AccountId: 011433970860
ContactId: 7d37ed17-aebb-409a-835d-7ab6832acf0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305679 ms
Total Talk Time (AGENT): 127900 ms
Total Talk Time (CUSTOMER): 75551 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/7d37ed17-aebb-409a-835d-7ab6832acf0d_20250317T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] from the care team. How you doing?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have a member on the other line. He's asking about his March payment, and I don't know if I'm reading this right. Can you look at this with me?
[AGENT][NEUTRAL] Mhm sure.
[CUSTOMER][NEUTRAL] Um, so it's policy number 2361671.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And let me pull it up really quick.
[AGENT][NEUTRAL] Is it for [PII]?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he's saying that he hasn't um been billed for his premium and he wanted to make sure everything was OK with the reinstatement.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so, from the, the, what is it? BQPHI it doesn't look like there's anything outstanding, but I wasn't.
[CUSTOMER][NEUTRAL] I'm not sure.
[CUSTOMER][NEGATIVE] I don't see another bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, he is set up to send us a check every
[AGENT][NEUTRAL] Um, quarterly with quarterly payments, his amount is 17,550. Let me look at it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm
[AGENT][NEGATIVE] This is weird.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Looks like [PII] applied.
[AGENT][NEUTRAL] From premium.
[AGENT][NEUTRAL] S
[AGENT][NEGATIVE] Um, his bill should have gone.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did he say anything about receiving the um quarterly bill for his policy?
[CUSTOMER][NEUTRAL] No, he just said he hasn't received the March bill and he wanted to make sure everything was OK with the reinstatement.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][MIXED] And I said, well, everything looks fine, but I don't see a bill.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, um, notes from [PII] said that, um,
[AGENT][NEUTRAL] His policy was reinstated. Bill should go out in the mail next week for March and May.
[AGENT][NEUTRAL] March, March, April.
[AGENT][NEUTRAL] March, April and May.
[AGENT][NEUTRAL] And that she reordered the bill.
[AGENT][NEUTRAL] But this, but this was back in February.
[CUSTOMER][NEUTRAL] So, should I?
[AGENT][NEGATIVE] It should have been
[CUSTOMER][NEUTRAL] So, so the bill just hasn't come out yet then, or it should have?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] If I say yes, I'm probably lying because I'm not sure if they go out before, um.
[AGENT][NEUTRAL] Before we build, but since this one is individual.
[AGENT][NEUTRAL] Let me look up really quick and see, um, ask [PII].
[AGENT][NEGATIVE] Oh, and it's not working today.
[AGENT][NEGATIVE] Neither memory.
[AGENT][NEUTRAL] And the rest is on lunch.
[CUSTOMER][NEUTRAL] OK, you want me to have someone call him back or you wanna, I don't know what to do.
[AGENT][NEUTRAL] Yes, um,
[AGENT][NEUTRAL] We will have someone calling him back because according to [PII]'s notes, um there was a bill ordered.
[AGENT][NEUTRAL] But I, I'm not quite sure if it goes out immediately as soon as it is ordered or it goes out um during that date.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I'll just tell him that someone from customer service is gonna give him a call with the update.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right. um, what will be the callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] It has not been received.
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][POSITIVE] All right, I'll let him know. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right, bye bye.