AccountId: 011433970860
ContactId: 9e532078-2896-40f3-888f-59332c8c2f17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 427320 ms
Total Talk Time (AGENT): 184519 ms
Total Talk Time (CUSTOMER): 181610 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/9e532078-2896-40f3-888f-59332c8c2f17_20250106T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good evening, [PII]. This is [PII], and I was asking you a quick question. I, I talked to somebody else earlier. Uh, they had canceled my insurance which back in the back, back they asked us to renewal back about 3 months which I did it on uh on the phone, but they, I don't know what happened.
[CUSTOMER][NEUTRAL] But she did reach out and send me, send it back to me and told me I have to have it on [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But, OK, which, which they sent me a check for $46 but they did not uh write me or nothing to let me know that they that it didn't go through or nothing. So on this check, what do I do with this check? Do I send it back to y'all? What?
[AGENT][NEUTRAL] OK, Ms. [PII], um, I can, um, get your answers for you as far as the check that you've received. Can you please give me your callback number, ma'am, just in case our call is dropped, I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you and then Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Uh, I, I went, I got in the car now, uh, OK, I got in the car now. Can I give you my social because I was gonna fax it to you this time instead of emailing it.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am, that's fine.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up, Miss [PII].
[CUSTOMER][NEGATIVE] Yeah, they didn't even reach out to me and let me know that the policy, I didn't even get a letter. I just got a check in the mail on Saturday let me know. I didn't even know what's going on.
[AGENT][POSITIVE] OK. All right. Well, we'll make sure we get some answers for you.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] So what?
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your uh your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII], [PII] and my phone number is [PII].
[AGENT][NEUTRAL] And then one last verification, can you give me your email address, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate you verifying your policy for me. All right, let me look. Um, I've got you pulled up.
[AGENT][NEUTRAL] I'm going to go ahead and transfer you now on over to customer service, uh, because you said that they, you can reactivate your policy, but you have to have your paperwork back to them by [PII] so that they can give you some information as to what to do with that check, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] But at the end of the month, yeah, they told me to send it at with [PII] somebody, uh, sent me an email and gave me the paperwork to send back to them, the, uh, email it back, but that's the way I did it last time and I don't know which they said everything went through, but I, I don't know what happened. So this time I'm gonna fax it. I'm gonna fax it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna fax it over this time to make sure it'll be OK.
[AGENT][NEUTRAL] OK, alright, well, that, that would be good if you wanted to fax it. That's fine. Um, I'm gonna go ahead and get you some help now with customer service regarding that check.
[CUSTOMER][POSITIVE] Oh OK, alright, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome. It's gonna be a brief hold, Ms. [PII]. I hope you have a, I mean, I'm sorry, Ms. [PII]. I hope you have a blessed day.
[CUSTOMER][POSITIVE] You too, you too.
[AGENT][POSITIVE] Thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] All righty. Bye bye.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII] in the care team. Hey, I've got Miss [PII] on the phone. Uh, her policy number is 242-5791.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She is calling because she spoke to [PII] earlier about her policy and being able to support her policy, but she's also received
[AGENT][NEUTRAL] A payment from us, a check from us.
[AGENT][NEUTRAL] State and she said the check is to reimburse her for premium and she said that she doesn't know if she needs to send the check back to us because [PII] told her that she was she can um fax in the paperwork to us as long as she gets it turned in by [PII], although [PII]'s notes say the [PII].
[AGENT][NEUTRAL] So I was calling you guys to help her further as far as what she needs to do with the check that she's received.
[CUSTOMER][NEUTRAL] Hang on, I'm reading notes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, you got it pulled up already? I didn't even give you the policy number yet.
[CUSTOMER][NEUTRAL] He didn't you.
[AGENT][NEUTRAL] Did I? It's 242-579-1.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Well, girl, I don't even remember.
[CUSTOMER][NEUTRAL] You didn't even realize you, you gave me the number.
[AGENT][NEUTRAL] I guess it's just, I guess it's just become a habit.
[AGENT][NEUTRAL] That muscle memory.
[CUSTOMER][POSITIVE] I know. It's all right.
[CUSTOMER][NEGATIVE] Oh we got returned.
[CUSTOMER][NEUTRAL] OK, that's why she's doing an extension. Yeah, she'll have to send that back. Alright, what's your callback number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Her callback number is [PII].
[CUSTOMER][POSITIVE] All right, I got it. Thank you.
[AGENT][NEUTRAL] OK. You're welcome, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.