AccountId: 011433970860
ContactId: 948ec1aa-0d6e-4f98-8bd3-e75bf61e5969
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167389 ms
Total Talk Time (AGENT): 95233 ms
Total Talk Time (CUSTOMER): 58529 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/948ec1aa-0d6e-4f98-8bd3-e75bf61e5969_20250211T15:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. uh, I'm receiving a letter saying that my, uh, dental insurance was not paid on time or something, but I'm actually still working, so this is done through payroll deduction.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we can definitely take a look at that letter. Um, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]. You need the policy number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, 00604862.
[AGENT][NEUTRAL] All right, thank you. And then, uh, [PII], can I also get a good call back number from you please in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you, and then I'm just gonna verify some information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying that information. Alrighty, if you don't mind, [PII], bear with me just a moment. I'm gonna put you on a brief hold uh and reach out to our billing department and see what's going on. I'm showing your policy is getting active, so this very well might have been just a mistake, um, but just for good measure, of course.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] This, but this is the second letter I've received. That's what I'm saying like are are they not turning it in or what? Mhm.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][POSITIVE] Sure, we'll, we'll definitely see what's going on. I'll get right back with you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[CUSTOMER][POSITIVE] It's good. How are you?
[AGENT][NEUTRAL] Doing all right thank you um so I've actually gotten a couple of calls like this uh yesterday this is the first one I've gotten today um about these uh LA groups, the Louisiana groups, um, have been receiving letters, uh, that their premium is past due, the dates don't match up, um, and of course they're still getting paid through the group.
[CUSTOMER][NEUTRAL] You can just let them know that it was uh the letters were sent out in the air that everything is fine.
[AGENT][POSITIVE] OK, that's what I thought. I just wanted to get clarification. I appreciate it, thank you.
[CUSTOMER][POSITIVE] Yeah, you're welcome.
[AGENT][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, [PII], I'm so sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes, yes, uh huh.
[AGENT][NEUTRAL] OK, so yes, um, I did get clarification they were sent out in mis by mistake, um, so you can completely disregard that your account is perfectly fine. I do apologize for the confusion.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you no problem have a good day mhm OK bye bye.
[AGENT][POSITIVE] All right. You too. Thank you. Bye-bye.