AccountId: 011433970860
ContactId: ec40e2ca-59de-4458-bf40-655f1fbf422e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214679 ms
Total Talk Time (AGENT): 58452 ms
Total Talk Time (CUSTOMER): 135065 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/ec40e2ca-59de-4458-bf40-655f1fbf422e_20250421T15:20_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I am at MD Anderson and billing.
[CUSTOMER][NEGATIVE] And my wife has canceled it 6 months, and y'all have never paid her a penny.
[CUSTOMER][NEGATIVE] They keep saying this this and that we didn't send you our paperwork.
[CUSTOMER][NEUTRAL] And we're trying to get the paperwork here and she says they mailed it to y'all. So what do we do from here?
[AGENT][NEUTRAL] OK, let me have your name, a callback number, and the policy number so I can pull the information.
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEGATIVE] I mean, I don't know what else to do. Y'all have never just 6 months and y'all have never paid the payment.
[AGENT][NEUTRAL] And your name, Mr. [PII]?
[CUSTOMER][NEGATIVE] And she done all they, they done good, then, then had surgery and took out the half a lung and now she's nervous as hell.
[CUSTOMER][NEUTRAL] Uh, my name [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. OK. Thank you. And what's the callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] I mean, I talked to the lawyer, and he said give you one more chance, so this is the chance.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] And I'm at in the end and at the billing to make sure we get the right paperwork.
[AGENT][NEUTRAL] OK, Mr. [PII], what is the policy number?
[CUSTOMER][NEUTRAL] Which one do you need?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] With that
[CUSTOMER][NEUTRAL] OK, hold on. You can put it on speaker.
[CUSTOMER][NEUTRAL] Can you say that again?
[CUSTOMER][NEUTRAL] OK, the wife just ended up on another line with another.
[CUSTOMER][NEUTRAL] Person.
[AGENT][NEUTRAL] Oh, so she's on another line with another representative with APO?
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am, so and she's talking to the lady behind the desk so.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, OK, um.
[CUSTOMER][NEGATIVE] I guess I guess they'll get, I guess they'll get it straight then, but this is ridiculous, man.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I'm I'm sorry for the inconvenience. They're more than likely they're waiting on additional information and they're just trying to get the correct information.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Well, it's pretty, I mean, the lady said we done sent y'all everything, so I don't know what's going on, but.
[CUSTOMER][NEGATIVE] Uh, this is ridiculous because they're 6 months already. They have, they have to pay the mileage. They haven't paid then she lost the half a loan. They she didn't even pay that. So that's 55 weeks ago since the surgery.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, more than likely we'll go ahead and get it resolved and I'm so sorry for the delay.
[CUSTOMER][POSITIVE] So hopefully.
[CUSTOMER][NEUTRAL] Yeah, well, try something.
[CUSTOMER][POSITIVE] And let's see if they hope they get something straight. Thank you, ma'am. OK, OK, no, they hopefully they get it straight. Thank you.
[AGENT][NEUTRAL] Mhm. Hopefully.
[AGENT][NEUTRAL] You're welcome, Mr. Mom. So is there anything else?
[AGENT][POSITIVE] OK. Have a, have a good day. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] You too.