AccountId: 011433970860
ContactId: 79df4212-d4e4-41d2-aa1f-8d8faa11becf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 510619 ms
Total Talk Time (AGENT): 189802 ms
Total Talk Time (CUSTOMER): 281884 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/79df4212-d4e4-41d2-aa1f-8d8faa11becf_20250310T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII] and customer service. How are you?
[AGENT][NEUTRAL] Hi.
[AGENT][POSITIVE] I'm OK, love. How are you?
[CUSTOMER][POSITIVE] I am good, thank you for asking. I have a member on the line wanting to pay his premium.
[AGENT][NEUTRAL] OK, what's that, is that individual?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's that number?
[CUSTOMER][NEUTRAL] It is 1,124,210.
[AGENT][NEUTRAL] And his name?
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEGATIVE] And you know what, I hope they don't listen to this call cause I sure forgot.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] To verify him.
[AGENT][NEUTRAL] Oh, no worries. [PII]. Is that [PII]? I haven't pulled it up yet.
[CUSTOMER][NEUTRAL] Sure did.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see. All right, I will verify him.
[CUSTOMER][NEGATIVE] And the callback number he gave me is the same phone number in the system. He says he didn't get a statement um for his last quarterly bill, and I don't see one in OnBase either. Um, so, and actually this is actually like the 2nd person from [PII] today that I've had call in and say they didn't get there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um, statement and yeah, we had a lot last month we had a lot of um return mail for the state of [PII], so I think that's gonna be what happened probably, but anyway, uh, he wants to pay. I've already reactivated the policy so that you can take the payment.
[AGENT][POSITIVE] Interesting.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you know if he's gonna pay the full 7650 or is it like the 2550?
[CUSTOMER][NEUTRAL] Uh, he's gonna pay the 7650 that's how much I told him it was. And then I told him he's gonna be due again in April, so alright, thank you, ma'am. Here he comes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, that's, I'm ready for it.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi Mister [PII], this is [PII] in the billing department. I understand you're wanting to pay on your policy.
[CUSTOMER][NEUTRAL] Yeah, I wanted to find out.
[CUSTOMER][NEUTRAL] Yeah, uh,
[CUSTOMER][NEUTRAL] When when I paid the last bill and when the next bill is due.
[AGENT][NEUTRAL] Well, it looks like the last bill uh went out.
[AGENT][NEUTRAL] Let's see, um, [PII], and the next one I believe is in April.
[CUSTOMER][NEUTRAL] number, so I pay that on it or I didn't pay it. That's the, that's the last one I paid.
[AGENT][NEUTRAL] Sir.
[AGENT][NEUTRAL] The last one you paid I see we received on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So OK, so the my payment should have been last month.
[AGENT][NEUTRAL] Yes sir, it's uh I was just talking to Memory, the one that answered the call, and she said that we did have a lot of returned mail from [PII] last month, so it's possible that something's just happening with the mail and it got returned to us for some reason.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So if I pay.
[CUSTOMER][NEUTRAL] 7650 this month. So when is my next bill due?
[AGENT][NEUTRAL] I believe it goes out in April.
[CUSTOMER][NEUTRAL] In April?
[AGENT][NEUTRAL] Yes sir, for the next quarter.
[CUSTOMER][NEUTRAL] April March April, April this next month.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] And I don't pay that much every month.
[AGENT][NEUTRAL] No sir, it would be for the quarter.
[CUSTOMER][NEUTRAL] It reported.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] That's because we haven't received the first month, first quarter of the month, I mean the 1st quarter of the year yet, and that one in April will be for the 2nd quarter of the year.
[CUSTOMER][NEUTRAL] I'd like to take this up.
[CUSTOMER][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] And so, you see, in October, the last one I paid y'all got October, November, December, January should have been the when I, when I should have paid it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] January, February March April, May, OK, April.
[CUSTOMER][NEUTRAL] Yeah right, I'm gonna.
[CUSTOMER][NEGATIVE] Don't make a be on this side, but I don't understand about what y'all doing.
[AGENT][NEUTRAL] I believe it's just because you didn't receive the last invoice in the mail when it went out at the end of December.
[CUSTOMER][NEUTRAL] Yeah, that's not his wife. Am I crazy? Does he look [PII] years younger?
[AGENT][NEUTRAL] Mr. [PII], would you mind giving me your, uh, mailing address so I can make sure that it's accurate?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. That's what we have. And would you give me your home phone number real quick so I can verify it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, that's what I have. So I'm not sure what the post office did, but they may have just returned your invoice and not sent it to your home. Uh, like I said, we received a lot of return mail for some reason, uh, in [PII], so it's just possible that it didn't make its way to you. So the next one that goes out, it should, it should go to you.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] And what
[CUSTOMER][NEUTRAL] Uh uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you wanted to pay that invoice by uh credit card?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Uh, no, Rasia bad Muslim act it's not right.
[CUSTOMER][NEGATIVE] what's wrong.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You wanted to pay that invoice with the credit card?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and the expiration?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] And the 3 digit security code that's on the back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the last thing I'll need is the billing zip code for that um card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. All right, so I have a charge in the amount of $76.50.
[AGENT][NEUTRAL] And let's see here for Mr. [PII]. All right, let me process that and I'll have you an authorization number.
[CUSTOMER][NEGATIVE] Stuff crust pizza for 1397. Be better pizza.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, it's just one more second and it'll go through.
[CUSTOMER][NEUTRAL] I that.
[AGENT][NEUTRAL] All right. Do you have something you can write down the authorization number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, it's 091.
[AGENT][NEUTRAL] 316.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Was there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] I can also send you a um a receipt in your email, the one that we have on file if you would like.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That's good.
[AGENT][NEUTRAL] All right. And the [PII], is that OK [PII]?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, I will send that your way.
[CUSTOMER][NEUTRAL] A condition those would be.
[AGENT][POSITIVE] And you should receive that soon. Thank you for calling APL Mr. [PII]. I hope you have a lovely day.
[CUSTOMER][NEUTRAL] All right then.
[AGENT][POSITIVE] Thank you. Bye-bye.