AccountId: 011433970860
ContactId: 755ea52e-cb06-4b77-962b-cfa58c36aca7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 909809 ms
Total Talk Time (AGENT): 303838 ms
Total Talk Time (CUSTOMER): 299232 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/755ea52e-cb06-4b77-962b-cfa58c36aca7_20250430T17:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I have 9 insurance policies with uh American Public, and I'm needing to check on my due date on my premiums. It had been being [PII] in past years, and I still have not received my notice for this year. I pay it every 6 months.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just need you to check on my due date.
[AGENT][NEUTRAL] OK, well, I can definitely check your due date for you and Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And um may I have one of your policy numbers?
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] 1039357
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was 1039357?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, hold on one, and you said your first name is [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. The reason I'm asking is because I don't see.
[AGENT][NEUTRAL] That it's pulling up a different uh member.
[AGENT][NEUTRAL] I can look up your policies with your social if you'd like.
[CUSTOMER][NEUTRAL] Oh, you aren't showing it.
[AGENT][NEUTRAL] Or if you have another policy.
[CUSTOMER][NEUTRAL] Yes, uh, let me give you another policy number.
[CUSTOMER][NEUTRAL] OK, on my daughter. 1 L.
[CUSTOMER][NEUTRAL] 40009
[AGENT][NEUTRAL] That's not a um APL policy number either. 1 L.
[CUSTOMER][NEUTRAL] Yes, all right, can I give you a reference number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, this is a this is a policy on me uh 153-522.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and then they go all the other policies. OK. So I have you here. I just need you to verify your date of birth, your mailing, and email address on file.
[CUSTOMER][NEUTRAL] OK, my uh date of birth is [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[CUSTOMER][NEUTRAL] And uh I'm not sure you have an email address down there for me.
[AGENT][NEUTRAL] No, ma'am, there's no email address on file. Um, so you just, the, let me ask you this, for the different policies that you have here, they're all on the same date though you're saying and you just want to check and make sure which date it is.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All of the previous policies have been due due on the same date.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um one of them was a little bit later. I'll give you the reference number on it. Let me find it.
[AGENT][NEUTRAL] Oh, you don't have to. I have them all here.
[CUSTOMER][NEUTRAL] OK, the reference
[CUSTOMER][NEUTRAL] OK, well, I just needed to know when the due dates are on these because I haven't uh received a billing notice.
[AGENT][NEUTRAL] Let me see, I'm looking at the billing now.
[CUSTOMER][NEUTRAL] It had been being made [PII], but I'm not sure if that has changed.
[AGENT][NEUTRAL] 72, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I just don't want them to expire.
[AGENT][NEUTRAL] $90.
[AGENT][NEUTRAL] OK, so it looks like the bills just went out on [PII] um for $90. Let me see the uh, but this is just one. I'm in um 153-522.
[AGENT][NEUTRAL] So it looks like, but it's always been the first pay for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold so I can look through the policies and get all the um dates, but it looks like everything went out [PII]. Uh, I'm looking, I've looked at two so far.
[CUSTOMER][NEGATIVE] OK, I, I haven't received anything. I haven't received anything.
[AGENT][NEUTRAL] OK. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] That means we billed her on the.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Miss [PII]?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] All right, thank you so much for holding. So I just went through each of your policies, um, so all of them were billed, um, the bills went out on [PII]. Now, all of your policies in terms of it being expired or anything, you don't have to worry about that. Your policies are paid up um until [PII], when you pay your bills from, you know, in May, how you pay your month up, um.
[AGENT][NEUTRAL] You have until the end of May to make those payments. I can, um, so, so I just don't want you to worry about your policies or anything. Nothing is going to terminate or anything because you're paid up and then the bill was just sent to you last week. So that's on the way to you last Friday. So it, it probably hasn't got to you yet. Today is just what? Tuesday? No, today is Wednesday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, the [PII].
[AGENT][NEUTRAL] And it mailed out Friday.
[CUSTOMER][NEUTRAL] Yeah, well, I, yeah, I still don't have it. So I'm paid up through what date?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, for right now, everything is showing [PII], of course, because that's when the new bill, you know, you got to pay the, your new bill, but after, um, you have that 30-day grace period, so once you make your payments in May, you're like you're not past due or anything.
[CUSTOMER][NEUTRAL] So just wait until I receive my bill then.
[AGENT][NEUTRAL] Yes, ma'am, and then you can go ahead and make your payments as you do, because all I looked at all of them and they all say the same date, uh [PII], so it was all, all of your policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Well, I just did not want it to be late, but uh
[CUSTOMER][NEUTRAL] Uh, and one reason I was questioning the due date was up until November of last year, the due date shown on the billing, um, that I received.
[CUSTOMER][NEUTRAL] Showed [PII], uh, well, prior to November, it showed uh the first day of the month like the last one would have been due [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And but when I received my billing for November.
[CUSTOMER][NEUTRAL] It showed due date [PII].
[CUSTOMER][NEUTRAL] where it had been showing [PII]. So I didn't know why that was on there different.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I mean, your actual due date.
[CUSTOMER][NEUTRAL] But I mean if
[AGENT][NEUTRAL] Is the [PII] of each month.
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] The actual due date is the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So like when you get this bill that we just sent out to you on the [PII], you'll see the amount and then it shows like your premium period is from [PII]. But yes, ma'am, it lists the due date as as [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you have 30 days from the [PII] to make that payment.
[CUSTOMER][NEUTRAL] OK, I didn't understand why that changed. It had been showing prior to that November, you know, [PII] and [PII], yeah, but anyway, OK, so I'll wait until I receive the uh.
[AGENT][NEUTRAL] The first
[CUSTOMER][NEUTRAL] Billing notices and, and mail it in.
[AGENT][NEUTRAL] Yes, ma'am, and you
[CUSTOMER][NEUTRAL] And I need to put
[CUSTOMER][NEUTRAL] I need to put the reference number on the check instead of the policy number.
[AGENT][NEUTRAL] Well, OK, so here's the thing. So the only difference between the reference number and the policy number, so they're both your policy numbers, but that policy number there is like from our old system like back in the [PII]. So if you give us that reference number that will pull you right up. We'll be able to find you with the policy number, but it might take a little bit. So I would just give that reference number because it came right up for me.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, well, that's what I will do then. All right, well I think that's all I needed to find out, so I'll just wait to receive the billing notices.
[AGENT][NEUTRAL] Yes, ma'am. Well, was there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, I don't think there's anything else. I think that was all. And the last notices I got said uh make check payable to uh department 960641 American Public Life, is that still correct?
[AGENT][NEUTRAL] 960641. Hold on.
[AGENT][NEUTRAL] Oh, no. So on your, on the new notices, it, it gives a little note here um for the new address and it shows make checks payable and it has the new um [PII] mailing address.
[CUSTOMER][NEUTRAL] Well, this one had [PII].
[AGENT][NEUTRAL] Right, but
[CUSTOMER][NEGATIVE] But it had no check.
[CUSTOMER][NEUTRAL] The one for November had mail check payable to department 960641 on the first line and then it had American Public Life on the second line and then [PII].
[CUSTOMER][NEUTRAL] [PII], is that still correct?
[AGENT][NEUTRAL] No, it's a different mailing address. It's listed on the um notices that you're getting. So that department is off, the [PII], and then the [PII], all of that's the same, but the [PII]. So all of that's listed with your um bills that's coming with you the new address.
[CUSTOMER][NEUTRAL] OK, [PII] is the current uh.
[CUSTOMER][NEUTRAL] Code then, OK.
[CUSTOMER][NEUTRAL] I just wanted to double check that because uh.
[CUSTOMER][NEGATIVE] I may have mailed it to the wrong place one time.
[CUSTOMER][POSITIVE] OK, all right, I think that answered all my questions.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I hope you have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you. You too. God bless you.
[AGENT][POSITIVE] Thank you. You also. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.