AccountId: 011433970860
ContactId: 55528599-41bb-4b49-9332-7a398974575c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126419 ms
Total Talk Time (AGENT): 20303 ms
Total Talk Time (CUSTOMER): 21899 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/55528599-41bb-4b49-9332-7a398974575c_20250408T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to uh get some payment information switched over as far as payment on the card.
[AGENT][NEUTRAL] Um, was this for your individual policy? Was this for a group?
[CUSTOMER][NEUTRAL] This is for my.
[CUSTOMER][NEUTRAL] Uh, my plan is a group voluntary dental.
[AGENT][NEUTRAL] OK, but this is for your individual policy, correct?
[CUSTOMER][NEUTRAL] But I think it's.
[CUSTOMER][NEUTRAL] Yes, yeah, my coverage is individual, yes.
[AGENT][NEUTRAL] OK, sure, alrighty, and so we're needing to uh change the payment methods for uh receiving your for your premium or, uh, did you mean for payment for claims?
[CUSTOMER][NEUTRAL] Uh, just my payment that they take out every month, the 4399.
[CUSTOMER][NEUTRAL] You there?