AccountId: 011433970860
ContactId: ecb4f9b3-ce5d-43fa-bee5-fa82cd917695
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 658599 ms
Total Talk Time (AGENT): 274158 ms
Total Talk Time (CUSTOMER): 187904 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ecb4f9b3-ce5d-43fa-bee5-fa82cd917695_20250407T17:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, the reason I'm calling is because I have insurance with y'all, but I'm trying to find out if this is uh my disability insurance or what, um.
[CUSTOMER][NEUTRAL] You you need my policy number so you could tell me?
[AGENT][NEUTRAL] OK, so for you, so I just wanna make sure I understand what you're needing. You're wanting to find out what type of policy you have with APL is that correct? Yes, ma'am, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII], what's a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And now your policy number, please.
[CUSTOMER][NEUTRAL] OK, 00427795.
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments, Ms. [PII] to get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], so any information that I provide for you today would be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is different than the one that you gave me. What's another number that we could have had on file for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] The number you have on file for me is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And is that still a valid?
[AGENT][NEUTRAL] Phone number for you or?
[CUSTOMER][NEUTRAL] That's still valid.
[AGENT][NEUTRAL] It is? OK.
[CUSTOMER][NEUTRAL] No, you could, you could leave it as is.
[AGENT][NEUTRAL] OK, and then do you have an email address, Ms. [PII]? because I see that we do not have an email on file for you.
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] No email? OK, that's fine.
[AGENT][NEUTRAL] Alright, give me just one moment, um, Miss [PII], please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] It's just taking a moment, Ms. [PII], for some of my information to load for me. So thank you for your patience.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so Miss [PII], um, the policy, OK, so first off, your date of birth in our system.
[AGENT][NEUTRAL] Reflects that your birthday is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] But you said that your birthday was [PII].
[CUSTOMER][NEUTRAL] It's [PII], sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it is [PII].
[CUSTOMER][NEUTRAL] Is that why you were having, is that why you were having problems trying to find my policy?
[AGENT][NEUTRAL] Partially, yes, ma'am, partially. So your correct year of birth is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Thank you. So your
[AGENT][NEUTRAL] This policy number that you gave me is your heart attack and stroke policy.
[AGENT][NEUTRAL] You do have another policy with us for a disability, and that the policy number is exactly the same as the one you gave me, except instead of ending in a 5, it ends in a 6.
[CUSTOMER][NEUTRAL] OK, so 143 10.
[CUSTOMER][NEGATIVE] I'm paying for a heart attack and stroke. That's the type of policy I have.
[AGENT][NEUTRAL] That's one of them.
[AGENT][NEUTRAL] And then there's a
[CUSTOMER][NEUTRAL] OK. And the other policy is that
[AGENT][NEUTRAL] It's the disability policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and that's, uh, is that the one that's $400 something dollars, 404?
[AGENT][POSITIVE] Yes, ma'am. It's uh-huh, 0.40. Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, um, I know y'all always send me things, you know, the statement in the mail. When is that due?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, your
[CUSTOMER][NEUTRAL] I think I paid it uh.
[AGENT][NEUTRAL] OK, let me look. OK, so your disability policy, there is paid until 51.
[AGENT][NEUTRAL] And the heart attack and stroke policy is 41.
[CUSTOMER][NEUTRAL] OK, because they have on here.
[CUSTOMER][NEUTRAL] Mm, due date for you're paying this 14,310, it says [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So yes, ma'am, it's due, right. Your policy is currently paid to 41 and the premium due date would be due to us by the [PII], by that date.
[CUSTOMER][POSITIVE] OK, so like I said I've never had any problems there, uh.
[CUSTOMER][POSITIVE] Your team has always sent this on time for me to pay, so I'm making a payment today by mail.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know how many, I don't know how many days it takes to get there.
[AGENT][NEUTRAL] I mean, that would be dependent on the, you know, obviously on the mail service as long as it's postmarked, that's fine.
[CUSTOMER][NEUTRAL] OK, well, that's what I'll do. I have it postmark. Another thing is I'm sorry.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, no, I was just gonna say, and I'll make a note.
[CUSTOMER][NEUTRAL] I'm gonna listen to you so you
[AGENT][NEUTRAL] About you mailing it today. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great. And uh the other question is, have y'all changed your uh
[CUSTOMER][NEUTRAL] Have y'all changed our policy in paying by phone?
[AGENT][NEUTRAL] Uh, let me see, let me look and see how your policy is set up. So give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you can pay by credit card the way your policy is set up if you would like and I can connect you to someone, Miss [PII], who can process that payment. I'm not able to do that because it just I'm in a different division, but I would be happy to connect you with someone who can if you would prefer to do it that way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Well, I've already written the check, but uh like the reason I'm asking is because prior to me asking this question, they had always told me I couldn't pay by phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you're saying now I can pay by phone once I use a credit card?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is correct. As long as your policy is active.
[CUSTOMER][NEUTRAL] And that's what I'll start doing.
[AGENT][NEUTRAL] Yes ma'am, and you call in and you want to it's now set up to where you could pay over the phone with a credit card, yes ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Is there a processing fee?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK, then, thank you. I'm glad about, I'm glad to hear that. Now I'll be able to pay by phone.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, is there anything else?
[CUSTOMER][POSITIVE] OK. Well, you were very helpful.
[AGENT][POSITIVE] Oh, well, it was my pleasure.
[CUSTOMER][POSITIVE] No, ma'am. You were very helpful.
[AGENT][POSITIVE] Well, it was my pleasure in helping you today. You're welcome. Is there anything else, Ms. [PII], I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, I'm, I'm OK now.
[AGENT][NEUTRAL] OK. Well then, let me look at one more piece of information on your, OK. And so, do you have an email or not, Ms. [PII]?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] You said you don't, right? OK. So the system just, I thought that I had added that verbiage in there, but I, it did not retain it for some reason. So I'm adding it back. I just wanted to re-verify that with you one more time.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, again, thank you for calling APL. Have a very nice afternoon.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] All right, yes, ma'am. Bye-bye.