AccountId: 011433970860
ContactId: 7e4c40a0-fcf0-432e-8179-172895327dfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 681559 ms
Total Talk Time (AGENT): 121009 ms
Total Talk Time (CUSTOMER): 236847 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/7e4c40a0-fcf0-432e-8179-172895327dfc_20250103T21:34_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is Mr. [PII] in the, in uh [PII]. My member number, my member number is 720648.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] And a good phone number for you, Mr. [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if you can verify your date of birth, your complete mailing address and email address for me, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] What else did you need?
[AGENT][NEUTRAL] Your email address.
[CUSTOMER][NEUTRAL] Uh it's one word, small letters. It's uh [PII].
[AGENT][POSITIVE] OK, thank you for verifying that information, Mr. [PII]. How can I help you today?
[CUSTOMER][NEGATIVE] Uh, since, since you changed your billing address to [PII] from [PII], I, I've got all screwed up in my, uh, in my billing.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just came back from vacation and I have a notation here that
[CUSTOMER][NEUTRAL] Uh, that I think my next bill was supposed to be done on the, on the [PII]. Can, can you?
[CUSTOMER][NEGATIVE] Straighten me out on when they want to do because I.
[CUSTOMER][NEGATIVE] I'm all messed up now. I'm paying it every 3 months.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I normally pay $145.92 every every 3 months.
[CUSTOMER][NEUTRAL] And since since you changed your address, uh.
[CUSTOMER][NEGATIVE] I got all screwed up.
[AGENT][NEUTRAL] OK. And what is your, how often do you pay your 14592?
[CUSTOMER][NEUTRAL] Every 3 months.
[AGENT][NEUTRAL] Alright, so currently I'm showing that you are paid to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So that means we've received November.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you send in November, December, and January?
[CUSTOMER][NEUTRAL] I know a couple.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't, I don't know why.
[AGENT][NEUTRAL] Yeah, I'm showing that you're pay up to [PII] or the end of January.
[CUSTOMER][NEUTRAL] So the next
[AGENT][NEUTRAL] You're paid through [PII].
[CUSTOMER][NEUTRAL] Oh, so
[CUSTOMER][NEUTRAL] So my next, so my next one is due on [PII].
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] So the November, December and January you sent that to us in [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the next, the next 145 is due on [PII], is that correct?
[AGENT][NEUTRAL] Or in January it'll be for February, March, and April if you're sending 3 months.
[CUSTOMER][NEUTRAL] Yeah, but when, when, when is the due date?
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Well, I said that currently your premium premiums are paid up to 12 to 125.
[AGENT][NEUTRAL] To [PII] or the end of January, [PII].
[AGENT][NEUTRAL] So you're due for February, March, and April.
[CUSTOMER][NEUTRAL] OK, so it'll be due on the, on the [PII] of [PII] it's, it's not overdue until the until [PII], is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so I got, I, I, I, because I, I keep a schedule here and I'm, I'm a month behind somehow, but I'm not, uh, but I am paid up through February uh through the [PII], OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, so I'll be, so I'll send the, I, I write down the date. OK, so I'll send the next 145 a week before the [PII]. OK, I, I was, I was, I panicked because I have written down here the [PII], or the [PII].
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] You're good you're OK.
[CUSTOMER][POSITIVE] OK, OK, thank you very much, ma'am.
[AGENT][NEUTRAL] You're welcome. Anything else I can help with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] What is, what is your, I have for some reason I have two different post office boxes. What is the correct post office box in [PII]?
[AGENT][NEUTRAL] To, to mail your premium?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, give me one second. I'll get that for you.
[CUSTOMER][NEUTRAL] For some reason I have two different.
[AGENT][NEUTRAL] What address do you have?
[CUSTOMER][NEUTRAL] I have uh [PII].
[AGENT][NEUTRAL] OK, give me a second. I believe that's correct, but let me verify.
[CUSTOMER][NEUTRAL] I have 2 different post office boxes and.
[CUSTOMER][NEUTRAL] That's one of them I have it as a department number.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Give me 1 2nd, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is the address that you just verified that PO box number is correct. Is that where you've been sending it?
[CUSTOMER][NEUTRAL] Well, I, I, I guess I don't know how many months you've had a new, uh, new mailing address, but, uh, so what is one of my mailing addresses I have in [PII] I have a department number plus the post office box.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] The department number I have is [PII].
[AGENT][NEUTRAL] Give me that again.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Do I need that?
[AGENT][NEUTRAL] And what's the, what's the PO box?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] But I have a different
[CUSTOMER][NEUTRAL] I have a different uh
[CUSTOMER][NEUTRAL] Post office box also. I don't know how I got two different addresses here but.
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Can, can you give me the correct one?
[AGENT][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] I've got the same I've got the correct phone number but I don't have the.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] PO box and apartment number.
[AGENT][POSITIVE] And I do believe that there has, there was a change so I wanna make sure that I get you the correct one.
[CUSTOMER][NEUTRAL] one.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Looking at my notations here, I just suddenly realized that 22 different.
[CUSTOMER][NEUTRAL] Addresses.
[AGENT][NEUTRAL] So it's the [PII].
[CUSTOMER][NEUTRAL] OK, that's what I have [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. That is it.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, and that's OK, thank you very much.
[AGENT][NEUTRAL] All righty, sir. Anything else?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] That's it. It's very helpful. Thank you.
[AGENT][POSITIVE] OK, thank you for
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] Uh, you too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.