AccountId: 011433970860
ContactId: 7a1e1cc2-737c-42b5-be60-448dfed131a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213720 ms
Total Talk Time (AGENT): 101958 ms
Total Talk Time (CUSTOMER): 93420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/7a1e1cc2-737c-42b5-be60-448dfed131a9_20250211T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing well, Miss [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Alright, um, I have received a letter that um.
[CUSTOMER][NEUTRAL] I work for the state um let me back up for the dental plan and it says you're giving me an additional 30 days, um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm looking at my.
[CUSTOMER][NEUTRAL] My stuff and the more I'm looking at, I don't see.
[CUSTOMER][NEUTRAL] The dental, yeah, the dental plan was paid on like [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEGATIVE] So, oh yeah, not accepting these payments here anymore or?
[AGENT][NEUTRAL] No, we are Ms. [PII]. I think that you may have received a letter in error. uh I want to double check though. Can you um first give me your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Sure. Area code [PII].
[AGENT][NEUTRAL] OK, and then what is your policy number?
[CUSTOMER][NEUTRAL] 00604409.
[AGENT][POSITIVE] Thank you, ma'am. Let me look that policy up real quick.
[AGENT][NEUTRAL] OK, and then Miss [PII], just for security reasons, can I verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Um, it is going to the address [PII]. Um, email, it would be [PII], but it's very rare I check that.
[AGENT][NEUTRAL] OK, thank you. I appreciate you verifying your policy for me, Ms. [PII]. Let me look. We had an instance where
[AGENT][NEUTRAL] We had
[AGENT][NEUTRAL] Uh, cancellation letters go out to the state of Louisiana dental employees in error and so we're getting a lot of calls about it because it was an error on our part and I do want to tell you that your policy is active, so you got one of those letters that was sent in error. So do not worry about your policy it's paid to date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And everything looks good on it. You could throw that letter away because you should have never received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And that policy is underneath me and my husband, correct?
[AGENT][NEUTRAL] Let me. Yes, it's a couple coverage policy.
[CUSTOMER][NEUTRAL] OK, ready.
[CUSTOMER][NEUTRAL] That's what I was just checking to make sure I'm like I know it. I ain't seen no increase on my check, so like it has to be being paid.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, so I'm good. All right, thank you so much.
[AGENT][POSITIVE] OK. And we're very, very sorry that you received that and it worried you. I apologize for that.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] We're good. Thank you though.
[AGENT][POSITIVE] OK. You're very welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.