AccountId: 011433970860
ContactId: 20629696-0835-47f6-9cf5-21a692e426c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293140 ms
Total Talk Time (AGENT): 65462 ms
Total Talk Time (CUSTOMER): 62579 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/20629696-0835-47f6-9cf5-21a692e426c5_20250506T18:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] I'm good, how are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I need your help. I have an insured on the phone and he's with City of [PII], and he's retired. Um, I show that his policy has been lapsed since March of last year, but he is saying that he's been talking with the city of [PII] and he's supposed to be active.
[CUSTOMER][NEUTRAL] I was wondering if you could check to see if you've got premium on him or.
[CUSTOMER][NEUTRAL] If I can lapse this or cause he's got surgery tomorrow.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, yeah, I mean, what's his policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 165.
[CUSTOMER][NEUTRAL] 9336
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] 16944.
[CUSTOMER][NEUTRAL] I also show he's got another policy that's paid up to [PII] as well.
[AGENT][NEUTRAL] Yeah, that's what I was about to look at. We don't have anything in to spend.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I get this newer one.
[AGENT][NEUTRAL] 246-467-8
[AGENT][NEUTRAL] I mean, the city of [PII].
[AGENT][NEUTRAL] Ask us to terminate him.
[AGENT][NEUTRAL] In the notes on this newer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII] did that.
[AGENT][NEUTRAL] Yeah, we don't have any premium and suspense for either group, but that's what I'm showing on that note last per city of.
[CUSTOMER][NEUTRAL] Yeah, and he said he talk, he talked to.
[CUSTOMER][NEUTRAL] Yeah, he said he talked to City of [PII] and they said that they paid on the last invoice.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] I don't know what to tell him.
[CUSTOMER][NEUTRAL] I guess just tell him to get city of [PII] to call and and get things straightened out or.
[AGENT][NEUTRAL] Yeah, they're gonna have to call, to call us or email us so [PII] can look into it, um, cause that's one of her groups. Um, she has [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, yeah, the group's gonna have to contact us because they they requested us to terminate him.
[AGENT][NEUTRAL] And said he retired in November.
[CUSTOMER][NEUTRAL] Alright, I will let him know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] No problem bye.