AccountId: 011433970860
ContactId: 78e9b405-baac-4d67-9a93-054dfaa06738
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183710 ms
Total Talk Time (AGENT): 86779 ms
Total Talk Time (CUSTOMER): 56363 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/78e9b405-baac-4d67-9a93-054dfaa06738_20250211T16:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yeah, I got another letter, uh, saying that I haven't paid, uh, and I get it through the state. I called about I got this letter several weeks ago and I called and they said it was a mistake, but I got another letter.
[AGENT][NEUTRAL] OK, let me see what's going on with the letters. I, I do know of the mistake as well, um, but let's see what's happening. I apologize that you received another letter. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's 00607440.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you for that. Hold on one moment. Let me look at the notes. And, um, [PII], do you mind if I place you on just a brief hold while I take, actually, I just see, I see it now. Hold on one second.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright, yeah, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] So is this, I'm not sure what's causing this error, um, but I see that the supervisor on [PII] reinstated the policy was lapsed in error on on [PII] looks like.
[AGENT][NEUTRAL] Um, so that, that's what sent that letter out to you.
[CUSTOMER][NEUTRAL] But this is the second letter I call out the first letter.
[CUSTOMER][NEUTRAL] And they said that you know that's straighten it out.
[AGENT][NEUTRAL] Right, I understand and I, and I do apologize. I, um, I mean, I can get with customer service and see what that, what the reasoning is as to why this keeps happening. Unfortunately, I just don't have an answer for you now. I just see that it was an error.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][MIXED] But I, OK, but I can just disregard this.
[AGENT][POSITIVE] Yes, sir, you can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well
[CUSTOMER][NEUTRAL] For my policies, but it's OK, it's no problem.
[AGENT][NEUTRAL] Yes, sir, your policy is still active, it's current, um, and I again, I do apologize that you received that letter.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] All right. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.