AccountId: 011433970860
ContactId: 013c1dc9-1cf4-4cc7-9a8b-8ebcd6fba021
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246479 ms
Total Talk Time (AGENT): 95055 ms
Total Talk Time (CUSTOMER): 65367 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/013c1dc9-1cf4-4cc7-9a8b-8ebcd6fba021_20250225T22:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help?
[CUSTOMER][NEUTRAL] Uh, yes, I have, um, gotten the notice, um, in the mail and I was wondering with the, um, a premium notice that's um.
[CUSTOMER][NEUTRAL] It's a monthly premium of on an account now if I didn't know if it's too late to uh to renew it or not if I give you the policy number.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, let's take a look. What's the policy number?
[CUSTOMER][NEUTRAL] It is 00646001.
[AGENT][NEUTRAL] OK, let me take a look here.
[AGENT][NEUTRAL] Alright, and then what is the name on the policy?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that. And then if you could verify with me the date of birth and the address we should have on file for this.
[CUSTOMER][NEUTRAL] Uh, the date of birth is [PII].
[CUSTOMER][NEUTRAL] And then the address is [PII].
[AGENT][POSITIVE] All right, thank you so much. Let me take a look here.
[AGENT][NEUTRAL] OK, so it looks like this is usually
[AGENT][NEUTRAL] Like a draft.
[AGENT][NEUTRAL] From his employer. Has he had any like time away from work or anything where he would have missed a premium?
[AGENT][NEUTRAL] You know?
[CUSTOMER][NEUTRAL] I don't think so, no, he's still working there and.
[CUSTOMER][NEUTRAL] And should have missed the premium unless the unless the office changed maybe and he.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He called up there and they, they couldn't help him, so he's like, well, let me, let's call.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I think you know what you're the 2nd call. You're the 2nd call I've had today about this letter and I'm looking at the employer and I think it's this group. I think something happened where these because the last person that was sent one of these, it was an error so.
[CUSTOMER][NEUTRAL] Calling
[AGENT][NEUTRAL] Um, let me just double check really quick here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because it's he works for the highway department, so I don't know if it's that's something they've done or if it's just an error or.
[AGENT][NEUTRAL] Yeah, it might just be an error let's say.
[AGENT][NEUTRAL] Yeah, cause everything is still active for him, so give me just one second while I just make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like it was set in errors so you guys can just disregard that. I'm sorry for the confusion. I'm gonna reach out um again and just let them know that this is the second one I've gotten today. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, that's fine, that's fine. We just want to double check, um, just to make sure.
[AGENT][POSITIVE] Yeah, yeah, no, for sure, yeah, most definitely, no, everything is still active, everything is up to date so you can just discard that.
[CUSTOMER][POSITIVE] OK, OK, alright, appreciate your help then.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] OK alright you too alright bye bye.
[AGENT][NEUTRAL] Bye bye.