AccountId: 011433970860
ContactId: acce9a5f-4e74-4ce2-9f03-e326c9532d43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392839 ms
Total Talk Time (AGENT): 209059 ms
Total Talk Time (CUSTOMER): 112924 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/acce9a5f-4e74-4ce2-9f03-e326c9532d43_20250529T14:56_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I have a question. Uh, uh, have not received a bill from, uh, from APL.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Can you tell me when I'm supposed to get it and when my premium is due?
[AGENT][NEUTRAL] I sure can, but before we proceed, is it possible to get your name and call back number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And do you happen to have your policy number by chance?
[CUSTOMER][NEUTRAL] 00627844
[AGENT][NEUTRAL] Thank you for that. And I just need to verify a few things, Ms. [PII]. Can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII] and my mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that, Miss.net. And I'm showing we don't have an email account on file. Would you like to add one to your policy?
[AGENT][NEUTRAL] Or you don't
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I, I don't really use the computer much.
[AGENT][NEUTRAL] OK, that's fine. I understand. Yes, ma'am. All right, so I'm showing, um, that you're paid to [PII]. You are active. Your bill should have went out this Monday, but let me make sure I'm telling you right. Give me just a second.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so we billed Friday. Your bill should have went out Monday, so you should get it in the mail within the next few days, um.
[AGENT][NEUTRAL] I would say at least give it a
[CUSTOMER][NEUTRAL] What I what
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well that white children uh past due before they send them out.
[AGENT][NEUTRAL] It's not past due. It's not due until [PII], and you do have a thirty-day grace period to get the premium remitted in. We, yes, ma'am.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] [PII] there's no way I could get it even get it today and send it and get it there by [PII].
[AGENT][NEUTRAL] Well, you're not gonna be penalized for it being late. We don't charge late fees or anything. And again, you do have a 30-day grace period, but we only bill once a month and it's around the [PII]. Um, if it's not occur around the [PII], it's usually a couple of days after, and then, of course, there's the mail time, but um,
[AGENT][POSITIVE] That's our normal billing period. I do apologize for the inconvenience of it, but again, you're not charged late fees and you do have 30 days for the premium to be remitted in. So even if we receive it after the [PII], you're still fine.
[CUSTOMER][NEUTRAL] OK, can you, uh, can I pay this over the phone?
[AGENT][NEUTRAL] Yes, you can definitely make a payment, um, we can only do it by credit card and I will have to transfer you to our billing department because they're the ones that have the capability to do that. So if you'd like I can do that for you now.
[AGENT][NEGATIVE] Missing out.
[CUSTOMER][POSITIVE] OK, that would be, that would sure be helpful to me.
[AGENT][NEUTRAL] OK, yes, ma'am, no problem at all. I understand completely. So I'm fixing to place you on a brief hold while I get someone in the billing department to assist you further just so they can take a payment over the phone. And then of course once that payment's taken, you will be paid current. So if you do get that bill, just hold on to it for your records. Is there anything else I can help you with before I transfer you, Ms. [PII]?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APO. You have a wonderful day and hope, please.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] in the customer service department. I've got an insured on the back line who wants to make a payment over the phone. She is active and on an annual bill payment, but she's a little bit nervous because the bill's been mailed, but she wants to pay it before it's due.
[CUSTOMER][NEUTRAL] Um, so she's mailed a check as well?
[AGENT][NEUTRAL] No, she, she was calling to see about the bill being sent out and because she hasn't got it yet. Yeah, she hasn't got it yet. And I told her I'd be there in the next few days, but she's like, if it's due [PII], I'd rather make a payment over the phone. I told her she had a 30 day grace period, but she, she's one of those people that wants to make sure everything's paid on time, so.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][POSITIVE] Nothing wrong with that, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let me just get her policy number.
[AGENT][NEUTRAL] OK. Her number is 627-844.
[AGENT][NEUTRAL] Miss [PII], and she's been fully verified.
[AGENT][NEUTRAL] And her callback number is the number on the line [PII].
[CUSTOMER][NEUTRAL] OK, let me just get logged in real quick to this.
[AGENT][POSITIVE] Oh, you're fine. Take your time.
[CUSTOMER][NEUTRAL] Why is it not taking uh.
[AGENT][NEGATIVE] It seems like this whole week, everything's not working right.
[CUSTOMER][NEUTRAL] And girl, when it rains, it, it pours, uh, if I spell in public rooms.
[AGENT][NEUTRAL] Yeah, I know.
[AGENT][NEUTRAL] Yeah, it's been like that this week for me. I'm off on next week and I'm like.
[CUSTOMER][NEUTRAL] Like seriously, like today it's just piling on.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, of course it's gonna ask me for a code. Let's see.
[CUSTOMER][NEUTRAL] Come on, come on, come on, come on.
[CUSTOMER][NEGATIVE] Why is it taking forever? Oh my, oh my gosh, it's just blowing up.
[CUSTOMER][NEUTRAL] Why is it not loading?
[CUSTOMER][NEGATIVE] My dashboard is not showing up.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][POSITIVE] Oh, there it goes. OK, I'm ready for it whenever you are. Thank you for your patience.
[AGENT][POSITIVE] All right. Oh, no problem, [PII]. I know how it is, girl. All right, here she goes, and I hope you have a good day. Thanks.
[CUSTOMER][POSITIVE] Thank you as well. Bye bye.