AccountId: 011433970860
ContactId: 952d6c7b-c1a1-4253-84a0-432d7ad9a5e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391720 ms
Total Talk Time (AGENT): 131423 ms
Total Talk Time (CUSTOMER): 182871 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/952d6c7b-c1a1-4253-84a0-432d7ad9a5e0_20250602T22:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling AP [PII] speaking. May I help you?
[CUSTOMER][NEUTRAL] I might have pressed the wrong number, um, but, um, my name is [PII]. My husband and I, we have an APL, uh, policy. His name is [PII] and we had just got our bill last week.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The weekend that I had written a check for it, but the amount due was $390 and we always paid 406 20 cents.
[CUSTOMER][NEUTRAL] And I was wondering is, was that a mistake?
[AGENT][NEUTRAL] Is this for a claim or is this on premium?
[CUSTOMER][NEUTRAL] Premium
[AGENT][NEUTRAL] OK, what is the policy number?
[CUSTOMER][NEUTRAL] Do you want the policy 00924779?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK thank you give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Ms. [PII], uh, verify your date of birth and the mailing address, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh [PII] and my husband's is [PII] and our mailing address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And you're saying that the amount of the premium has changed?
[CUSTOMER][NEUTRAL] Yeah, it's lower. It's, it, the amount due at 390, and that's what I wrote the check for. And, and it was mailed. Um, but then over the weekend, I got to thinking, we don't pay them 390. And, and then I went back and looked and it was like, yeah, we always paying 406 and 20 cents.
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] Transfer you to a representative at customer service and is Mr. [PII] there because it looks like he is the policy holder. Yes, ma'am. May I speak with him please?
[CUSTOMER][NEUTRAL] Yeah, he's home, yeah.
[CUSTOMER][NEUTRAL] Oh sure hold on.
[CUSTOMER][NEUTRAL] Hey, this is American Public Life, you have to tell me, talk to me.
[CUSTOMER][POSITIVE] Good evening [PII]. How can I help you?
[AGENT][NEUTRAL] Uh, yes, sir, verify your date of birth and mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Uh, OK, uh.
[CUSTOMER][NEUTRAL] Uh full name is [PII], date of birth is [PII], and I don't remember the last one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, email address and mailing address, please. Yes, sir.
[CUSTOMER][NEUTRAL] My mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Email address is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] And your mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and you're giving us permission to speak with your wife in regards to premium?
[AGENT][NEUTRAL] Information
[CUSTOMER][NEUTRAL] Yes, ma'am. You may talk to me. All right, here's you.
[AGENT][POSITIVE] OK, thank you so much. Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, this is [PII].
[AGENT][NEUTRAL] OK. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII]. Would you like my husband's number also?
[AGENT][NEUTRAL] No, no, just yours, um, just in case I wanna transfer you the call drops, but give me one moment I'm transfer you to a representative, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you, ma'am. Hold on one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, Ms. [PII], it's [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm fine.
[AGENT][NEUTRAL] OK, good deal. Um, I have an insured's wife on the phone. She is on the policy and I did speak with him to get permission, but she's inquiring about their premium. She said that first they were paying 40,620, now it's 390, and she wanted to know what was the difference, because she did send a payment out recently in the amount of 390.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Give me just a second. What's the policy number?
[AGENT][NEUTRAL] 924779
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 32.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is her name?
[AGENT][NEUTRAL] Mhm. [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, she said she was paying 40,620?
[AGENT][NEUTRAL] She said she was paying for, yeah, and she said when she, I guess, filled out the invoice and then send the check, uh, she saw that it was 390. She just wanted to know why the difference.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, it is 390.
[AGENT][NEUTRAL] Yeah, but she thought it was more.
[CUSTOMER][NEUTRAL] OK, I'll talk to her.
[AGENT][POSITIVE] Alright well I appreciate you.
[CUSTOMER][NEUTRAL] No, it's not. I'll talk to her.
[AGENT][POSITIVE] Awesome, thank you, ma'am.
[CUSTOMER][POSITIVE] OK, thank you, [PII]. OK, bye bye.
[AGENT][POSITIVE] All right, have a great one. Bye.
[CUSTOMER][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] Hello this is [PII] in customer service.
[AGENT][NEUTRAL] Oh shoot, [PII], hold on, I forgot to hit the button. Hold on one second. Alright, thank you, bye.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Thank you.