AccountId: 011433970860
ContactId: 8b4075f6-ec69-4e72-93aa-ae5cba5414a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502369 ms
Total Talk Time (AGENT): 156619 ms
Total Talk Time (CUSTOMER): 138223 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/8b4075f6-ec69-4e72-93aa-ae5cba5414a3_20250507T14:13_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I've got 3 policies with you guys, and we seem to have not received the most recent one. I think I've got the correct information, but I wanted to run it by you and find out status on it.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] I believe the policy number is 9191444.
[AGENT][NEUTRAL] And what type of policy is it?
[CUSTOMER][NEUTRAL] I couldn't tell you.
[AGENT][NEUTRAL] OK. And your last name spelling is [PII]?
[CUSTOMER][POSITIVE] Yes, I've been a loyal customer for probably 30 years.
[AGENT][NEUTRAL] OK, yeah, that's an older policy number. Let me find the current. What's your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. I do have a reference number if that's helpful.
[AGENT][NEUTRAL] Uh huh, what is your reference number?
[CUSTOMER][NEUTRAL] 65864
[AGENT][NEUTRAL] OK, yeah that would be the number to provide whenever you call.
[AGENT][NEUTRAL] And this appears to be an intensive care policy.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Did you say you're calling for a claim status?
[CUSTOMER][NEGATIVE] No, uh, we get a bill. We get 3 bills every year like clockwork and we didn't get that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] OK, so you have an intensive care policy, an accident policy.
[AGENT][NEUTRAL] So it must be for each of these policies.
[AGENT][NEUTRAL] Like the 3rd 1 is a cancer policy. Now let's see about the billing.
[CUSTOMER][NEUTRAL] We got the other two.
[AGENT][NEUTRAL] I'm sorry, what was that sir?
[CUSTOMER][NEGATIVE] We have received the other two policies we have not received this policy.
[AGENT][NEUTRAL] The intensive care, OK.
[AGENT][NEUTRAL] And [PII], what is your date of birth and your email address on file?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]. Um, I'm not sure what my email is uh maybe [PII].
[AGENT][NEUTRAL] That's what we have and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you, one moment.
[AGENT][NEUTRAL] Gonna get you over to the billing team. Give me just a second.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. Um, I have an insured on the phone, uh, mode of pay 3. his policy number is 114039.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And he said that he has not received his bill.
[CUSTOMER][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] I think he has it for the other two products, but not the intensive care.
[CUSTOMER][NEUTRAL] Guarantee
[AGENT][NEUTRAL] Yeah, that's not the right policy number. He has it for that one. It's 65864 is the intensive care. Yes, it's for [PII].
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] Oh, it's paid to to next year.
[AGENT][NEUTRAL] The next
[CUSTOMER][NEUTRAL] So it's not due on that one until, yeah, I say 2006, 26, I mean.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It looks like two checks were posted on [PII].
[AGENT][NEUTRAL] Mhm. See those.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And that was done in billing so I'm not sure I don't have copies of that to check.
[AGENT][NEUTRAL] Alright, but you're saying that it's premiums for this policy is not due until year [PII]?
[CUSTOMER][NEUTRAL] That's what it's showing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You would, you might want to check with billing to see, to check on those two payments that were posted on the same day to see if they were correct.
[AGENT][NEUTRAL] Yeah, it's a mode of payment 3 I think it's why I'm calling customer service, so go to group.
[CUSTOMER][NEUTRAL] And might have been
[CUSTOMER][NEUTRAL] Right, but um,
[CUSTOMER][NEUTRAL] Yeah they're they're the ones that actually uh.
[CUSTOMER][NEUTRAL] Applied the premiums um and I don't have copies of them since they applied them.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, all right, thanks.
[CUSTOMER][NEUTRAL] But anything else, you know, would be us, yes.
[AGENT][POSITIVE] OK. All right. Thank you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, now they're saying that your premium for the intensive care is not due until [PII], but hold the line for just a second, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because you generally pay all three at the same time, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good [PII] how are you this morning?
[AGENT][NEUTRAL] I am good. Um, I have an insured on the line. It's, uh, [PII]. His policy number.
[AGENT][NEUTRAL] It's 65864.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He's stating that he's received a bill for the other two policies, but he hasn't for the intensive care policy.
[AGENT][NEUTRAL] And um I reached out to customer service uh because of the mode of pay, but they said to contact billing because uh billing posted the last payment.
[AGENT][NEUTRAL] Um, she said that it
[CUSTOMER][NEUTRAL] So he's received it for two policies and not this one, is that correct?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. I'll start here.
[AGENT][NEUTRAL] And [PII] said that.
[AGENT][NEUTRAL] This policy wasn't due until [PII].
[CUSTOMER][POSITIVE] Yeah, that's one. OK, yes, I'll be glad to help you.
[AGENT][NEUTRAL] OK, here, here he comes.