AccountId: 011433970860
ContactId: 934add8a-ddfd-4cf1-80e4-fe2cb35d4a17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479380 ms
Total Talk Time (AGENT): 157095 ms
Total Talk Time (CUSTOMER): 229320 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/934add8a-ddfd-4cf1-80e4-fe2cb35d4a17_20250217T17:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], let me give you my account number.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Hold, hang on.
[CUSTOMER][NEUTRAL] Well I'm on my I'm looking at my bill. Where would it be?
[CUSTOMER][NEUTRAL] Of policy 000006.
[AGENT][NEUTRAL] It might, yes. Mhm.
[CUSTOMER][NEUTRAL] 40,140
[AGENT][NEUTRAL] OK, and can I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me pull in that policy real quick, sir.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please uh verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And then also for security reasons, can you verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] [PII], mainly [PII]. And what was the other one?
[AGENT][NEUTRAL] Uh, just to the cell phone or the number that you gave me to call you back on is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you, Mr. [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Well, uh.
[CUSTOMER][NEUTRAL] I'm just now realizing this was due date was uh.
[CUSTOMER][NEUTRAL] They do [PII] so we're I'm, I, I have this one and I have one other one.
[CUSTOMER][POSITIVE] And I'm doing right.
[CUSTOMER][NEUTRAL] I don't know how my wife had been doing it. Do we write one check for both things and send it in or two separate checks and.
[CUSTOMER][NEUTRAL] The other one is uh 006.
[CUSTOMER][NEUTRAL] 40141.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Whichever is easiest for you, Mr. [PII], if you want to add, uh, do both payments on one check and then in the notation at the bottom, write your policy numbers there so we know to split the payment or if you want to send two separate checks, that's fine, whichever way is easiest for you, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Well, what I sin.
[CUSTOMER][NEUTRAL] Yes, the checks and send both uh checks.
[CUSTOMER][NEUTRAL] In the same envelope, yeah, I just, uh, you see what I'm saying.
[AGENT][NEUTRAL] Right, yeah, you can send them no you can send them in the same envelope.
[CUSTOMER][NEUTRAL] Oh does it
[CUSTOMER][NEUTRAL] OK, and does the, uh, I'm trying to think what we do we send up the bottom part of this thing with the checks?
[AGENT][POSITIVE] Yes sir, yes sir, any information that you can send in to help.
[AGENT][NEUTRAL] To be able to post the payment to your account.
[AGENT][POSITIVE] That would be greatly appreciated.
[CUSTOMER][NEUTRAL] I'm like, and then next, uh, so was due on the [PII]. I'm assuming y'all get it in 10 days no matter what. So I mean I'll be OK, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir. You have a thirty-day grace period.
[CUSTOMER][NEUTRAL] OK, uh, can you hold one minute for me? Hold on.
[AGENT][NEUTRAL] Yes, yes, sir.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir, I'm here.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I'm not gonna be, I mean, I'm not, it won't be, I'm not gonna be canceled or anything, right?
[AGENT][NEUTRAL] No, sir. No, sir. You have a thirty-day grace period.
[CUSTOMER][NEUTRAL] OK, and then let's see, look and see what I was paying what I was paying last, uh.
[CUSTOMER][NEUTRAL] It's a 4 25 20 is that.
[CUSTOMER][NEUTRAL] I thought it was a little less than that, has it gone up.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Let me check for you, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you want me to look in the year of [PII]?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, I mean, you look at [PII].
[AGENT][NEUTRAL] Uh, looks like.
[AGENT][NEUTRAL] Your bill amount you had paid in.
[AGENT][NEUTRAL] Uh, doesn't look like it's gone up to me. Um.
[AGENT][NEUTRAL] Let me look one more time, you're paying.
[AGENT][NEUTRAL] $105.64 2 times a year.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right, but I, I think that's about the same, but I'm talking about the 42,420.
[CUSTOMER][NEUTRAL] So the actual policy.
[AGENT][NEUTRAL] OK, let me look at the other policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] The 400 and uh.
[CUSTOMER][NEUTRAL] no.
[AGENT][NEUTRAL] $424.20.
[AGENT][NEUTRAL] Actually went down, it used to be 425 46 and it went down to 424 20 in uh [PII]. So that amount, yes, sir, it's correct.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so this
[CUSTOMER][NEUTRAL] Right, OK, and, uh, are, are y'all, anybody still out there in, in [PII] on [PII]?
[AGENT][NEUTRAL] Yes, sir. We have an office on [PII].
[CUSTOMER][NEUTRAL] So what, what is that?
[CUSTOMER][NEUTRAL] I used to call on them out and sell them the furniture and office supplies for years. What, uh, so what part of American public is still out there?
[AGENT][NEUTRAL] Well, we're not in um we have a very, very small office now with cubicles we're not in the old college anymore.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so are you located in the [PII] area?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, so well, so y'all are handling all the calls from all over the country.
[AGENT][NEUTRAL] Uh, yes, sir. Well, we're handling them all from our home. We all work at home now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, well, thank you for helping me and we can get.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] You're so welcome.
[CUSTOMER][POSITIVE] And then we'll get this turned in and you have a good day.
[AGENT][POSITIVE] You too Mr. [PII] you have a blessed day and thanks for calling APL sir.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.