AccountId: 011433970860
ContactId: 120ac14d-3ea1-4ea0-9262-cc04808604a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324290 ms
Total Talk Time (AGENT): 157767 ms
Total Talk Time (CUSTOMER): 73044 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/120ac14d-3ea1-4ea0-9262-cc04808604a5_20250205T20:17_UTC.wav
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[AGENT][NEUTRAL] Hey, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling regarding my account.
[AGENT][POSITIVE] OK, absolutely. Do you have that policy number handy, ma'am?
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] That would be.
[CUSTOMER][NEUTRAL] 00708259
[AGENT][POSITIVE] Perfect and let me get that pulled up for you.
[AGENT][NEUTRAL] And would you be able to verify for me, please, your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you. And I do just need to verify some additional information, Miss [PII]. If you could verify for me your mailing address on file, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and then lastly if I could just get a good call back number in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect, thank you. Do you want me to include that phone number in your policy in case we need to contact you for any reason?
[CUSTOMER][NEUTRAL] You can.
[AGENT][NEUTRAL] OK. And how can I help you with your policy today?
[CUSTOMER][NEUTRAL] I was calling. I had received the notice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, couple of months ago saying, uh.
[CUSTOMER][NEUTRAL] I owe $30.60 but my stuff comes out from automatic payment from my um.
[CUSTOMER][NEUTRAL] For my check, so I'm
[CUSTOMER][NEUTRAL] Trying to make sure that it's current.
[AGENT][NEUTRAL] OK, yes, so I am seeing here that.
[AGENT][NEUTRAL] You are current with us I'm showing that you pay through your employer, not through us, um, so I'm not sure what what's missing there but I show that your whole month of January has paid through and then you should be billed again for February at some point in the upcoming, um, in the upcoming little bit. I don't know exactly when your group's bill date is, but I can.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] See if I have access to that information, but I show that you're paid you're current, um, you're not behind anywhere so I'm not sure what that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Correspondence was, and it came from American public life.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me see if.
[AGENT][NEUTRAL] Have access to any of that.
[AGENT][NEUTRAL] You said you received it a couple of months ago or just a little bit ago?
[CUSTOMER][NEUTRAL] Yeah, it was a couple of months ago and I was just trying to see to make sure that it is coming out um.
[CUSTOMER][NEUTRAL] Through my face though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cause it shows up on my, on my pay stub that it is being taken out. I just want to, you know, make sure.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] All right. I am.
[AGENT][NEUTRAL] Looking into this.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I think so. Give me a few minutes.
[AGENT][POSITIVE] OK, let me check some things. I'm sorry, I appreciate your patience. I just wanna look into this.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] All right, so I'm actually seeing.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And I'm so sorry because you're actually gonna get another letter, but your policy for whatever reason it was like it was like a technical error um.
[CUSTOMER][NEUTRAL] T N
[AGENT][NEUTRAL] And it was like put in as a lapse status so they were offering you the chance if you wanted to keep the policy to um.
[AGENT][NEUTRAL] To go ahead and you could pay us and choose to keep the policy on your own, but what I'm seeing here is as a note that it was reinstated, it was an error um and that you can disregard those letters and you'll actually they sent out another letter, um, 2 or 3 days ago, so you might get one more but you can disregard it. Um, you are through your um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You, you're active through your employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] I'm sorry, I'm sure that was like a little, um, I'd be a little anxious about that, so I am really sorry for the confusion, um, that that could have caused you.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] And then, uh, Miss. [PII], is there anything else I can do to take care of you today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Perfect if you have any other questions please don't hesitate to reach back out to us OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure. You take care.
[CUSTOMER][NEUTRAL] All right.