AccountId: 011433970860
ContactId: 940ba354-5da4-403b-9c8d-a501ccd0434f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337190 ms
Total Talk Time (AGENT): 94951 ms
Total Talk Time (CUSTOMER): 189674 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/940ba354-5da4-403b-9c8d-a501ccd0434f_20250515T14:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there. This is [PII], and I have a cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was going online to check and see if my premium had been.
[CUSTOMER][NEUTRAL] Creed to my account yet.
[CUSTOMER][NEGATIVE] But I've tried to set up as a new user and it's telling me that um it's my name is not found so I don't know if I'm on the right site or not.
[AGENT][NEUTRAL] Sure, I can help you with that. Do you know your policy number?
[CUSTOMER][NEUTRAL] Yes, I do 00750876.
[AGENT][POSITIVE] OK. Thank you, Ms. [PII].
[AGENT][NEUTRAL] And do you mind verifying your date of birth and your address for me, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII] and my mailing address is [PII].
[AGENT][NEUTRAL] OK, and can I get a good callback number just in case we're disconnected and get your email address?
[CUSTOMER][NEUTRAL] You sure can. My callback number would be area code [PII].
[CUSTOMER][NEUTRAL] And what else would you ask me?
[AGENT][NEUTRAL] Um, email address.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK, I'm showing [PII].
[AGENT][NEUTRAL] Um, do I need to correct that?
[CUSTOMER][NEUTRAL] OK, that may very well be.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That may very well be because I also use that one.
[AGENT][NEUTRAL] OK, do you want me to leave it with the 3 or change it to?
[CUSTOMER][NEUTRAL] Let's just leave it with the 3 and I will make notation of that so when I go to use it again, it will come up correctly.
[CUSTOMER][NEUTRAL] I'm wondering if that may be why my information was rejected.
[CUSTOMER][NEUTRAL] When I was trying to set up new user.
[AGENT][NEUTRAL] Yes, ma'am. It, it would have um.
[AGENT][NEUTRAL] It would have uh stopped you from registering if it didn't match.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you don't mind, I got it right here in front of me. I will try that again.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] While I have you on the line.
[CUSTOMER][NEGATIVE] I had mailed my premium in and it hadn't cleared my bank yet.
[CUSTOMER][NEUTRAL] No, it's telling me that one minute.
[CUSTOMER][NEUTRAL] Based on the information you entered an account already exists so OK so I already have one set up so I'm just gonna have to reset my password because I don't have that information.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Right, do you know the user name?
[CUSTOMER][NEGATIVE] I do not. In fact, I was looking through the file that I had here thinking I had it written down somewhere and I don't don't find it so.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's been years since I looked at this account.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I'm showing the username is [PII]
[CUSTOMER][NEUTRAL] So I guess
[AGENT][NEUTRAL] All little letters now it is sensitive, so it's all little letters.
[CUSTOMER][NEUTRAL] OK, that
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And like I said, I do not remember my password so I have to just reset that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, is that all I need to do then, hon?
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, is there a possibility you could check and see if my premium has been credited or should I just go online and do this anyway?
[AGENT][NEUTRAL] Yeah, well, I, I don't show that, um, it has been credited yet. When did you mail that in?
[CUSTOMER][NEUTRAL] I mailed it about the [PII], I believe it was, and it's due the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I sent it through UP I mean, the postal service and I'm gonna have to stop doing that because uh I've had issues with other mail not getting where it needs to go.
[AGENT][NEUTRAL] Right, OK, I don't show that we've received it yet.
[CUSTOMER][NEUTRAL] can do you.
[CUSTOMER][NEUTRAL] OK, and I know it's due tomorrow.
[AGENT][NEUTRAL] OK, you have a 30 day grace period, so if it does come in, they'll they'll post it, um.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I would just
[CUSTOMER][NEUTRAL] Now if it say it doesn't come in, uh, say by the [PII], and can I go online and pay it online so that I I'm not.
[AGENT][NEUTRAL] Uh, well, you can call in and pay with a credit card or, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I don't believe you can pay it online yet. Um, I don't think that we have that option yet.
[CUSTOMER][NEUTRAL] OK, well that'll be fine as long as I can get it paid because I don't want it to drop.
[AGENT][NEUTRAL] Right. I understand.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well I will go in then and and get everything lined up and write it down and put it where I can find it.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Ms?
[CUSTOMER][NEUTRAL] For the next time.
[CUSTOMER][POSITIVE] No, ma'am, you've been very helpful and I greatly appreciate it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. We do appreciate your business and you have a great day.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] Mhm. Alright, thank you bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.