.
[CUSTOMER][POSITIVE] Thank you. Right.
[AGENT][NEUTRAL] Put that on a different one.
[CUSTOMER][NEUTRAL] Because it's so much crazy going on.
[AGENT][NEUTRAL] So much. I tell you what, we have to be.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Double careful and triple careful. And, and we do care about protecting your information. So I know sometimes that verification process is like, oh here we go again.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh no, no, no, no, no, no, I work, I worked in social services so I know.
[AGENT][POSITIVE] But it is for your protection.
[AGENT][NEUTRAL] Oh, you know, don't you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yes, I know, but I don't understand why I'm not getting the bill, um.
[AGENT][NEUTRAL] Well, I
[CUSTOMER][NEUTRAL] That's why I paid it early, um, in September or October, and then just kind of slipped my mind. And then what happened, uh, another policy bill came in and it was like two weeks later and I'm like, well, you check this and make sure this, uh, when's the last time you paid this when she was September, mom. I'm like, what? So I said let me call, but I'm so glad, um.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] That it only lapsed a few days ago and that we didn't taken care of before.
[AGENT][NEUTRAL] Well, there is an automatic withdrawal option if you want to sign up.
[CUSTOMER][NEUTRAL] I might have to go to that. I don't like doing it being retired, you know, they go.
[AGENT][NEUTRAL] Yeah, it, I don't need to.
[AGENT][NEUTRAL] Yeah, because it may take it out when you need that, that money. I know.
[CUSTOMER][NEUTRAL] but I might have to do it.
[CUSTOMER][NEUTRAL] You know, you know.
[AGENT][NEGATIVE] That's why I'm always scared of with dad. I'm like, uh.
[CUSTOMER][NEUTRAL] The art
[CUSTOMER][NEUTRAL] Exactly, exactly, just at that time you never know exactly. I may just have to put the the payment schedule in my calendar um and and try it that way, yeah, well I sure thank you but she said those two just minutes apart. I told her um to do it, uh, just now.
[AGENT][NEGATIVE] Mm. And then you're overdrawn.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Yeah, I do that too sometimes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that would be good and I'm notating the account that you also sent in payment for the next quarter.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. I have got that notated for you.
[CUSTOMER][NEUTRAL] You have a right, huh?
[AGENT][POSITIVE] I hope you do too. It's such a pleasure to assist you, Ms. [PII], and if you need anything, you don't hesitate to give us a call, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, well, I'll be calling back in maybe a week because it takes, it says 7 days, so I'll be calling after that and just checking on things if you don't mind.
[AGENT][POSITIVE] Just checking. Absolutely, that'll be fine. We'll be happy to.
[CUSTOMER][POSITIVE] Have a great one.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] Um bye bye.
[AGENT][NEUTRAL] Bye-bye.