AccountId: 011433970860
ContactId: dfe847d6-23ad-48d0-be3c-3192f85066c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276140 ms
Total Talk Time (AGENT): 99959 ms
Total Talk Time (CUSTOMER): 153704 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/dfe847d6-23ad-48d0-be3c-3192f85066c1_20250226T22:00_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I received a bill in the mail. Um, it went to my previous address and it says it hadn't been paid, but I have paid it and also changed the address, so I wanted to check on that.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, Miss [PII]. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, hold on one second let me.
[CUSTOMER][NEUTRAL] Let me stop a second, I'm driving.
[AGENT][NEUTRAL] Oh no, I can look it up by your social if that would be easier.
[CUSTOMER][NEUTRAL] Uh, I just pulled over. Hold on, give me one second. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You just take your time.
[CUSTOMER][NEUTRAL] OK, it is 00973044.
[AGENT][NEUTRAL] And do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] and I'm not sure if it has the [PII] or the [PII].
[AGENT][NEUTRAL] Looks like we still have [PII]. Is that the old address?
[CUSTOMER][NEUTRAL] Oh, that's correct then. No, that's the correct address, but this letter come in the mail to the um [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Address so that's why I thought it wasn't right.
[AGENT][NEUTRAL] Yeah, and I'm showing that the policy was paid through January the first.
[CUSTOMER][NEUTRAL] Of 25
[AGENT][POSITIVE] Of 26, so you're good.
[CUSTOMER][NEUTRAL] Oh, OK, well, wonder why I just got this pi and it has um.
[CUSTOMER][NEUTRAL] [PII] on it.
[AGENT][NEUTRAL] I wonder, um, does it have a date on the letter?
[CUSTOMER][NEUTRAL] Um, no, I don't see a date.
[AGENT][NEUTRAL] Now I see that you called on looks like on [PII].
[CUSTOMER][NEUTRAL] Right, I would have paid it then.
[AGENT][NEUTRAL] That you had.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] But I mean this is I mean uh end of February and it's actually luckily it's my sister's address so luckily she got it and.
[CUSTOMER][NEUTRAL] gave it to me, but I was just.
[CUSTOMER][NEUTRAL] Oh, OK, so there wouldn't, there wouldn't be anywhere else that this needed to be updated?
[AGENT][NEUTRAL] I'm just checking to see if I have a copy of that letter.
[AGENT][NEUTRAL] Does it have a department on it? Is it customer service? Is it signed by customer service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, it's just
[CUSTOMER][NEUTRAL] How is at the top my name and.
[CUSTOMER][NEUTRAL] The old address amount due.
[CUSTOMER][NEUTRAL] Um, the premium period due date [PII].
[AGENT][NEUTRAL] What's the amount of premium amount due?
[CUSTOMER][NEUTRAL] Uh 12,960.
[AGENT][NEUTRAL] That's your annual premium or that's the premium amount. Do you mind holding just one moment and let me see if.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Customer service and you said that was the date on the letter is [PII]?
[CUSTOMER][NEUTRAL] No, I just received it. I mean, she may have had it a few weeks, but.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She just brought it to me. No, there, I don't see a date on the letter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because from what I see, everything is, I mean, you're paid through [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we
[CUSTOMER][NEUTRAL] OK, well then, uh, we won't worry about it. I just didn't want this to lapse and I could see on my statement I had paid it, but I just want to double check, so.
[AGENT][NEUTRAL] Yeah, it all looks good and that we've got that [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, that's it.
[CUSTOMER][NEUTRAL] That's correct. OK, well, that's good. I just wanted to double check, so we should be fine.
[AGENT][NEUTRAL] And you know that might have gone out in December. You never know with the mail. She might have just.
[CUSTOMER][POSITIVE] Yeah, cause that you're absolutely correct on that. So, well, I appreciate your help today and I hope you have a great afternoon.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, thank you for calling APL Miss [PII]. It's been such a pleasure to assist you and I hope you have a wonderful afternoon as well. Take care.
[CUSTOMER][POSITIVE] OK thank you alright bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.