AccountId: 011433970860
ContactId: 60cf1126-51f6-4bba-b530-1b591a935d49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92180 ms
Total Talk Time (AGENT): 45515 ms
Total Talk Time (CUSTOMER): 35319 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/60cf1126-51f6-4bba-b530-1b591a935d49_20250213T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, do you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] OK, um, I keep getting these notices, uh, saying I haven't paid my my premium, but I'm on a group policy so I don't, I don't understand why, why y'all aren't getting these premiums.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a look at your policy. What's your policy number?
[CUSTOMER][NEUTRAL] 00606625.
[AGENT][NEUTRAL] OK, yes, and you can disregard that um that letter, um, we had a error on our end as far as posting the premium um so it was, it was an error on on our part so you can disregard that letter and we didn't catch it in time to keep the letter from going out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like it's like the 2nd 1 I've gotten, so I'm like, OK, well.
[AGENT][NEUTRAL] Yes, ma'am, we, we cha we changed up some of the ways that we're, we're doing some things and it, it just basically got overlooked and we didn't catch it in time.
[CUSTOMER][NEUTRAL] Something wrong.
[CUSTOMER][POSITIVE] OK, alright, so I don't have to worry about it's good.
[AGENT][POSITIVE] No, ma'am. You're still good, you're good.
[CUSTOMER][POSITIVE] Alright thank you thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye.