AccountId: 011433970860
ContactId: e75b2b17-544b-485a-9515-baa9a7f78c19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 855940 ms
Total Talk Time (AGENT): 416467 ms
Total Talk Time (CUSTOMER): 352475 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/e75b2b17-544b-485a-9515-baa9a7f78c19_20250210T17:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. Uh, my name is [PII], and I got a, a letter from y'all saying that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I had a premium due that I didn't, uh, respond to, and they gave me the amount and, uh, I don't remember this policy. I'm sure I haven't had I looked up and I did have it listed something, but I need to know what's in it, and I, um, hurt my leg and I was having some problems walking, so I haven't been out, um.
[CUSTOMER][NEUTRAL] So I need, I need to know, and now, now it's fine, but I need to know what this policy is and maybe get a copy of it and I, you tell me the amount and this letter it tells the amount, but I'll ask you again the amount due.
[AGENT][NEUTRAL] OK, so Miss [PII], you're wanting, you've received a letter from APO regarding your premium payment due, and you're wanting to verify what type of policy this actually is and get a copy of it as well, is that correct?
[CUSTOMER][NEUTRAL] Exactly, yes, exactly, and uh tomorrow we going uh downtown so I can mail a check. I need to know how much it is so.
[AGENT][POSITIVE] OK, Ms. [PII]. So first off, I um I can partially help you with all of this. What is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number that's on the information you received?
[CUSTOMER][NEUTRAL] 00766574.
[AGENT][NEUTRAL] OK, so thank you. Give me a moment, Miss [PII], to get your policy information pulled up. Once I do, I will have to verify several things with you first for security, so just one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the phone number that we have on file for you is the same as the one that you gave me is that the best contact number we should have? OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the last name is [PII] to verify is going to be your uh email address, please.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you, so give me just one more moment.
[AGENT][NEUTRAL] OK, so Miss uh [PII], this is something that you had when you through the Citrus County school board that you continued on your own. This is a cancer policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK, the school board because I didn't remember that is, and it's a cancer policy. Yes, I had one of those. Uh, did, did you bill that out or what? I, I didn't get a bill. I got this letter now, but I didn't have anything before that. So how does it come?
[AGENT][NEUTRAL] This is your cancer policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Now, what I can do to
[CUSTOMER][NEUTRAL] Uh, do you bill it out to me?
[AGENT][NEUTRAL] Yes, ma'am, uh-huh.
[AGENT][NEUTRAL] This, um,
[AGENT][NEUTRAL] Yes, it shows the premium to be 28,560. Is that correct? Is that what you received on your letter?
[CUSTOMER][NEUTRAL] No, well, it's a monthly premium is uh 2380, so you said the other is to what?
[AGENT][NEUTRAL] OK, so what
[AGENT][NEUTRAL] This shows 28,560, but what I'm going to do, let me look at one more thing for you please.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, so I'm sorry, what does your letter say your premium amount is?
[CUSTOMER][NEUTRAL] Wait, I don't think it's that. Let me look and see.
[AGENT][NEUTRAL] Yes ma'am, because that's, I was checking to make sure you only had.
[AGENT][NEUTRAL] This one policy with us?
[AGENT][NEUTRAL] And OK, so because it's, it appears that you pay quarterly.
[AGENT][NEUTRAL] So it's 2380 but you pay quarterly.
[CUSTOMER][POSITIVE] Oh OK, that's correct.
[AGENT][NEUTRAL] It's how it is set up for. So that's $285.60.
[CUSTOMER][NEUTRAL] But that's uh what what you just said the monthly premium is 2380.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] But that's not how you're set up to pay, correct? That was the initial number you gave me, I believe you said 2380. So yes, that would be monthly, but you're set up for quarterly payments.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, and yeah, that's fine. I just didn't know what applied.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I wonder is that and the last payment I made on it, well, how did I pay it monthly or quarterly?
[AGENT][NEUTRAL] Quarterly and this policy was paid to 121.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if I, if I send you 2 85 60 then that'll be to uh.
[CUSTOMER][NEUTRAL] What 26.
[CUSTOMER][NEUTRAL] Well, no, it'd be uh all of 25.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] No, it would only be a quarterly payment.
[AGENT][NEUTRAL] So you would this would because you still need to pay for December.
[AGENT][NEUTRAL] January, February.
[CUSTOMER][NEUTRAL] OK, OK, just a moment if it's if it's monthly 2380.
[AGENT][NEUTRAL] It's not
[AGENT][NEUTRAL] But that's not how you
[CUSTOMER][NEUTRAL] Then quarterly it can't be 285.
[AGENT][POSITIVE] I'm so sorry. I'm so sorry. You are correct. Yes, it is, you are set up for a yearly payment. I apologize.
[CUSTOMER][NEUTRAL] OK, so 28,560 is yearly, right?
[AGENT][POSITIVE] Yes, ma'am. That is correct. I'm sorry, my math is off today. I'm glad I'm not having to take a math test.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh no, that that's fine.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So I need to send you a payment of 285 16 that will be for what 1212 uh uh 242.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] To essentially 121 of 2025. Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] What 12 1 25.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Oh, why is this down?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if I send it off and uh I'll be able to send off tomorrow I'll be able to get that down tomorrow um so then I'm all set, is that correct?
[AGENT][NEUTRAL] Uh, yes, ma'am. Because your letter, does it indicate how many days you had to respond?
[CUSTOMER][NEUTRAL] Yes, it's uh 30 we we'd like to offer you an additional 30 days from the date of this letter, which is [PII]. What what is it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, 121 um 24.
[AGENT][NEUTRAL] OK, so what I'm gonna need to do is to connect you over to customer service for them to verify some additional things with you because of the you said that letter is dated [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, let me, if this is the due date is [PII] and the date of the letter is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Um, OK, so give me just a second.
[AGENT][NEUTRAL] So yes, ma'am. So that's, I'm looking at a copy of that letter.
[AGENT][NEUTRAL] So yes, the letter is dated [PII] and they had given you the um that grace period.
[AGENT][NEUTRAL] As a one time offer.
[CUSTOMER][NEUTRAL] And the grace period ends.
[CUSTOMER][NEUTRAL] Yeah, and the grace period ends when?
[AGENT][NEUTRAL] 30 days from the date of the letter.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] In the first paragraph.
[CUSTOMER][NEUTRAL] Yeah, and so the.
[AGENT][NEUTRAL] It says we'd like to offer you an addition from the date of this letter to submit your premium payment.
[CUSTOMER][NEUTRAL] Right, and so that is uh [PII].
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Well, it would actually roll over into a couple of days of March because there's not that many days in, but if you're mailing it tomorrow the [PII], it will have it should have a postmark of that date.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, and, and is that a correct uh?
[AGENT][NEUTRAL] On your mail.
[CUSTOMER][NEUTRAL] OK, and is that that date works?
[CUSTOMER][NEUTRAL] What you?
[AGENT][NEUTRAL] I'm sorry, what was your?
[CUSTOMER][NEUTRAL] Give me, give me the date, give me, give me the date that's 30 days from the date of the letter.
[AGENT][NEUTRAL] OK, what I'm gonna do, let me transfer you over to customer service so they can get more in depth with any questions because they really um that is the division that handles business powers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that they can verify any additional pieces of information that I may not have.
[AGENT][NEUTRAL] With you.
[CUSTOMER][NEUTRAL] OK, they'll do it fast. I, I thought, well, you know, if this is gonna.
[CUSTOMER][NEGATIVE] Bother me. I'll just cancel the whole thing. I don't wanna just running around trying to find dates, but.
[CUSTOMER][MIXED] Go ahead and send me over to there just so it's fast and easy, otherwise I'm not gonna deal with it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes ma'am, because it would be the first couple of days of March because this was issued to you on the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So let's see [PII].
[AGENT][NEUTRAL] It would have to be back before [PII].
[CUSTOMER][NEUTRAL] That's the [PII] OK.
[AGENT][NEUTRAL] That would be the latest. Mhm.
[CUSTOMER][NEUTRAL] OK, that's easy, sir.
[CUSTOMER][NEUTRAL] OK, OK, I can do that.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] And you're sending me the policy. I, I just don't.
[AGENT][NEUTRAL] Well, no, I don't. If you, and you wanna, you need a copy of the policy sent to you?
[CUSTOMER][NEUTRAL] Right, because I just don't remember it, you know.
[AGENT][POSITIVE] Yes ma'am, I'll be happy to request that now because you do have an email address on file. Do you use the Internet very much? Because we have a portal where you can have.
[CUSTOMER][NEUTRAL] I, I
[AGENT][NEUTRAL] It's in your portal. Uh-huh.
[CUSTOMER][NEUTRAL] I do
[CUSTOMER][NEGATIVE] Yeah, I do almost all the time, but I have to have this caveat. The little area we live in was, was just 1 mile near the school. It's always in and out. So you could be sending it and I couldn't receive it until 2 weeks later, you know, very disturbing. And that we just had someone out to fix something uh that'll be unfixed in a couple of days, I'm sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh goodness, for your, your, for your internet, you're having troubles where you live with your internet? Oh, OK, cause
[CUSTOMER][NEGATIVE] Very distressing.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, and it's just this little, a little area here, this one mile area. Everything, other places works fine, but
[CUSTOMER][NEGATIVE] Anyhow, they're supposed to put a big tower up, etc. then they say they're gonna do it right. I, I don't believe it.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] Well, what I'm gonna do then since it's kind of since that your service is kind of in and out I'm gonna and we have this email address on file for you. I'm gonna go ahead and email you the user guide for our portal and it gives you the instructions for how to set up your profile so that you could have access to your policy information online also.
[CUSTOMER][NEUTRAL] But when they get around to it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'll send that to you once we get off of our call and the email that I'm gonna send will come from [PII] and I will put.
[CUSTOMER][NEUTRAL] Say it, say it again.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I will put AP.
[CUSTOMER][NEUTRAL] At AM [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will put APO in your service in your subject line as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that that's easy to recognize it's not being junk mail.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're certainly welcome. So is there anything else, Miss [PII], at the moment?
[CUSTOMER][NEUTRAL] No just just that.
[AGENT][NEUTRAL] OK, Miss. Is, well, I'll request a copy be mailed to you. It takes approximately 10 business days for that to be received, and then again I will be emailing you the user guide for the online portal as well, and I'll be doing that in just a moment.
[CUSTOMER][NEUTRAL] OK and then are you sending me over to someone else?
[AGENT][NEUTRAL] No, ma'am, not unless you have any additional questions.
[CUSTOMER][POSITIVE] No, no, I don't. You've been very helpful.
[AGENT][POSITIVE] Oh, well, thank you.
[CUSTOMER][NEUTRAL] And I was on the school board for 18 years, and I tell you, we struggle with this type of thing all the time, because of our, not because of y'all, but because of the service, you can, you know, the, the telephone or the internet service, but I still have hope that it'll change.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] That's right. We have to hold on to hope. Hope is, hope is the biggest thing we can hold on to.
[CUSTOMER][POSITIVE] That's right
[CUSTOMER][POSITIVE] You're absolutely right. Thank you.
[AGENT][POSITIVE] Well, you are certainly welcome Miss [PII]. So is there anything else at the moment that I can help you with?
[CUSTOMER][NEUTRAL] No, uh, that's all just said. I'll get this out tomorrow.
[AGENT][POSITIVE] OK, all right then well I'll have enjoyed speaking with you today and thank you again for calling APL and I hope you have a very nice rest of your day today.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yes ma'am.