AccountId: 011433970860
ContactId: ae7fa845-5851-4b8c-bff1-58d83f745674
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163929 ms
Total Talk Time (AGENT): 81656 ms
Total Talk Time (CUSTOMER): 81332 ms
Interruptions: 4
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/ae7fa845-5851-4b8c-bff1-58d83f745674_20250206T22:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good so how are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I have a, um, member on the line that he, he pays quarterly and he has not received his bill yet and he's calling to make sure he's gonna get that bill. I see that it looks like he's paying until the end of this month, so probably that's why he hasn't received it, but I just wanna make sure.
[AGENT][NEUTRAL] OK, uh, what's the policy number?
[CUSTOMER][NEUTRAL] It's an old policy. It's 152076.
[AGENT][NEUTRAL] 1520 what?
[CUSTOMER][NEUTRAL] 76.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sorry, my earpiece kinda cut out, I think. All right, let's see.
[CUSTOMER][NEUTRAL] Uh it's fine. Uh, I mean, um.
[CUSTOMER][NEUTRAL] I'm here, but I'm, I'm ready to leave.
[AGENT][NEUTRAL] Girl, you and me.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] Yes, Mr. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, he's paid up to 224 so his bill actually won't go out till let me see if I can figure it out.
[AGENT][NEGATIVE] Oh, because some days I get confused on when they send these bills out.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] Cause I think it says direct.
[AGENT][NEUTRAL] Direct bills, OK, yeah, they'll be sent out on the [PII].
[CUSTOMER][NEUTRAL] On the [PII] for him to get it before the end of next month, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I mean he's probably gonna get it after his due date, but I, I don't know why we do that, but everybody who gets direct bills, they get it after their due date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] I've noticed that because everybody that calls in they're like, I haven't gotten my bill yet. Yes, we just issued them and yeah, I, I don't know why that is but yeah, so.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's how it.
[AGENT][NEUTRAL] But he will be fine, you know, he has the 30 days to remit his payment, so, but yeah, that's when it, yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, mhm, yeah.
[CUSTOMER][NEUTRAL] Got you. So that's when it's gonna go out. OK, I can let him know that's when he's gonna go out and that's why he has not received it. So it's going in the end of this month, but not last month. He thought it was gonna supposed to be out in the last month. OK. OK dokey. Well, I can let him know. Thank you so much. Have a good evening. Thank you. bye.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] No problem. Oh, you too. Bye.