AccountId: 011433970860
ContactId: 8950ce79-af25-477a-80b7-fc990aa0bdde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136720 ms
Total Talk Time (AGENT): 60032 ms
Total Talk Time (CUSTOMER): 54500 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/8950ce79-af25-477a-80b7-fc990aa0bdde_20250211T22:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I think you can.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling from an agency on behalf of a member. I was calling to find out, did you guys stop services with our department or if it was just for the month of December? I was trying to find out. I could give you her social.
[AGENT][NEUTRAL] OK, wait, I don't understand what I'm looking for. So you're wanting to see if her policy is active?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, and I'll be more than happy to check that for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. You said you have her social?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, and I'm ready when you are.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policy to populate here, hold on one moment.
[AGENT][NEUTRAL] And what is the member's first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can you verify her date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Yeah, that's what I have, but she got a letter in the mail and it's dated [PII] and it's telling her a monthly premium of the 1830 is due 12-1-2024. Well, they say.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, 12 1 2024.
[AGENT][NEUTRAL] You, so you can disregard that letter, looking at the notes, I do see that it was reinstated. It was lapsed in error, so we do apologize um for that confusion, but she can disregard that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll let her know thank you so much.
[AGENT][POSITIVE] You're welcome. Well, thank you for calling APM [PII]. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] All right, you too.
[AGENT][POSITIVE] Thank you bye bye.