AccountId: 011433970860
ContactId: 0f91168a-8360-48ea-9b5e-c06273248b55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166550 ms
Total Talk Time (AGENT): 69429 ms
Total Talk Time (CUSTOMER): 95549 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/0f91168a-8360-48ea-9b5e-c06273248b55_20250220T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I, I'm in a group insurance plan, uh, dental plan with y'all, and, uh, I keep getting these notices, uh, for payment and they take that out of my check every, every week, so I'm, I'm wondering what uh what why am I receiving these uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] We have had uh in recently, um, we have had several of those being had that have been set out by mistake, um, but we can still go ahead and get your policies uh pulled up just to double check um what was your name?
[CUSTOMER][NEUTRAL] Things
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I've got the policy number here too.
[AGENT][NEUTRAL] Sure, I can go ahead and take that, [PII].
[CUSTOMER][NEUTRAL] OK, it's uh 00683810.
[AGENT][POSITIVE] Alright thank you and then can I also get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Uh, I tell you what, uh, call me back at, uh, I guess you can call me back on my cell. It's, uh, uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, that's just in case we get disconnected before I can get this answer for you um then I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh, well, mailing address to mine is [PII].
[CUSTOMER][NEUTRAL] And that's [PII]
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][POSITIVE] Yes sir OK thank you for verifying that. Alright, so I was able to get that information pulled up uh this was definitely sent as a mistake. Your policy is good and active uh I do apologize for that confusion.
[CUSTOMER][NEUTRAL] Yeah, I've gotten 2, either 2 or 3 of these, uh, that, that was I think the first one here that I've got in my hand was like in, uh, back in, uh, either I, I think November or December I think and then I got another one just I think here about a week or so ago.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Mhm we have been getting several calls regarding that again I do apologize but your account is good to go.
[CUSTOMER][NEUTRAL] OK, that's what I wanted to double check just make sure there wasn't nothing going on there, OK, uh.
[AGENT][POSITIVE] Yes sir, definitely.
[AGENT][NEUTRAL] Of course, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Appreciate it.
[AGENT][POSITIVE] Alright, of course, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.