AccountId: 011433970860
ContactId: bbf494d8-99d2-409b-8085-23992932f6ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200229 ms
Total Talk Time (AGENT): 77436 ms
Total Talk Time (CUSTOMER): 70739 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/bbf494d8-99d2-409b-8085-23992932f6ad_20250221T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, this is [PII]. I have Mr. [PII] on the phone. Um, he stated that someone was supposed to call him back in regards to his reinstatement.
[AGENT][NEUTRAL] We're still waiting on the supervisor.
[AGENT][POSITIVE] I'll be happy to let him know.
[CUSTOMER][NEUTRAL] OK, and do you need his policy number?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, it's 236-1671.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] Uh-huh, thank you.
[CUSTOMER][POSITIVE] Mhm. Have a great weekend bye.
[AGENT][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Uh, good morning, Mr. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Hey, good morning, Ms. [PII]. I'm great. I'm great. How about yourself?
[AGENT][NEUTRAL] I'm good thank you. Um, [PII] was saying you, you were calling about the reinstatement, is that correct?
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEGATIVE] Right, I, I, yes, I was, I never heard back from my underwriter. I guess they were gonna call me back from what from what I was told, and I'm still waiting.
[CUSTOMER][NEUTRAL] Cause I noticed the end of the money is coming up, coming up and I want, I need to make the payment if, if, you know, if it was reinstated.
[AGENT][NEUTRAL] OK, uh, it looks like.
[AGENT][NEUTRAL] It looks like it was reinstated.
[AGENT][NEUTRAL] And you should be getting a bill uh for starting in March.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In March, OK, now would that be, would that be mailed to me or would that be um emailed?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm confused on this um I'm sorry it's, it looks like it's still on payroll deductions but it, it should be.
[AGENT][NEUTRAL] Let me change that to where it it mails you a bill um and we we probably will bill this weekend.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you should get the bill sometime next week.
[AGENT][NEUTRAL] And that'll be for March, April, and May.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] March, April, OK, OK. Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Is there
[CUSTOMER][NEUTRAL] OK, I was just wondering, for some type of follow up guide because I, I haven't heard anything, so I was just kind of, you know, wondering what was going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yeah, we, the, the, there was a letter ordered that should have gone out in the mail. Let me see when it was ordered.
[AGENT][NEUTRAL] It is ordered on.
[AGENT][NEUTRAL] On the [PII], so you should have gotten it by now. Let me.
[AGENT][NEUTRAL] Let me see if we've got it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, no, I checked my mailbox. I haven't received anything. I mean, let me, I haven't checked it in a few days, so let me, I, I can, I'll check it when I get home today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and is there anything else that I can help you with today or?
[CUSTOMER][POSITIVE] No, ma'am. That, that, that would be all. Thank you so much for your help, Miss [PII].
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] You as well. Thank you so much.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.