AccountId: 011433970860
ContactId: da6f5e79-81ee-42ef-9d3a-bc3423696636
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151500 ms
Total Talk Time (AGENT): 54763 ms
Total Talk Time (CUSTOMER): 47263 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/da6f5e79-81ee-42ef-9d3a-bc3423696636_20250507T14:18_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], this is [PII]. Um, I have an insured on the phone, uh, mode of pay 3, his policy number is 114039.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And he said that he has not received his bill.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] I think he has it for the other two products, but not the intensive care.
[AGENT][NEUTRAL] Guarantee
[CUSTOMER][NEUTRAL] Yeah, that's not the right policy number. He has it for that one. It's 65864. It's the intensive care, yes, it's for [PII].
[AGENT][NEUTRAL] That's weird.
[AGENT][NEUTRAL] Oh, it's paid to to next year.
[AGENT][NEUTRAL] So it's not due on that one until yeah I say [PII] 26 I mean.
[CUSTOMER][NEUTRAL] To next
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like two checks were posted on [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm. See those.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that was done in billing so I'm not sure I don't have copies of that to check.
[CUSTOMER][NEUTRAL] Alright, but you're saying that it's premiums for this policy is not due until year [PII]?
[AGENT][NEUTRAL] That's what it's showing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You would, you might want to check with billing to see, to check on those two payments that were posted on the same day to see if they were correct.
[AGENT][NEUTRAL] And might have been
[CUSTOMER][NEUTRAL] Yeah, it's a mode of payment 3 I think it's why I'm calling customer service, so go to group.
[AGENT][NEUTRAL] Right, but, um,
[AGENT][NEUTRAL] Yeah, they're they're the ones that actually uh.
[AGENT][NEUTRAL] Applied the premiums, um, and I don't have copies of them since they applied them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But anything else, you know, would be us, yes.
[CUSTOMER][POSITIVE] OK all right thanks.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] All right, thank you.