AccountId: 011433970860
ContactId: 3fbd034e-2890-45c8-ad12-efef96f5b37e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 41759 ms
Total Talk Time (AGENT): 11381 ms
Total Talk Time (CUSTOMER): 30201 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/3fbd034e-2890-45c8-ad12-efef96f5b37e_20250211T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[AGENT][POSITIVE] It's good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you um so I've actually gotten a couple of calls like this uh yesterday this is the first one I've gotten today um about these uh LA groups, the Louisiana groups, um, have been receiving letters, uh, that their premium is past due, the dates don't match up, um, and of course they're still getting paid through the group.
[AGENT][NEUTRAL] You can just let them know that it was uh the letters were sent out in the error that everything is fine.
[CUSTOMER][POSITIVE] OK, that's what I thought. I just wanted to get clarification. I appreciate it thank you.
[AGENT][POSITIVE] Yeah, you're welcome.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] OK.