AccountId: 011433970860
ContactId: f40746d3-d872-4ed3-aeef-8cefe6c2b182
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 546380 ms
Total Talk Time (AGENT): 233274 ms
Total Talk Time (CUSTOMER): 253141 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/f40746d3-d872-4ed3-aeef-8cefe6c2b182_20250304T22:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I've got a member on the line who just said that she's hasn't received any uh bills from us in a while for invoices um and both of the policies have lapsed, so I just, she wanted to see what was going on with that.
[CUSTOMER][NEUTRAL] I don't know if it's too late if we might be able to reactivate them for her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I can look and see. What's the policy number?
[CUSTOMER][NEUTRAL] It is 675114.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And she's got a couple with us. Did you want me to give you that other one too?
[AGENT][NEUTRAL] Um, I can look this one up first. Let's see 675114.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yes. Yes, ma'am.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Yeah, it's too light.
[CUSTOMER][NEUTRAL] Is that OK?
[AGENT][NEUTRAL] But why did it
[AGENT][NEUTRAL] But why did it
[AGENT][NEUTRAL] We build in December.
[CUSTOMER][NEUTRAL] Oh, she said she hadn't gotten one.
[AGENT][NEUTRAL] She hasn't
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, it's [PII]. I don't know why I was looking at it and thinking.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's OK. I couldn't remember the exact amount of days, so I was like, oh, maybe, OK.
[AGENT][NEUTRAL] It was January of last year.
[AGENT][NEUTRAL] Well, it depends on when they lapsed it when they sent the mail and that kind of stuff and it was lapsed on the [PII] so she should be getting a letter pretty soon but yeah I can help her.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, alrighty, are you ready for her now?
[AGENT][POSITIVE] I'm ready. Mhm.
[CUSTOMER][POSITIVE] Alright thanks [PII] bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Uh, good afternoon, this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good. How about yourself?
[AGENT][NEUTRAL] I'm good, um, Ms. [PII], um, she was stating that you haven't received your bill yet for
[CUSTOMER][NEGATIVE] I haven't received one this year.
[AGENT][NEUTRAL] January, February, March. Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I sure we mailed it
[AGENT][NEUTRAL] On [PII], um, let me see if uh if there's a copy in here. Do you have an email address where I can email it to you or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] Have y'all account for me?
[AGENT][NEUTRAL] Uh, well, it looks like it is canceled at the moment.
[AGENT][NEUTRAL] Um, but you're still within the timeline where you can, we can, uh, reactivate it.
[CUSTOMER][NEUTRAL] Oh, thank you, cause I, cause I was paying off all my bills so that they know, I'm like, I haven't seen anything from you all cause I did cancel a few policy but I hadn't received anything and that was during the [PII] holiday. And y'all know they got young people out there throwing away the mail right now. I hope y'all know that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right
[AGENT][NEGATIVE] We, we're having a lot of problems um getting mail down where I live.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And see, I got, I got mad. I probably can go back to December and probably see if it actually, cause I know I didn't get it cause I would have paid it.
[AGENT][NEUTRAL] But yeah.
[AGENT][NEUTRAL] Mhm and I don't see a copy of it in in our system either. I do see where it says it did but it usually sends a copy to our imaging thing and I don't see it there but um yeah you're still within the the timelines where you can just send the premium in and we can reactivate it and everything will be fine.
[CUSTOMER][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, please, thank you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] It's 2 of them. You see both of them?
[AGENT][NEUTRAL] Uh yes, ma'am. Um, the accidents 19011 and the intensive care is $40.50. That's due on those.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want to make a credit card payment on those today or did you wanna?
[CUSTOMER][NEUTRAL] I, I see. OK.
[AGENT][NEUTRAL] Or did you want to mail it in? It's up to you.
[CUSTOMER][NEUTRAL] I can make a credit card payment today. It has to be paid cause I gotta keep, I gotta keep it, keep it up.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] Oh, thank you, it's not canceled.
[AGENT][POSITIVE] I'm gonna get it reactivated and I get somebody in the billing department that can do it.
[CUSTOMER][NEUTRAL] And see, see, they got, they got the real they realize old people, you know, they be talking about going paperless. We gotta have something to remind us. This, this, I'm saying, oh, I'm all, I don't know about you but I'm all.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Right. I agree.
[AGENT][NEUTRAL] Mhm. I'm getting that.
[CUSTOMER][NEUTRAL] Um, oh, I'm getting ready to return.
[CUSTOMER][NEUTRAL] I bet you're in your [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] No, no, no, no.
[AGENT][NEUTRAL] I'm just counting down the, the couple of years to retire.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Girl, look, I only got about 2 years and 6 months and I'm ready.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I really. I've been trying to win the lottery so I can walk up out of here.
[CUSTOMER][NEGATIVE] I'm not gonna spend a lot of money on it. I'm not gonna spend a lot of money.
[AGENT][NEUTRAL] Me too.
[AGENT][NEUTRAL] I don't
[AGENT][NEGATIVE] Yeah. But every time I try to win the lottery, I don't, they don't even call out one of my numbers, not even one.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Oh, [PII] has a lot of, and you can only, I mean, the tickets are just for [PII] you can buy it in [PII] only. So you got less people trying to get it and then they got up to $5.1 million. I kept telling everybody I was mad. I said, if I win it, I'm taking, I'm taking my office on a cruise.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] I don't know. A few of them became [PII]. I got, I call one [PII] and [PII], so I don't know. I had to leave two or three of them here.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I still, I, I, I can't stay in bed longer. I'll probably still take them. I'm not even gonna push them over either.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I, I definitely need to win, but I have, I've been, I've been, I've been blessed this year, so [PII] is good. I'm still here and I see my [PII] birthday this year.
[AGENT][NEUTRAL] Oh, I'm, I'm a couple of years older than you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You're a couple of years older than me.
[AGENT][NEUTRAL] Mhm. I turned [PII] in 2 weeks.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm mm, but I, when I, when, um, I'm gonna leave out of here when I turn [PII]. What's wrong?
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] We've got bad weather down here and the the thing just blinked off.
[AGENT][POSITIVE] I can get it restarted real quick.
[CUSTOMER][NEUTRAL] You said you got bad weather and something just went off.
[AGENT][NEUTRAL] Yeah, the
[AGENT][NEUTRAL] My computer
[AGENT][NEUTRAL] It won't take long to get it back on.
[CUSTOMER][NEUTRAL] Girl, I thought you, I thought you were saying something about the tornado warning or something like this. I was just gonna say, girl, girl, get off the phone and take cover. You can call me back later.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, the, the weather was bad earlier, but it's pretty much gone now. Let's see. OK.
[CUSTOMER][NEUTRAL] Where, where, where are you located at?
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Oh OK, cause I know it's been raining here all day long and they said the wind's supposed to start blowing, but I like rain as long as it's not that raining I can't see through.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I just don't like for other people to be because they don't be driving right.
[AGENT][NEUTRAL] OK. All right, I do have both of your policies reactivated now.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And is there anything else I can help you with before I transfer you to billing to take the credit card payment?
[CUSTOMER][POSITIVE] OK. Thank you. You have a blessed rest of the day.
[AGENT][POSITIVE] You too and thank you for calling APL.
[AGENT][NEUTRAL] And hold on just a moment, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] I'm good. I have an insured on the phone. She's got two policies and she's wanting to make a credit card payment on them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy numbers.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] One of them is 675-114.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the other one is 675-113.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] The credit card thing pulled up.
[CUSTOMER][NEUTRAL] I'm my own computer.
[CUSTOMER][NEUTRAL] Of course gotta sign in.
[CUSTOMER][NEUTRAL] Alright you can send it to me.
[AGENT][POSITIVE] All right. Thank you, [PII], and here she is.
[CUSTOMER][POSITIVE] You're welcome.