AccountId: 011433970860
ContactId: 33180233-f742-4572-bc37-11943cbcd6c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356920 ms
Total Talk Time (AGENT): 110038 ms
Total Talk Time (CUSTOMER): 101499 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/33180233-f742-4572-bc37-11943cbcd6c5_20250107T16:53_UTC.wav
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[CUSTOMER][NEUTRAL] S
[AGENT][NEUTRAL] Thank you for calling APL. This is Sa[PII]How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I've got a letter I'm confused about that I owe $18.30.
[CUSTOMER][NEUTRAL] Uh, I get the insurance through my
[CUSTOMER][NEUTRAL] Employer
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I've never had to pay, you know, anything myself. I don't know what, I don't know what this is about.
[AGENT][NEUTRAL] Alright, let me take a look. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] Yeah, 000607440.
[AGENT][POSITIVE] Alright thank you so much let me just pull this up here and take a look.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And if I could get your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Jo[PII].
[AGENT][NEUTRAL] Thank you, Jo[PII]And if you could verify please the address on file.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] The address that we should have on file?
[CUSTOMER][NEUTRAL] 95[PII].
[AGENT][POSITIVE] All right, thank you so much. So let's see here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it looks like it's showing the premium.
[AGENT][NEUTRAL] For the month of October, you didn't have any sort of like time off or anything like that, that would have affected it?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Mm, no, no, no.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Alright Jo[PII]let me get somebody on the line in billing. I work in customer care and see what's going on with this. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, a brief moment.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is Ch[PII]How may I help you?
[AGENT][NEUTRAL] Hi Ch[PII]This is Sa[PII]ver in customer care. How are you this morning?
[CUSTOMER][POSITIVE] Hey Sa[PII]I'm good how are you?
[AGENT][NEUTRAL] I'm good. I have an insured on the line. His name is Jo[PII]and he got a letter from us about a premium back from Oc[PII]and he's confused on it because his premium should come through his employer, and he doesn't know why he owes 1830. I was wondering if that's something you could maybe help him with.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, what's his policy number?
[AGENT][NEUTRAL] It is 607-440.
[CUSTOMER][NEUTRAL] OK. Let me see.
[AGENT][NEUTRAL] And I see the letter that he got um about the monthly premium, but he said he, he said he wasn't gone from work or anything like that, so he doesn't understand why he owes the $18.
[CUSTOMER][NEUTRAL] OK, is the letter, is it in on base?
[AGENT][NEUTRAL] Mhm. Yeah, I found it in on base.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me pull that up real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I can get it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I said one from 12:17. Let me see.
[AGENT][NEUTRAL] Mhm, yeah, that's it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can go ahead and put him through um I may need to to research more on this and call him back, but you can go ahead and put him through and I'll get his information and let him know.
[AGENT][POSITIVE] All right, thank you so much for your help. I appreciate you. Here he comes. Yup.
[CUSTOMER][POSITIVE] Mhm, mhm, no problem.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is Ch[PII]Am I speaking with Jo[PII]?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][POSITIVE] Hi Jo[PII]ow are you doing today?
[CUSTOMER][NEUTRAL] I'm OK like. Good, um, so I understand I just spoke with Sa[PII]nd she let me know that you were calling about a letter that you received is that right? Right, right.
[CUSTOMER][NEUTRAL] OK, yes sir, I'm working to pull that letter up real quick so.