AccountId: 011433970860
ContactId: 8ec79714-09d9-4dfa-bb1d-42ba6fb6b251
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293070 ms
Total Talk Time (AGENT): 138233 ms
Total Talk Time (CUSTOMER): 133481 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/8ec79714-09d9-4dfa-bb1d-42ba6fb6b251_20250217T21:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, yes, ma'am. I am trying to check on a situation uh regarding my insurance that is automatically payroll deductible. Um, I'm getting a notice like it's running behind and I need to see what is going on because I've never had this issue before, and it's directly payroll deducted and sent to you all.
[AGENT][NEUTRAL] OK, alright, I can check your policy for you. um, can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] 00608671.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][NEUTRAL] Before I contact our.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, ma'am, I understand.
[AGENT][NEUTRAL] All right, Ms. [PII], um, what is your birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then for security reasons I'm going to need for you to verify your address, phone number and email address that we have on the policy for you Miss [PII].
[CUSTOMER][NEUTRAL] OK, the address is [PII]. Uh, it's been so long. Um, um, you pro you may have my personal email which is [PII]. Is that the one you have?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK and then the phone number that you gave me to call you back on, I'm showing a different phone number in our system. Did you want to update that phone number?
[CUSTOMER][NEUTRAL] Uh, no, this is my cell phone. The phone number that's showing in the system should be [PII], which is my home phone.
[AGENT][POSITIVE] OK, thank you so much. I appreciate that very much, Miss, Miss [PII].
[CUSTOMER][NEUTRAL] No, I'm actually at work right now.
[AGENT][POSITIVE] Oh, OK, I got you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, let's go ahead and look at it and see what your pay dates are.
[CUSTOMER][NEGATIVE] Yes, I'm just a little concerned with.
[AGENT][NEUTRAL] I'm showing the current.
[CUSTOMER][NEUTRAL] OK, they must have caught it up because
[AGENT][NEUTRAL] You're paid for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you get a letter stating that we didn't receive your premium?
[CUSTOMER][NEUTRAL] Yes ma'am, let me, I'm gonna just briefly, it says, although the premium due on the reference policy wasn't received during the grace period provided, we'd like to offer an additional 30 days from the date of this letter to submit your premium.
[AGENT][NEUTRAL] Well, let me tell you what happened. We had a human error.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] Yes girl, and those letters went out and they should have never left and should have never gone out so you can throw that letter away. I will tell you that your policy is everything looks good on it, you're paid to date that letter was sent in error and you should have never received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I was worried. OK. And I am an old um.
[AGENT][POSITIVE] Yes, I'm so sorry to worry you.
[CUSTOMER][NEUTRAL] OK, let me ask you something. I'm an old client, so you probably can see that it's years and years because my children have grown up on me since then. And so it's just, um, can you tell me?
[CUSTOMER][NEUTRAL] If you have any, I think I got like the basic, but can you send me a fly or something of the other types of plans you have just in case I want to upgrade, uh,
[AGENT][NEUTRAL] OK, so when you port a policy from the business because you're still under.
[AGENT][NEUTRAL] Uh, social services department.
[AGENT][NEUTRAL] When you port a policy and take it with you, um, you're you're still employed with them, so what you'll need to, you'll need to go to them and see if they have another plan because they choose certain plans with our company that they give to their employees so you'll have to go and just check with them and see if they have something that has um better benefits for you and tell them what you're looking for.
[CUSTOMER][POSITIVE] Yeah, that's what good book.
[CUSTOMER][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK. All right. Thank you, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, ma'am. Thank you. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.