AccountId: 011433970860
ContactId: 2e118115-eda8-4901-9b72-0bf9dda30709
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186740 ms
Total Talk Time (AGENT): 101862 ms
Total Talk Time (CUSTOMER): 62425 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/2e118115-eda8-4901-9b72-0bf9dda30709_20250212T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I got a letter in the mail saying that my Dem December premium wasn't paid, but it's taken straight out of my paycheck, so I need to know why I got this letter.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes Ms. [PII], I can help you with your letter. Can you please give me your callback number in case our call gets disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] 00608042
[AGENT][NEUTRAL] OK, look it up.
[AGENT][NEUTRAL] OK, Ms. [PII], just for security reasons can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then I'll also need for you to verify your address, phone number and email address please.
[CUSTOMER][NEUTRAL] My address is [PII]. My email address, I don't know which one I used, it's either [PII] or [PII].
[AGENT][POSITIVE] OK, thank you so much. And then the um
[AGENT][NEUTRAL] Phone number that you gave me just in case we get disconnected, is that your cell phone number Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK thank you I appreciate you verifying your policy for me let me look, we had an issue uh a human error.
[AGENT][NEUTRAL] That sent out those letters to the state employees of Louisiana.
[AGENT][NEGATIVE] The letter was sent in error. It is you should have never received it. Your policy is active. Your pay to date is [PII], and you are fine.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Cause I got one in October too, so I don't know why I keep getting these letters.
[AGENT][POSITIVE] Yes. I am very sorry that you have received that and that we've caused you to fret over your policy.
[AGENT][NEUTRAL] I do apologize for that. I'm so sorry, but it was a human error that was made and.
[AGENT][POSITIVE] I'm so super sorry you got that.
[CUSTOMER][NEUTRAL] OK, it's effective to when? What did you tell me?
[AGENT][NEUTRAL] Your paid to date is [PII], yes ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK, yeah, because I looked on my paycheck, it's being taken out, so something's going on. OK.
[AGENT][NEUTRAL] Yeah, you're
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, yes, yes. You're good. You're good.
[CUSTOMER][NEUTRAL] I want to make sure.
[AGENT][NEGATIVE] I'm so sorry you could just throw that away because you should have never got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a blessed day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Oh.