AccountId: 011433970860
ContactId: 0c36f569-f9f5-4b68-9d82-f9fbcd158086
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317119 ms
Total Talk Time (AGENT): 61677 ms
Total Talk Time (CUSTOMER): 91473 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/0c36f569-f9f5-4b68-9d82-f9fbcd158086_20250102T17:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, it's [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How about, how about you, Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm doing fine. I just um.
[CUSTOMER][NEUTRAL] I'm a state employee over in [PII] and I have a policy that I've had for about 25 years and.
[CUSTOMER][NEGATIVE] It premiums are just deducted out of my check and then sent to y'all and like um I got a letter that said the [PII] was not sent.
[AGENT][NEUTRAL] Hm, OK, I can check on that.
[CUSTOMER][NEUTRAL] I'm just checking on that, yeah.
[AGENT][NEUTRAL] OK, what is the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] It is 00627905.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and I need to verify your date of birth, the mailing address and email address on file.
[CUSTOMER][NEUTRAL] Uh, [PII] and the mailing address is [PII] and what was the third thing you needed? Oh, the, the, the email.
[AGENT][NEUTRAL] You know,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it, I don't know if I have the work one or my other one. I've got the work ones [PII] or it could be [PII]. or just [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Yeah, we have the [PII]. Yeah, we have the [PII]. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said that you received a letter indicating that um October was missing.
[CUSTOMER][NEUTRAL] The yeah, the, the letter letter was dated [PII].
[CUSTOMER][NEUTRAL] And I just got it this week for some reason, but um it says monthly premium due date [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me see what's going on. Um, do you mind holding for me? Let me check on this.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Mr. [PII]. OK, you can disregard that letter. It looks like everything is fine. Um, it looks like it will send out an error.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, so I was hoping to hear you have a good day.
[AGENT][POSITIVE] You as well thank you for calling APO. You're welcome. Bye-bye, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.