AccountId: 011433970860
ContactId: 9da36bc0-92d0-43a4-a23a-61b703ea3592
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208419 ms
Total Talk Time (AGENT): 93793 ms
Total Talk Time (CUSTOMER): 105703 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/9da36bc0-92d0-43a4-a23a-61b703ea3592_20250211T22:16_UTC.wav
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[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help?
[CUSTOMER][NEUTRAL] Yes ma'am, I work for the state of [PII] and I have the dental insurance through APL. I got a letter saying that they haven't received my payment, but it, it's coming out of my paycheck.
[AGENT][NEUTRAL] OK, I can help you with your letter. Can you please give me your name and your call back number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK, my name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is your phone number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII], and then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] 00603374
[AGENT][NEUTRAL] OK, let me look your policy up real quick.
[CUSTOMER][NEUTRAL] It seemed like I got one of these not too long ago and they told me it was fine, but
[AGENT][NEUTRAL] Yes ma'am, um, first, um, I'll be able to help you with that letter, but I'll need to verify your policy for security reasons can you give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address we have on the policy for you?
[CUSTOMER][NEUTRAL] Oh [PII], I've had it for so long. Well, my address hasn't changed. It's [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Thank you. And then the number that you gave me to call you back on if we're disconnected, is that your cell phone?
[CUSTOMER][NEUTRAL] Uh, that's my home phone.
[AGENT][NEUTRAL] OK. And it looks like.
[CUSTOMER][NEUTRAL] I have a cell number if you want.
[AGENT][NEUTRAL] It looks like the email address that we have was your work email address.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK thank you I appreciate you verifying your policy for me let me look at your policy. OK, so that letter we had a human error and we accidentally sent out those letters and they should have never gone. So looking at your policy, your policy is active, you're paid to date and everything looks good on your policy, you can just go ahead and throw that letter away you should have never received it.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, and.
[CUSTOMER][NEUTRAL] OK, well, and the reason I think it could be legit is because from time to time the state does stop doing payroll deduction on some different, you know, types of insurance so I just wanted to make sure it wasn't so, OK, I appreciate it.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, Ms. [PII]. Well, I was, I'm glad I was able to help you on some. Thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Make it.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] OK, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.