AccountId: 011433970860
ContactId: c2e0e974-634c-40cf-b231-72b32a640079
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1175170 ms
Total Talk Time (AGENT): 432919 ms
Total Talk Time (CUSTOMER): 372387 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/c2e0e974-634c-40cf-b231-72b32a640079_20250129T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes ma'am, I'm calling and I've been, uh, just calling for several times. I haven't received my.
[CUSTOMER][NEUTRAL] My uh statement
[AGENT][NEUTRAL] What, what's, when you say statement, what do you mean?
[CUSTOMER][NEUTRAL] Uh, my what I have to pay in for my policy.
[AGENT][NEUTRAL] OK, let me get your name and policy number. Let me pull that up and then we can look at it together, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] My name is uh uh [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Fails [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my policy number is 653-534.
[AGENT][NEUTRAL] OK, what's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And I've, uh, yes ma'am, I've been calling, I've been calling since the first of this month.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Let me verify some information and then we can proceed, OK? Um, what's your um date of birth and your um mailing address?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] And an email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Alright, thank you [PII], give me one moment.
[AGENT][NEUTRAL] So is this regarding your premiums?
[CUSTOMER][NEUTRAL] Uh, just, I guess, yes, I'm, I'm, I'm.
[CUSTOMER][NEUTRAL] I haven't received a statement to where I'd had to pay my pre I guess it is the premium. I, I don't know.
[AGENT][NEUTRAL] OK, so you, OK, so you're talking about your invoice, OK, I'm OK, yeah, I'm looking at the notes here so um I see where it was ordered on the [PII] today is now the [PII], so let me look and see.
[CUSTOMER][NEUTRAL] In board, yes.
[AGENT][NEUTRAL] Uh, what I can find. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And of course it'll be
[CUSTOMER][NEGATIVE] Yeah, because I don't like that I, I, I, I pay it quarterly and the last time I paid it was in October.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] For October, November, December, and I, this ain't never happened before.
[AGENT][NEUTRAL] OK, so you're, you pay every quarterly, no, yeah, quarterly? OK, I got you. Let me see.
[CUSTOMER][NEUTRAL] Supre quality, mhm, mhm.
[CUSTOMER][NEGATIVE] And I don't want it, and that's, I don't want to cancel, that's the reason why I'm, I'm on it.
[AGENT][POSITIVE] You're good. I know that's, thank you for that. You're good though. Let me see, cause it's been documented, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Still looking
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], I'm gonna place you on a brief hold. I've located where the billings are housed, um, and so let me check status as to how long does it take after it's ordered because it was ordered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the [PII], today is the [PII].
[CUSTOMER][NEUTRAL] But uh, but that's the thing about it, I, I called earlier like around the [PII] or whatever.
[AGENT][NEUTRAL] Mhm. I think I've spoken with you before. Mhm.
[CUSTOMER][NEUTRAL] Like the middle
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] No, you called on the [PII]. I will keep with you on the [PII].
[AGENT][NEUTRAL] And you updated your address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] One more minute.
[AGENT][NEUTRAL] So you are at [PII].
[CUSTOMER][NEUTRAL] [PII] mhm yes ma'am.
[AGENT][NEUTRAL] Uh-huh. [PII]. Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] And then I actually requested because of the time frame if it could be emailed to you otherwise it is mailed but we can email it as well.
[CUSTOMER][NEUTRAL] Yes, well, and I, I never received the email. I, I could have did an email also, yes ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, so when I sent a request I requested that it be emailed to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it has been ordered. I'm just trying to determine the timeline that it takes to get it in your for your file.
[CUSTOMER][NEGATIVE] OK, I just don't want, I just don't want, want it to.
[CUSTOMER][NEUTRAL] To be to where I lose lose the insurance.
[AGENT][NEUTRAL] You won't, yeah, I understand. How do you normally pay? You just send it back in with the invoice?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I send a check 3 yeah, I, I, I send a check in, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Gonna place you on a brief hold, [PII], OK? I'll be right back.
[CUSTOMER][NEUTRAL] Yes ma'am, OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I, I, I'm good. I have a question. When an, uh, this is mode of payment 3. When an invoice is ordered, how long does it take to upload in Onase generally?
[CUSTOMER][NEUTRAL] If it's a mode of payment 3, is that a direct?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And in the notes it says that, um, on the 2.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Yeah, 653.
[AGENT][NEUTRAL] 534 [PII].
[CUSTOMER][NEUTRAL] 24. I don't.
[CUSTOMER][NEUTRAL] I don't think direct bills get uploaded, um.
[AGENT][NEUTRAL] Oh, they go directly to the insured?
[CUSTOMER][NEUTRAL] Yeah, it, it just, yeah, it goes out in the mail, um.
[AGENT][NEUTRAL] Well I'm looking at Onase and I see the other invoices.
[AGENT][NEUTRAL] Under admin.
[AGENT][NEUTRAL] Eilings.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I was just gonna email him one from here but I don't see the one beginning January.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Well, the only reason why I don't think they go, that might not be if, if we do still uh or if they're still uploaded, they might go in a different spot because the last one that was uploaded was back in September and we've.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Build
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We build back in.
[AGENT][NEUTRAL] That was for
[CUSTOMER][NEGATIVE] December and nothing was uploaded.
[AGENT][NEUTRAL] Yeah, the one for September was for October through the end of the year.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Mhm, and then we billed again on [PII] and nothing was uploaded, so.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] You're thinking that the invoices are house somewhere else, the billing statement, I mean.
[CUSTOMER][NEUTRAL] Yeah, they, they might be, um, but that, that's probably gonna, well, that's gonna be a customer service question just because they handle direct bills and uh individual pay policies, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I mean you would think it'd be put under billings, but since the one from [PII] was not.
[CUSTOMER][NEUTRAL] Uploaded there.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I don't know where else they would be, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that's, that's what's on the guru article too, the administrative and then.
[AGENT][NEUTRAL] Um, billings, that's why, uh-huh.
[CUSTOMER][NEUTRAL] Yeah, and like I said, uh, I don't.
[CUSTOMER][NEUTRAL] It could be that we don't upload those anymore or they are just that far backed up. I don't, yeah, um, yeah, I would do that and when you do find out, let me know, shoot me an IM so just in case something else does come up, I'll be able to help the next time.
[AGENT][NEGATIVE] Not ready. Mhm. I'll call customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty, will do. Thank you.
[CUSTOMER][POSITIVE] Uh, all right, no problem.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Good, I am calling about policy number 653.
[AGENT][NEUTRAL] 534.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I see where a direct bill has been ordered on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, are those uploaded into OnBase? I have him on the phone again.
[CUSTOMER][NEUTRAL] They're supposed to be, but I don't know for sure if they are or not um I think that would be billing that would know that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For sure, but um
[AGENT][NEUTRAL] I just spoke with billing and they said to call customer service.
[CUSTOMER][NEUTRAL] You're kidding.
[AGENT][NEUTRAL] And you ordered the, you ordered the letter or the bill.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, we order it through the system, but um I believe it goes through billing and they send it out.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] They said customers.
[CUSTOMER][NEUTRAL] I'll, I
[CUSTOMER][NEUTRAL] Yeah, all we can do is put a uh a sub bill in the system.
[CUSTOMER][NEUTRAL] And then uh it's supposed to automatically do and.
[CUSTOMER][NEUTRAL] Did you look to see if it was in in imaging?
[AGENT][NEUTRAL] Yeah, I'm in, I am in on base I'm under administrative and billings and I see the others, but I don't see and I don't know how long it takes once it's ordered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, let's see, what is that policy number again? Oh, I wrote it down 653.
[AGENT][NEUTRAL] If it, if it's
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] I always go in under just.
[CUSTOMER][NEUTRAL] The policy number because sometimes somebody might image it wrong or.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Under under custom queries? OK.
[CUSTOMER][NEUTRAL] Yeah, cause
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just to make sure.
[AGENT][NEUTRAL] Yeah, I think I've looked there too.
[CUSTOMER][NEUTRAL] Yeah, there's nothing since October.
[AGENT][NEUTRAL] So I was wondering once it's ordered um so I can have [PII] add it if if if that be the case so I'm trying to figure it out once it's ordered, how long does it generally take to be uploaded to Onase if it's uploaded to Onase?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it it's an automatic thing, so I'm not sure, yeah.
[AGENT][NEUTRAL] It OK, so if it was done on the [PII], it should be out here.
[CUSTOMER][NEUTRAL] I would think.
[AGENT][NEUTRAL] OK, anywhere else we can look, I went to retrieval and then the administrative and then billing.
[CUSTOMER][NEUTRAL] That was
[AGENT][NEUTRAL] Cause it's individual, anywhere else it could be housed?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I go under custom queries and then click on APL policy number.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And it put the policy number in and it'll pull up everything.
[AGENT][NEUTRAL] Yeah, I've been there. It's not there.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah and it's not there so I don't know any other place it would be.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And so if you wanna follow up on the order, I mean what do we do?
[AGENT][NEUTRAL] If it's already been ordered and it's not in the file or the he's wanting his bill basically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, does he want it emailed or mailed?
[AGENT][NEUTRAL] He, he want it emailed.
[CUSTOMER][NEUTRAL] Email I'll do up a manual email and get it to me.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK. All right. And the email address.
[CUSTOMER][NEUTRAL] That's the only, yeah, that's the only thing I can think of.
[AGENT][NEUTRAL] OK, and I thought I put a hub request in for this, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] 653534.
[AGENT][NEUTRAL] Um, [PII] submitted herb request 304-18 to customer service to email invoice.
[CUSTOMER][NEGATIVE] Kelvin fails.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, that's probably when we did the bill, yeah.
[AGENT][NEUTRAL] Why you ordered it?
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Well, if you can, um.
[AGENT][NEUTRAL] Do it manually or whatever.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I'll have to print it, uh, type it up here and email it. Let's see.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] 99% sure I've still got this in here.
[CUSTOMER][NEUTRAL] Billing
[CUSTOMER][NEUTRAL] Manual bill don't use direct OK.
[CUSTOMER][NEUTRAL] It's it'll take me about 5 minutes and I, I'll, I'll get it to him, uh, uh, you want me to tell him or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I'll let him know should be looking for it. I'm not gonna tell him a time frame I mean not today. I'll say tomorrow or something.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Well, I'm typing it right now. All right, thank you. Have a good day. Bye.
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] Uh bye-bye. You too.
[AGENT][POSITIVE] [PII], thank you so much for holding. OK.
[AGENT][NEUTRAL] Um, so, so the letter has been ordered, but I've requested that we, um, kind of get it done, um, immediately, so they're going to be emailing one over to you, um, within the next 24 hours so you may receive it tomorrow. It could be today, but at least wait until tomorrow, and I do wanna go ahead and verify your email address again because I asked if they would mail it, email it to you. You should receive it in the mail as well because it has been ordered.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh OK, yes ma'am, but yeah, OK, go ahead, I'm sorry.
[AGENT][NEUTRAL] But the email I
[AGENT][NEUTRAL] The email
[AGENT][NEUTRAL] That's OK. [PII], so your first name and then your last [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]. Yes ma'am.
[AGENT][NEUTRAL] OK, OK, yeah, and so I put a request in on the [PII] and they ordered it on the [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And um
[AGENT][NEGATIVE] I'm surprised you've not received it.
[AGENT][NEUTRAL] Now, but I did also up well but I had already updated your address before it was ordered, so that shouldn't be a problem.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Right, yes ma'am, mhm, yes ma'am.
[AGENT][NEUTRAL] It going to the wrong address shouldn't be a problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm thinking you would receive it here shortly in the mail, but we're gonna get one to you sent email as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so how long, so you say I should uh.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Between now and tomorrow it's not, it won't, it won't because we, we have documentation that you called about it that we've ordered the bill and then I'll just put a note in here that um what we're doing today and that I informed you that you should be receiving the uh bill via email.
[CUSTOMER][NEGATIVE] I, I just don't want
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'd be great, yes ma'am.
[AGENT][NEUTRAL] So we have our notation here, so you're OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Alright, I, I, I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. Anything else we can help out with today?
[CUSTOMER][POSITIVE] Oh no ma'am I'm I'm I'm good now.
[AGENT][POSITIVE] OK. Thank you for being patient and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright, hey, you have
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, you do sign.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.