AccountId: 011433970860
ContactId: bfc13ada-df21-40da-aeed-09dd8c8d8d1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293859 ms
Total Talk Time (AGENT): 135174 ms
Total Talk Time (CUSTOMER): 125977 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/bfc13ada-df21-40da-aeed-09dd8c8d8d1d_20250501T13:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], I'm calling um hm I have a policy with APL and I thought I should get my bill by now and I didn't receive it um mm so I wanna make sure that uh everything's OK so I have the policy number, uh, can you help me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can assist you with um seeing what's going on with that payment. What is the policy number?
[CUSTOMER][NEUTRAL] It's 00652054.
[CUSTOMER][NEUTRAL] And they have a reference of 652-054.
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Policy number, I'm gonna repeat it to make sure I have it correct. 652-564.
[CUSTOMER][NEUTRAL] 652-054
[AGENT][NEUTRAL] 20.
[AGENT][NEUTRAL] 54.
[AGENT][NEUTRAL] All right, and uh um I'm in [PII].
[CUSTOMER][NEUTRAL] Where are you located?
[CUSTOMER][NEUTRAL] Oh, you're in [PII]. OK good.
[AGENT][NEUTRAL] And just to verify, I have it correct. Um, can you please tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] OK, I do have here the
[AGENT][NEUTRAL] Correct address, but
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The date of birth I have it different. Is this a policy in [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's for me, yeah. What's my date of birth? What do they have there?
[AGENT][NEUTRAL] I have, um, [PII].
[CUSTOMER][NEUTRAL] No, that's not me at all. They must have, I don't know where they got that from [PII].
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, my birthday is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I've had this policy forever.
[AGENT][NEUTRAL] OK. I will go ahead and make that correction for you. Um [PII].
[CUSTOMER][NEUTRAL] [PII]. 8 [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] Oh, I don't know where they got that from that you see, that's why you have to check on everything because they, they mess up people by, uh, you know, maybe picking up something that's not right or something. I'm glad I called, but they didn't send my letter, my bill out yet. Is it on its way or what's the deal here? I hope it didn't go to uh uh January, whoever it was.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Well, it is only the
[CUSTOMER][NEUTRAL] I have a department number.
[AGENT][NEUTRAL] It is only the um
[CUSTOMER][NEUTRAL] I have a
[CUSTOMER][NEUTRAL] Today's the [PII].
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] I usually pay by the end of May. Maybe that's what the deal is. I don't know.
[AGENT][NEUTRAL] Um, we know that we just billed um at the end of last week, um, so I will, I will assume that it, I do see here that it, um, it is a bill sent to you, um, so it probably should be on its way, um, still.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Even though it has been already a week.
[CUSTOMER][NEUTRAL] OK, I have a department number. Does that make a difference? Uh, check payable to department number 960, but this is the address to pay to is [PII].
[AGENT][NEUTRAL] Um, well, yes, the main headquarters are in, um, [PII], so that's where everything is received and sent out from, um.
[CUSTOMER][NEUTRAL] But the main, when I started with you, the headquarters were in [PII].
[AGENT][NEUTRAL] Oh, well, um, we made a, a slight change, well, not slight change, but we were bought up from, um, uh, we have a mother company now, so we are associated um with uh a company that is based in [PII]. So all of it has been, um.
[AGENT][NEUTRAL] Pretty most of the things have been moved to [PII]. Everything comes in and out from it, even though that we still have an APL office in [PII].
[CUSTOMER][NEUTRAL] OK, I got you I understand very good. OK, thank you, my friend. OK, I'll be waiting if I don't get it, I'll call again. What is your name now? Tell me your name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII] in customer service.
[CUSTOMER][POSITIVE] OK, thank you again, cheer, uh huh have a good day, uh, cheer bye bye uh huh bye.
[AGENT][POSITIVE] You're welcome. You too.
[AGENT][NEUTRAL] No.