AccountId: 011433970860
ContactId: 560a1702-f20b-42a3-9154-eacdc3b8281e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180110 ms
Total Talk Time (AGENT): 105470 ms
Total Talk Time (CUSTOMER): 81133 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/560a1702-f20b-42a3-9154-eacdc3b8281e_20250305T17:32_UTC.wav
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[AGENT][NEUTRAL] Good morning thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to ask you a question, please. I keep getting this letter in the mail talking about.
[CUSTOMER][NEGATIVE] How although the premium due on the reference policy wasn't received during the grace period provided as a value customer would like to offer blah blah blah, but this, I, I have this coming out of my straight out of my paycheck and it says the last payment was in January and I'm thinking to myself this went through my HR department and they never told me anything about canceling them or whatever but it I just wanna check please and see if this letter is legit.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, I can definitely help verify what what's going on and why in fact you received that letter, but before we proceed, is it possible to get your name and a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Oh, OK. It's [PII]
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] And what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII] and I'm in the customer service department. On that letter, do you happen to see a policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, I do. Uh 0000608115.
[AGENT][NEUTRAL] OK, I get it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And just to verify, I need you to verify your mailing address and your date of birth, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you for that. I'm showing we've got your work email. Can you verify that too for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is what we have on file. Your name has changed. It looks like we have you as [PII]. Should we have.
[CUSTOMER][POSITIVE] Oh, I was living so you're right. Well, that was my maiden name, and I've always had it. Yeah, if you want, it doesn't matter. I could keep it.
[AGENT][NEUTRAL] Should I update it?
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] If you want.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, we'll leave it as is, um, that way it won't cause any confusion because it is being payroll billed um so that letter you got inadvertently went out you shouldn't have got it we had a technical issue with the group and we did discover it you are active and you are currently paid to February the first um the group pays a month behind, so we should be getting the bill for, well, excuse me, the payment for February within the next few days, um.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You can actually just disregard it. Yeah, cause like you said, you are being payroll deducted for this and they are in fact submitting your premium on your behalf. And it's actually your dental policy. So, um again, it's, you're good to go. Is there anything else we can help you with, Ms. [PII], before you go?
[CUSTOMER][NEUTRAL] Probably tomorrow.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, you're right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am. I appreciate you. Thank you very much.
[AGENT][POSITIVE] Thank you for calling APO. You have a wonderful day as well, Miss [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.