AccountId: 011433970860
ContactId: 9b523b5a-4f46-4daa-b6fe-5c327ae8fe2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438700 ms
Total Talk Time (AGENT): 209043 ms
Total Talk Time (CUSTOMER): 146453 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/9b523b5a-4f46-4daa-b6fe-5c327ae8fe2b_20250310T20:01_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling about a letter I got.
[AGENT][NEUTRAL] All right. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Mr. [PII].
[AGENT][NEUTRAL] Um, and just in case we get disconnected today, what's a good phone number for you?
[CUSTOMER][NEUTRAL] That's not.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. And um what, what did the letter say?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] The letter.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Some pre them and do.
[CUSTOMER][NEUTRAL] On, uh,
[CUSTOMER][NEGATIVE] On the policy wasn't uh received.
[CUSTOMER][NEUTRAL] During the grace period. I don't know what they mean.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII], do you have a policy with us?
[CUSTOMER][NEUTRAL] Yeah, it is cancer or something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can't
[AGENT][NEUTRAL] Does it have a policy number listed on the letter?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] What you mean the telephone number?
[AGENT][NEUTRAL] No, sir, a policy number. Does that have the policy number listed on the letter?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Cool
[CUSTOMER][NEUTRAL] Uh, yeah, it's 01124210.
[AGENT][POSITIVE] All right, Mr. [PII]. I'd be happy to take a look at that and see what that is. Give me just a moment, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] We should up.
[CUSTOMER][NEGATIVE] I tell you to shut up in the front you down.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] All right, Mr. [PII], I was able to locate your policy. So it does look like um we didn't receive your most recent um payment for your premium.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] For the last one or cause I didn't get no other ones. This is the only people I got from your, and I don't know how much how long.
[AGENT][NEUTRAL] OK, um, are you able to pay over the phone today?
[CUSTOMER][NEUTRAL] They what?
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Well, [PII].
[AGENT][NEUTRAL] Your premium is 7650.
[CUSTOMER][NEUTRAL] OK. That's gonna cover everything.
[AGENT][NEUTRAL] Yes sir, that'll pay you up through through this month and then your premium is gonna be due again in April.
[CUSTOMER][NEUTRAL] Are you?
[AGENT][NEUTRAL] I apologize, you didn't get your bill.
[AGENT][NEUTRAL] I'm not sure why you didn't get it. I do apologize for that.
[CUSTOMER][NEUTRAL] here
[AGENT][NEUTRAL] But do you think you could take care of that today?
[CUSTOMER][POSITIVE] It's always even right.
[CUSTOMER][NEGATIVE] But I don't get it.
[CUSTOMER][NEUTRAL] It's always coming late.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] But you never got this one,
[CUSTOMER][NEGATIVE] No, never did.
[AGENT][NEUTRAL] OK. Yeah. Well, I do apologize. I'm not sure why you didn't get it. Um,
[AGENT][NEUTRAL] But do you think you could take care of the bill today over the phone and I can reactivate your policy?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The survivalist relied they have.
[AGENT][NEUTRAL] All right, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright Mr. [PII], I'm gonna go ahead and reactivate your policy and then I'm gonna have to transfer you over to billing for them to take your payment, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, it's gonna be 7650, OK?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, was there anything else I could do for you before I get you transferred over to billing?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All right. Well, thank you so much, Mr. [PII], for choosing APL and I hope you have a wonderful rest of your day. Hold on just a moment for me, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's memory and customer service. How are you?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] I'm OK, love. How are you?
[AGENT][POSITIVE] I am good. Thank you for asking. I have a member on the line wanting to pay his premium.
[CUSTOMER][NEUTRAL] OK, what's that, is it individual?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, what's that number?
[AGENT][NEUTRAL] It is 1,124,210.
[CUSTOMER][NEUTRAL] And his name?
[AGENT][NEUTRAL] His name is [PII].
[AGENT][NEGATIVE] And you know what, I hope they don't listen to this call cause I show forgot.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] To verify him.
[CUSTOMER][NEUTRAL] Oh, no worries. [PII], is that [PII]? I haven't pulled it up yet.
[AGENT][NEUTRAL] Sure did.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] OK, let me see. All right, I will verify him.
[AGENT][NEGATIVE] And the call back number he gave me is the same phone number in the system. He says he didn't get a statement um for his last quarterly bill and I don't see one in Ona either um so and I actually this is actually like the 2nd person from [PII] today that I've had call in and say they didn't get there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, statement and yeah we had a lot last month we had a lot of um returned mail for the state of [PII], so I think that's gonna be what happened probably, but anyway, uh, he wants to pay. I've already reactivated the policy so that you can take the payment.
[CUSTOMER][POSITIVE] Interesting.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do you know if he's gonna pay the full 7650 or is it like the 2550?
[AGENT][NEUTRAL] Uh, he's gonna pay the 7650. That's how much I told him it was, and then I told him he's gonna be due again in April. So alright, thank you, ma'am. Here he comes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'm ready for it.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi Mr. [PII], this is