AccountId: 011433970860
ContactId: 70caf831-c18a-44f9-919a-8bb60b2fe4e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1394650 ms
Total Talk Time (AGENT): 169064 ms
Total Talk Time (CUSTOMER): 754668 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/70caf831-c18a-44f9-919a-8bb60b2fe4e3_20250210T18:05_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, may I ask your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, OK. Uh, yes, I need to talk, I guess, to a supervisor.
[CUSTOMER][NEUTRAL] I know I'll probably have to tell you everything first before I can ever get to a supervisor, but someone was supposed.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yes, unfortunately.
[CUSTOMER][NEGATIVE] Someone was supposed to call me back.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEGATIVE] Last month and never did. So I would like to talk with someone with a little bit of authority.
[AGENT][NEUTRAL] Sure, um, before we go any further, uh, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, and then [PII] can I get a good call back number from you please in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number, [PII]?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00427719
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] Alrighty, and yes, just gonna verify some information really quick, [PII]. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address that we've got on file. Uh, looks like it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The first part of it is [PII] then [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that information [PII]. All right, and just so that I understand correctly, you were supposed to get a call back you said about a month ago, um, what was that regarding?
[CUSTOMER][NEUTRAL] OK, see, I'm having to tell you everything.
[CUSTOMER][NEGATIVE] Uh, I called and paid my, uh, my bill for the, I pay it yearly, and I paid it on my, my American Express card. And, uh, they said it was one price. I said it was supposed to be a different price. So I paid the higher price to make sure it was paid. I don't like maybe not paying the right amount.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I said, but I wanna know why.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The, the other price was given to, uh, you know, told to me. And, and she said she would, uh, call me. I, I paid it on [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And she was supposed to call me back on Monday, which was [PII]. I told her I had a, uh, a home phone with an answering machine on it. So if I was gone because I had to take my son to the doctor, I said, leave a message on it. There was no message, there was no email sent.
[CUSTOMER][NEUTRAL] Um, I don't do texting.
[CUSTOMER][NEUTRAL] And, uh, so I have waited a little over 2 weeks.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And nothing has been
[CUSTOMER][NEUTRAL] Done to tell me, you know, if they charge, charged the one price or if they charged the other price, did they.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Credit my account? Did they, I know they didn't mail me a, a check for the other.
[CUSTOMER][NEGATIVE] I still don't know why it was the lower price.
[AGENT][POSITIVE] Sure, OK, I completely understand. I'm so sorry about the confusion and of course that you haven't had anyone reach out to you, [PII], but I do appreciate you explaining that to me. um, bear with me for just a moment. I'm gonna put you on a brief hold and see uh what supervisor is available to help you out with this, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey [PII], I appreciate your patience. Bear with me just a couple more minutes, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hello. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hey [PII], OK, um, alright, so.
[AGENT][NEUTRAL] A
[AGENT][NEGATIVE] Oh, you're cutting out, [PII].
[CUSTOMER][NEUTRAL] So you told her how much it was, right? The plan for 80.
[AGENT][NEGATIVE] Sorry, you were cutting out there. Um, uh, just in short, she's, she's been friendly, she's not, um, you know, she's upset. She just wants to cut out the middleman and go straight to his supervisor, um, and she was not a big fan of having to repeat herself. um, so I just simply got what she was calling about and as soon as I could just hopped on.
[AGENT][NEUTRAL] To get a supervisor for her.
[CUSTOMER][NEUTRAL] OK, I see that that she paid 5'11 and it changed from 4. So what's she mad about?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well she doesn't understand I guess why it was different she said well she called to make the payment she wasn't told why it was different um and then she also didn't know if it went through or not she said she was told that the following Monday, which was the [PII], that she would be getting a call back um and she said that even if she was out she asked that they leave a voicemail and she said she never heard anything so she didn't know why it was different or if the payment went or if they took the payment.
[CUSTOMER][NEUTRAL] So it, [PII], is this correct? I'd really need to call her back and do a follow up with billing?
[CUSTOMER][NEUTRAL] As to why why it was changed.
[CUSTOMER][NEUTRAL] No, I mean, it was cha I mean insufficient check of.
[CUSTOMER][NEUTRAL] So it, it looks like she had her spouse passed away and so it dropped.
[AGENT][NEGATIVE] She said she was quoted the higher amount um again I see what's in the notes she didn't give me any numbers but that's it yeah and she said that's what she went ahead and paid but she wasn't sure if it actually did go through or again why it was different, and she's more upset that she didn't get the call back.
[CUSTOMER][NEUTRAL] The 5-11
[CUSTOMER][NEUTRAL] So [PII] took
[CUSTOMER][NEUTRAL] [PII] wrote NSF of check 5'11, and [PII] talked to her in October, [PII] in November.
[CUSTOMER][NEUTRAL] My goodness, you mean she doesn't know if the check cleared from back in November?
[AGENT][NEUTRAL] No, no, she's talking about this one for the [PII]. Yeah.
[CUSTOMER][NEGATIVE] No, what she's calling about is it used to, yeah, why is there a difference? She used to pay 511 and now she pays 480.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, this one, this person's talked to [PII] a few times.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's just get her story. Let's just do what [PII] and figure out, yeah, and then.
[CUSTOMER][NEUTRAL] And, and then we, we may have, may have to research.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] OK, did y'all need the uh her callback number?
[CUSTOMER][NEUTRAL] All right, send it to. [PII], do you want it or you, no, that's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, I'll, is it, I'll take it, but I'm gonna tell her we're gonna research it because I don't know where to go to see why it changed.
[CUSTOMER][POSITIVE] Yeah, I would, yeah, just tell her that it looks like that there's been previous, um, that you know you saw you see where it was was 5'11 and then it dropped down to 480 and that you'd be glad to get with the customer service supervisor and of that team and call her right back. OK, [PII], you can stay on too if you want, [PII]. Yes, we're all, we're all learning here.
[AGENT][NEUTRAL] OK, yeah, alright, so I'll just hit join and meet myself.
[CUSTOMER][NEUTRAL] Yeah, and, and it's her name [PII] who, who am I speaking with?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it
[AGENT][NEUTRAL] It is [PII], yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll put her through. Thank y'all.
[CUSTOMER][NEUTRAL] Hello, this is [PII] with APL. How can I help you?
[CUSTOMER][NEUTRAL] Uh, are you a supervisor?
[CUSTOMER][NEUTRAL] I am. My name is [PII]. I'm the supervisor of our customer care.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I told uh [PII] a while ago that, um, I, I have had a cancer policy. My, my husband and myself have had a cancer policy with you for years. And then he passed away and I have kept it. And on [PII], I called and paid it on my American Express card.
[CUSTOMER][NEUTRAL] And I thought it was supposed to be $511.20. She said it was $480 and I wanted to know why.
[CUSTOMER][NEGATIVE] And she didn't know and she couldn't seem to get an answer from somebody right away. So I said, well, I will pay the 51,120 to make sure I'm paying enough.
[CUSTOMER][NEUTRAL] And I said then find out why it was supposed to be the other and I said you can send me an email you I have a home phone you can call there and I've got an answering machine on it and you can leave that message.
[CUSTOMER][NEUTRAL] I had to uh take my son to a doctor's appointment so I said I may not be here, so leave a message, and of course there's the mail that uh something could have been sent. OK, I, she said, well, I will do that [PII].
[CUSTOMER][NEGATIVE] Which was 2 weeks ago today and uh I haven't heard anything not in email, not on the phone, not through the mail.
[CUSTOMER][NEUTRAL] Oh, I'm so sorry, Miss [PII]. That's, um, yeah, we need to, uh, we need to find out why there was a discrepancy and then, um, you know, get that information to you so.
[CUSTOMER][NEUTRAL] Here's what I'm going to have to do, Miss [PII]. I'm gonna have to get with our billing supervisor and find out what happened first and then I can give you a call back um I'd like to give you a call back today if that's OK.
[CUSTOMER][NEUTRAL] Yes, I might possibly not be here. I've got to go pick up something this afternoon, but, uh, is it OK if I leave a message on the machine?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then if you need more.
[CUSTOMER][NEUTRAL] Yeah, oh yes, I will I'll I'll um make sure you know who I am, um, and then if you still have more questions if I have to leave a message, uh, you can call me back so I'll leave my phone number on the message if you have any additional questions but um I need to get with uh [PII], our billing supervisor and find out what's going on with this, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now what is a good phone number that I can reach you or reach your machine today?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And you and I just want to make sure I've got this correct. You just wanna make sure that you understand why your premium went from 480, or I'm sorry, the opposite.
[CUSTOMER][NEUTRAL] Yeah, yeah, from 5:11 to 4 um.
[CUSTOMER][NEUTRAL] You paid 511.
[CUSTOMER][NEUTRAL] And that's what it normally.
[CUSTOMER][NEUTRAL] Right what it had been for years.
[CUSTOMER][NEUTRAL] And then now it's.
[CUSTOMER][NEGATIVE] Yes, and I finally received the bill for it. That's something I have complained about almost every year that the, and I know a person has a whole month to pay it. But I, me personally, I'm a little nitpicker. I want my bills paid, so, and especially since my husband passed away and it's just me, I want to make sure it's done. So, uh, but I usually don't receive the bill till [PII], and that's the day it's, it says that it's due.
[CUSTOMER][NEGATIVE] Well, now this bill says [PII], which is not what it used, used to say, but anyway, uh, I did receive the bill and it says 2 or 480, but it used to be 51,120.
[CUSTOMER][NEGATIVE] So I, I, and, and last year I had a terrible time. I had mailed it to.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Early, so it would get there. Then found out that you guys had moved that to [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So then, uh, I went ahead and paid it through my credit card again just to make sure that it was paid on time and you guys sent me uh uh my check back, no, you sent a check and
[CUSTOMER][NEUTRAL] Well, I had already paid mine. You didn't need to send a check. I paid extra at the bank to cancel my check, paid $30 to cancel it. So I put void in great big letters on the front of your check for, for the $511.20 and mailed it back to you, and I kept a copy.
[CUSTOMER][NEGATIVE] And mail it back to you. Well, it was several months. Then, I don't remember who it was that sent it but said that they were going through the files and found out that I hadn't cashed that check.
[CUSTOMER][NEUTRAL] And if I, if I needed another check to mark the X or, you know, mark an X on something, so I called and talked to somebody and said, no, I sent the check back with void on the front of it. I kept a copy. I can mail you another copy if you need it, and all this. And so then,
[CUSTOMER][NEGATIVE] Uh, got another deal through the mail a couple of months later. Well, you haven't cashed that check yet. Well, I tried to call and talk to somebody, but, but I couldn't get through, so I just left it. I thought, I know I paid my part. I know you guys didn't have to pay. So, well, I never did hear any more about it if it was OK with, with, uh, you guys or or what and then I got this and then it's the wrong amount or what I feel is the wrong amount.
[CUSTOMER][NEUTRAL] So anyway, if you can get things straight down I would appreciate it.
[CUSTOMER][NEUTRAL] I am going to let [PII] know all of these issues, and then I will let you know what has transpired and hopefully we will get you back on track for [PII] and prepared for [PII].
[CUSTOMER][POSITIVE] Well, I hope so because uh, you know, I just want to make sure this is paid and paid right and that I've got what I want and what we've had for, you know, many, many years and uh I want my, my coverage. I've never had to use it, but I, I want the coverage. Yeah, you wanna make sure it's there when you need it. Yes, yes.
[CUSTOMER][NEUTRAL] Oh that's fine.
[CUSTOMER][POSITIVE] That's why I paid that extra amount. I want to make sure it was the right, right amount or what I thought was the right amount and make sure it was paid. So, OK, I appreciate.
[CUSTOMER][POSITIVE] I appreciate everything you can do. I'm sorry for all the for all the pains you've experienced, we, we sure don't want you to have a bad experience, but I'm gonna get with [PII] and then I will give you a call back. I'll leave a message and I'll leave my phone number in case you need to uh ask more questions, OK? OK. Thank you very much, [PII].
[CUSTOMER][POSITIVE] Thank you, Ms. [PII]. Have a good afternoon. We'll talk later. OK. Bye-bye. Bye-bye.
[CUSTOMER][NEUTRAL] All right, teacher.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You've been muted. To unmute yourself, press 6.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Well, it's, it's not showing. Let's get off of here and then I'll, and then call me back.