AccountId: 011433970860
ContactId: 10029e0b-cf3a-40bf-acbe-db50a2b0dcd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114919 ms
Total Talk Time (AGENT): 52871 ms
Total Talk Time (CUSTOMER): 53298 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/10029e0b-cf3a-40bf-acbe-db50a2b0dcd2_20250212T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I have a question about my policy, and I received a letter about a premium not being received and just wanna check on it and see what's going on.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely, we can check on that. Um, what was your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have 00608005.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and then [PII] just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that information, [PII]. Alright, so we have been getting several calls regarding this um this letter was sent uh by mistake your policy is good and active, so you can disregard that. I apologize.
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, because I got one a few months ago and I just worried that because I have payroll deduction that my employer is not doing it right or something and so it's just like, yeah, I just wanna make sure so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sir.
[AGENT][POSITIVE] No, you're perfectly fine sorry about the confusion.
[CUSTOMER][POSITIVE] No problem thank you so much for your assistance.
[AGENT][POSITIVE] Alright, yeah, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you ma'am.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.