AccountId: 011433970860
ContactId: 35859ee2-d680-47fe-940e-34edd8464a8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320859 ms
Total Talk Time (AGENT): 163633 ms
Total Talk Time (CUSTOMER): 98209 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/35859ee2-d680-47fe-940e-34edd8464a8a_20250210T22:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to see why I'm receiving a letter asking for payment when my payments are being taken out of my check at work.
[AGENT][NEUTRAL] OK, um, well, let me take a look into your policy and see what's going on. So you're on payroll deduction, but you received a letter saying that payment is due.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][POSITIVE] OK, um, well, definitely sorry about that, um, mix up. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] It's 00603718.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] What did you say? Email address, date of birth, and and what else?
[AGENT][NEUTRAL] Um, your
[AGENT][NEUTRAL] And mailing address?
[CUSTOMER][NEUTRAL] OK, it's [PII]. Date of birth is [PII] and.
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] Alrighty, thank you so much for verifying your information. All the information provided is a verification of benefits, not a guarantee of payment. So it looks like there was an error, um, and you can disregard the letter. Um, we received.
[AGENT][NEUTRAL] Payment of
[AGENT][NEUTRAL] $18.30 on [PII].
[AGENT][NEUTRAL] Of [PII], so the payment has been received. Um, this was, looks like it was laps and error, it could have been with the porting, but there was an error with lapsing and those letters generate automatically, so you can disregard them, um, the pay to date.
[AGENT][NEUTRAL] Um, on your policy, yeah, it's paid up for for the month of February, so you'll be receiving another invoice, um, well, you won't receive an invoice. I'm sorry, it's payroll deduction, but it will be deducted again from March.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Alright, just making sure cause I don't need it uh being terminated.
[AGENT][POSITIVE] No, ma'am, it's active and everything is up to date. I was, I'm sorry for that uh miscommunication. That was an error on our part.
[CUSTOMER][POSITIVE] OK, thank you so much. That's what I needed.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. So is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I just need to know, have y'all sent any other cards?
[CUSTOMER][NEUTRAL] Like an updated card.
[AGENT][NEUTRAL] Um, no, ma'am. We don't usually, um, send out like.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You don't
[AGENT][NEUTRAL] New cards unless something changes with the policy. Now this new ported um policy that you that you changed to, you'll be receiving cards.
[CUSTOMER][NEUTRAL] The who?
[AGENT][NEUTRAL] The, so when your policy was inactive and then it became, it went to another policy, the letter that you received reporting.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, so that generated a new, um, let me, hold on, let me get out of your notes.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Oh OK. I was reading your notes. Um, it was a port letter due to the policy lapsing, that's different from the continuation of coverage. So, no, we don't send out new cards unless it's a new policy number that's generated.
[CUSTOMER][NEUTRAL] Is there a way I can get another card?
[AGENT][NEUTRAL] Oh yes, ma'am. I can have a copy of your card mailed to you if you like.
[CUSTOMER][NEUTRAL] Yes please, mine is kind of old and.
[CUSTOMER][NEGATIVE] Torn up.
[AGENT][NEUTRAL] It's showing
[CUSTOMER][NEUTRAL] Oh yeah, it's showing his age.
[AGENT][NEUTRAL] OK, so I just put a request to have your ID cards mailed to your home address here on file. Um, so I will give that about 2 weeks.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Well, thank you for calling APL. And was there anything else I can help with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, have a great evening and a and a great week.
[CUSTOMER][POSITIVE] Thank you so much. You helped me out a lot. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. I'm glad I could assist you. Bye-bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.