AccountId: 011433970860
ContactId: bc41f149-0954-4e97-819f-c5963fb70e3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391809 ms
Total Talk Time (AGENT): 192697 ms
Total Talk Time (CUSTOMER): 124496 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/bc41f149-0954-4e97-819f-c5963fb70e3d_20250512T17:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], good afternoon. How are you today?
[AGENT][POSITIVE] I'm great and you?
[CUSTOMER][NEGATIVE] I'm doing well. I'm calling. I'm trying to, um, I haven't received the bill, but I just pulled up my policy and it's showing that it's lapsed. So, and I a bill was never bill was never sent to me. Even on if I go on the portal, I can't even see it online either.
[AGENT][NEUTRAL] OK, so you're calling on behalf of a group or um is this an individual policy?
[CUSTOMER][NEUTRAL] In individual policy.
[AGENT][NEUTRAL] OK, so, yes, sir, you wouldn't be able to see that on the portal. So, um, I can try and help you with this and take a look. Well, who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] 236.
[CUSTOMER][NEUTRAL] 1671, come in.
[AGENT][NEUTRAL] 2361671. Is that correct, Mr. [PII]?
[CUSTOMER][NEUTRAL] Come in.
[CUSTOMER][POSITIVE] Yes, that's, that's correct.
[AGENT][NEUTRAL] OK. All right, thank you. Give me a moment please to get your policy information pulled up. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Give me one second. You know what, just, I'll come to you. OK, I'll be back. OK, what did you say? I'm sorry?
[AGENT][NEUTRAL] OK, so I'll need to verify several things with you first, Mr. [PII], for security. So first off, if you would please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes, ma'am. [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] Uh yeah, that'd be [PII]. Um, that's [PII]. That's in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The phone number that we show for you is the same as the one you gave me, so that is the best number that we should have. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, thank you and then lastly um your email address please.
[CUSTOMER][NEUTRAL] Um, yes, [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. So give me just a moment to look at a few things.
[CUSTOMER][POSITIVE] All right, thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so I can see where you were sent an email on [PII] with your bills.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me double check. I don't think I've seen that.
[AGENT][NEUTRAL] Now, because this policy does show.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That it was paid to 31. I will need to connect you with a member of our customer service department to look at this further with you, but when I do transfer you, Mr. [PII], I will give them your policy number and let them know that I have verified all all of your information so you will not have to do that again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. You're welcome. So before I transfer you though, is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] No, that, that'll be all, thanks.
[AGENT][POSITIVE] Alright well you're very welcome it was my pleasure and thank you again for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing good. How about yourself?
[AGENT][POSITIVE] Uh, I'm great, thanks. Thank you, thank you. So I have an insured and that's kind of perfect that you're the one getting the call since it looks like you talked to this gentleman the last time.
[AGENT][NEUTRAL] Um, so I have an insured on the phone, Mr. [PII], and his policy number is 2361671.
[AGENT][NEGATIVE] And he was calling again about his bill that he's not received.
[AGENT][NEUTRAL] I verified all of this information, but then I did see your note and I told him that it appears we emailed that to him on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, hang on. It's making me put a note. Hang on.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yeah, no, you're fine because I'm making my note on his policy, so it's all good.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Did he not get the email?
[AGENT][NEUTRAL] He said he didn't think that he did, but he was, he was gonna be checking it while I was transferring him.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] I don't do them often.
[CUSTOMER][NEUTRAL] Yeah, it's pulling up, so I see something.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] At [PII] that morning.
[CUSTOMER][NEUTRAL] Now I did it on behalf of the care team. I don't know if that had anything to do with it, but I can resend it to them.
[AGENT][NEUTRAL] OK. Well, you just, yeah, because he's, he logged into his port and saw it was still, you know, that it's lapsed and everything, so.
[CUSTOMER][NEUTRAL] Go ahead and send them to me.
[CUSTOMER][NEUTRAL] What's the contact number?
[AGENT][NEUTRAL] Anyway,
[CUSTOMER][NEUTRAL] What's the callback number, the one on file?
[AGENT][NEUTRAL] I told him he wouldn't be able to see a bill in there. Yeah, it is. Mhm, same ones on file, but yeah, I did explain to him when he said he logged into the portal and it was showing as. I told him that, well, he wouldn't be able to see his bill in the portal, you know, and so he does know that too.
[CUSTOMER][NEUTRAL] Right. OK. All right. Send them to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I may just end up telling him he can pay it over the phone just see what he wants to do, but we'll go from there.
[AGENT][NEGATIVE] Gotcha.
[AGENT][POSITIVE] Hi, [PII]. Well, thank you very much. Have a great afternoon.
[CUSTOMER][POSITIVE] Thank you, love.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] All right, thanks. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome. Bye.