AccountId: 011433970860
ContactId: f76090e1-e68d-4d8c-9330-10a24836dec9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274119 ms
Total Talk Time (AGENT): 91185 ms
Total Talk Time (CUSTOMER): 108270 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/f76090e1-e68d-4d8c-9330-10a24836dec9_20250304T22:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII] and I have two policies with you all, but I haven't noticed, I haven't received any, any, um, billing statements lately.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I could take a look at those policies, darling, see what's going on with that. Let's see, uh, quick time.
[CUSTOMER][NEGATIVE] I found an old, I found an old, old uh piece of, of, um, I guess a billing statement. This came, this is from [PII] cause I started throwing them away once I paid them and I just have to go back and find an old purse and I found this one and this is one of the policies cause it's two. This policy number is 00675114.
[AGENT][NEUTRAL] Sorry.
[AGENT][POSITIVE] OK, thank you and then can I also get a good call back number from you [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, my cell phone number is [PII].
[AGENT][NEUTRAL] OK thank you and I'm just gonna verify some information really quick uh can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that information, [PII]. Give me just a moment here.
[AGENT][NEUTRAL] OK, so you weren't doing a bank draft you would receive an actual copy um a bill in the mail and then you would pay it that way, correct?
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK, alrighty, darling, if you don't mind, I'm gonna put you on a brief hold and reach out to our customer service department and see what's going on with this and what we can do to help.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing alright 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.
[AGENT][NEUTRAL] I don't know if it's too late if we might be able to reactivate them for her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I can look and see. What's the policy number?
[AGENT][NEUTRAL] It is 675114.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's got a couple with us. Did you want me to give you that other one too?
[CUSTOMER][NEUTRAL] Um, I can look this one up first. Let's see 675114.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Yeah, it's too light.
[CUSTOMER][NEUTRAL] But why did it
[AGENT][NEUTRAL] Is that OK?
[CUSTOMER][NEUTRAL] But why did it
[CUSTOMER][NEUTRAL] We build in December.
[AGENT][NEUTRAL] Oh, she said she hadn't gotten one.
[CUSTOMER][NEUTRAL] She hasn't
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, it's [PII]. I don't know why I was looking at it and thinking.
[AGENT][NEUTRAL] That's OK. I couldn't remember the exact amount of days, so I was like, oh, maybe, OK.
[CUSTOMER][NEUTRAL] It was January of last year.
[CUSTOMER][NEUTRAL] But 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.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, alrighty. Are you ready for her now?
[CUSTOMER][POSITIVE] I'm ready, mhm.
[AGENT][POSITIVE] Alright thanks [PII] bye bye.
[CUSTOMER][NEUTRAL] Bye.