AccountId: 011433970860
ContactId: a3681c96-c851-4310-bffb-71377e287a71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162960 ms
Total Talk Time (AGENT): 88692 ms
Total Talk Time (CUSTOMER): 65157 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/a3681c96-c851-4310-bffb-71377e287a71_20250211T23:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I'm calling about another bill I received um from your company. It it now says it's past due and I had called y'all last time about it. Um, these payments come out of my check, so I don't know why I'm getting these bills, but they told me last time that it was taken care of, but I'm concerned now. I don't want anything to happen to my dental policy, and I keep getting this bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] I understand. So lately we have had uh quite a few calls regarding that and it there were some letters sent out that were absolutely a mistake um but just for good measure I'll go ahead and get your policy pulled up and we'll double check that, um, I'm what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, uh, my name is [PII]. It's from my husband [PII].
[AGENT][NEUTRAL] [PII], OK, and then can I get a good call back number from you, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, 006.
[CUSTOMER][NEUTRAL] 03054
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick, uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mine is [PII] and his is [PII].
[AGENT][NEUTRAL] OK, thank you and then can I get your uh mailing address please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. Thank you for verifying that. All right, one moment, let's take a look here.
[AGENT][NEUTRAL] OK, yeah, so this was one that was sent out as a mistake. I do apologize your the policy is good active, caught up um this was just part of several that were sent as a mistake so you can completely disregard that. I apologize for any confusion.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and um can I get your name and um information?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course. So my name is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I am the only [PII] here but if you need it my last initial is [PII]
[CUSTOMER][NEUTRAL] What's the last name?
[AGENT][NEUTRAL] It's my last initial is [PII] um and I will be making a note on your account so if for some reason you have to call back uh there will be record that you and I have spoken about this.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright, yes, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] All right. OK. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye