AccountId: 011433970860
ContactId: 3443938f-c063-4af8-94bd-a472d193582a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288940 ms
Total Talk Time (AGENT): 114814 ms
Total Talk Time (CUSTOMER): 110657 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/3443938f-c063-4af8-94bd-a472d193582a_20250210T21:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is Ms. [PII] as the last name. My uh reference number is 00715803.
[AGENT][POSITIVE] OK, thank you. Uh-huh.
[CUSTOMER][NEUTRAL] And I'm calling about, uh, yeah, I'm calling about a letter I received uh saying that uh your insurance did not get my, uh, the payment of $90.20 for the last two pay periods.
[CUSTOMER][NEUTRAL] Can you see that?
[AGENT][NEUTRAL] OK, so we, you received a letter that um we've not received that is that what you're saying? I'm sorry.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Yes, yes, yes. That's what it says. But this is not true because it's getting automatically taken out of my paycheck and I have my paychecks all here and it has been always taken out. Mm.
[AGENT][POSITIVE] OK, OK, for your premium. Got you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we can definitely check that. Let's see, I'm just gonna verify some information really quick, [PII], uh, I first, uh, if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] To what?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] Got it thank you. OK, and then if I could, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In [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 Hotmail account.
[CUSTOMER][NEUTRAL] Yes, it is. It's [PII].
[AGENT][POSITIVE] Alright, I appreciate you verifying all of that information. Bear with me just a minute, let me take a look here.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Because from what I see your account sure looks good. I don't know that might have just been an um a mistake. Let's take a look.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] That's what I thought. I, yeah, that's what I thought because I never received a letter like that and it's always taken out of my paycheck, I mean.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right and it does again like I said it's all active and yeah we've got it as it's coming from your employer so bear with me just a moment though so I can just make sure.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yes, sure. And please correct that if that is the case.
[AGENT][NEUTRAL] Oh no, I'm, I'll let you know right now. Don't worry, I'm just taking a look right now. Let's see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so everything looks good on my end. [PII], if you don't mind though just for good measure, I'm gonna put you on a brief hold and reach out to our customer service department again just to make sure that there's nothing going on that I'm just not seeing, um, and I'll get right back with you, OK.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] Yes, ma'am, of course. Thank you.
[AGENT][NEUTRAL] All right, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Alrighty sorry about that. Yes, so, uh, are you still with me [PII]?
[CUSTOMER][POSITIVE] Yes, I'm here, yes.
[AGENT][POSITIVE] OK, you are good. Um, I do see, uh, that on the letter to, uh, this is a dead giveaway, it's dated the due date as [PII], so yeah, this was you are good.
[CUSTOMER][NEUTRAL] I am what?
[CUSTOMER][NEUTRAL] No, it's, yeah, OK.
[AGENT][POSITIVE] You are good. I'm so sorry about the confusion.
[CUSTOMER][NEUTRAL] OK. OK. Uh.
[CUSTOMER][NEUTRAL] It's OK. I mean, mistakes happen. That's, that's fine.
[AGENT][NEUTRAL] Of course. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. Thank you. That's it.
[AGENT][POSITIVE] Alright, yes, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK. You too. Bye-bye, ma'am.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye