AccountId: 011433970860
ContactId: bd01d53b-cda5-45be-9a31-0c1625142786
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274500 ms
Total Talk Time (AGENT): 83484 ms
Total Talk Time (CUSTOMER): 130405 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/bd01d53b-cda5-45be-9a31-0c1625142786_20250210T19:20_UTC.wav
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[AGENT][NEUTRAL] Yeah, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm checking to see if you received a payment uh on for my husband that I sent in because when I got your letter, your statement just recently, it shows a different address and I just want to make sure that you got.
[CUSTOMER][NEUTRAL] The payment.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] Can I give you the policy number. Can you check and see if you got it?
[AGENT][NEUTRAL] Mhm, can I get your name first?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm [PII]'s wife.
[AGENT][NEUTRAL] OK, are you on the policy, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] 1017535
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Well they don't put it under when I put it beside her.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Let's go.
[CUSTOMER][NEUTRAL] Uh, do you rep.
[CUSTOMER][NEUTRAL] And what do you charge?
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] What did you say?
[AGENT][NEUTRAL] What is the date of service uh of this claim that we paid?
[CUSTOMER][NEUTRAL] What's the date of it?
[AGENT][NEUTRAL] Are you calling to verify that we have the right address to send a check?
[CUSTOMER][NEUTRAL] Yes, I don't know what you have on is uh I can give you the reference number and I can give you a policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have the policy number you've already given me that. Are you referring to a claim benefit check or a premium check?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, no, no, no, this is a month this is a yearly payment that we make for his insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's you're talking about premium then.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Give me
[CUSTOMER][NEUTRAL] It's paid once a year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you know what type of policy it is?
[CUSTOMER][NEUTRAL] Uh, it's an insurance policy.
[AGENT][NEUTRAL] Is it accident? Is it a life policy? Is it a medical policy?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] Oh crap, I don't know, it's a life policy.
[AGENT][NEUTRAL] OK, because the policy number that you gave me is for an accident policy that is no longer active as of [PII], so let me search by the name.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] Spell the first name please?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm, one moment.
[CUSTOMER][NEUTRAL] I have a reference number if that helps anything.
[AGENT][NEUTRAL] What number did you give me before?
[CUSTOMER][NEUTRAL] Well, that says the policy number, but I have a reference number that's different.
[AGENT][NEUTRAL] What, OK, what is that number?
[CUSTOMER][NEUTRAL] 153127
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that is the correct policy number. The first one you gave me is an older one, so give us the 153127 when you call.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh-huh. And what's your date of birth, [PII]?
[CUSTOMER][NEUTRAL] Oh well mine is one.
[CUSTOMER][NEUTRAL] Oh, his is [PII]. Mine's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] All I want to know is if you received the payment. So all I need to know.
[AGENT][NEUTRAL] I know it, but I have to get you verified for security purposes, so that's why we have to ask these questions.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've been paying it for 40 years.
[AGENT][NEUTRAL] OK, so I currently show it paid up to [PII].
[CUSTOMER][POSITIVE] OK, so that means you did receive it. That's all I wanted to know. Thank you very much.
[AGENT][POSITIVE] Correct. OK. You're welcome. Have a good day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.