AccountId: 011433970860
ContactId: 99093cde-0088-4485-a429-c0c421d301d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325000 ms
Total Talk Time (AGENT): 172094 ms
Total Talk Time (CUSTOMER): 126158 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/99093cde-0088-4485-a429-c0c421d301d2_20250512T17:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm doing good. How about yourself?
[CUSTOMER][POSITIVE] Uh, I'm great, thanks, thank you, thank you. So I have an insured and that's kind of perfect that you're the one getting the call since it looks like you talked to this gentleman the last time.
[CUSTOMER][NEUTRAL] Um, so I have an insured on the phone, Mr. [PII], and his policy number is 2361671.
[CUSTOMER][NEGATIVE] And he was calling me again about his bill that he's not received.
[CUSTOMER][NEUTRAL] I verified all this information, but then I did see your note and I told him that it appears we emailed that to him on [PII].
[AGENT][NEUTRAL] OK, hang on. It's making me put a note. Hang on.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Yeah, no, you're fine because I'm making my note on his policy, so it's all good.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Did he not get the email?
[CUSTOMER][NEUTRAL] He said he didn't think that he did but he was he was gonna be checking it while I was transferring him.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] I don't do them often.
[AGENT][NEUTRAL] Yeah, it's pulling up, so I see something.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] At [PII] that morning.
[AGENT][NEUTRAL] Now, I did it on behalf of the care team. I don't know if that had anything to do with it, but I can resend it to them.
[AGENT][NEUTRAL] Go ahead and send them to me.
[CUSTOMER][NEUTRAL] OK, well you just, yeah, because he's, he logged into his 401 and so it was still, you know, that it's lapsed and everything, so.
[AGENT][NEUTRAL] What's the card number?
[CUSTOMER][NEUTRAL] Anyway.
[AGENT][NEUTRAL] What's the callback number, the one on file?
[CUSTOMER][NEUTRAL] I told him he wouldn't be able to see it still in there. Yeah, it is. Mhm. sends on file, but I did explain to him when he said he logged into the portal and it was showing his. I told him that, well, he wouldn't be able to see his bill in the portal, you know, and so he does know that too.
[AGENT][NEUTRAL] Right. OK. All right. Send them to me.
[AGENT][NEUTRAL] I may just end up telling him he can pay it over the phone, just see what he wants to do, but we'll go from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Gotcha.
[AGENT][POSITIVE] Thank you, love.
[CUSTOMER][POSITIVE] Hi [PII]. Well, thank you very much. Have a great afternoon.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] All right, thanks. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye
[AGENT][NEUTRAL] Good morning, Mr. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] I'm good, [PII]. How about yourself?
[AGENT][POSITIVE] I am doing well, thanks for asking. The representative that transferred you stated you were calling about your policy status and a bill that you should have received.
[CUSTOMER][NEGATIVE] Yes, I actually see it now, um, that I've been calling, calling for like weeks and, and no one has ever said it was mailed. It was actually emailed to me because I was, I was told it was gonna be mailed, not emailed, but I do see it now. It was send on [PII] actually.
[AGENT][NEUTRAL] Yes, sir. Um, if you want, I was gonna offer, you know, just to get everything immediately fixed. Um, you can make a payment over the phone if you'd like.
[CUSTOMER][NEUTRAL] But I was, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It would be by credit card, of course, or debit card, whatever is convenient for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] I mean, I can do well, or should I rather just come in and check if that's gonna pay. It would be too late to come in via check.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, sir. That's fine, um, since it's been a discrepancy as far as our end that you haven't been getting your bill, um, yeah, you're fine. I do apologize for that. Um.
[AGENT][NEUTRAL] And I'm wondering if something happened in March cause I know that I'm thinking about it.
[AGENT][NEUTRAL] I've been getting a lot of calls in March. Um, the March bill didn't go out for whatever reason, whether they were on quarterly or semiannual, so I'm gonna check into that because I didn't realize I got two last week and then I remember talking to you. I was the one that emailed you, um, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You, yeah, [PII], right?
[AGENT][NEUTRAL] Yes, sir. So I wonder if something happened. So I am gonna check into that cause not that it should happen, but it, it is possible that things probably didn't go out. So I will look into that for you. And you are fine. What I'll go ahead and do um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'll go ahead and reactivate the policy and put in here that we had an issue. Now, if the payment isn't received within the next 30 days, it's gonna turn around and cancel again and just generate a letter letting you know, hey, we, we didn't get the payment here's your opportunity to keep it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but if you can get that to us within the next 30 days, you should be fine, and I'll just keep following up on it just to make sure you're good, um, but that way you'll at least have access to the online service center for at the moment.
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, perfect. I mean, yeah, I would definitely get it sent out.
[AGENT][NEUTRAL] All right. I've reactivated the policy, Mr. [PII], and I'm gonna notate our conversation. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] Oh no, thank you. That'll be all. That was all. Thank you for your help though.
[AGENT][POSITIVE] You're welcome, Mr. [PII], and thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] OK. You too, [PII]. All right. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.