AccountId: 011433970860
ContactId: af283b43-300b-4056-bfe2-363a450e5559
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436010 ms
Total Talk Time (AGENT): 99438 ms
Total Talk Time (CUSTOMER): 58651 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/af283b43-300b-4056-bfe2-363a450e5559_20250102T14:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I got a letter in the mail stating that my premium is behind but I have it taken out of my paycheck every other week, um, I'm not sure why that is.
[AGENT][POSITIVE] OK, um well, I'm definitely sorry you received that letter. I'll be more than happy to look into it for you and see um what's going on. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], last name is [PII]
[CUSTOMER][NEUTRAL] And the number is [PII].
[CUSTOMER][NEUTRAL] We try to avoid
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] It is 00607224.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] and what was the last name?
[AGENT][NEUTRAL] Um, your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And [PII], is it OK if I place you on just a brief hold so I can look into the policy for you?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, what?
[AGENT][NEUTRAL] on payroll deduction.
[AGENT][NEUTRAL] Yeah sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. I'm speaking with my supervisor and customer service, um just to make sure there was an error with some of the LA um groups, and I just want to make sure that yours is not included or if it is, if how to handle it. So I just wanted you to know what I was doing. I didn't want you to think I forgot about you, but it sounds like that this was an error. I just want to make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] So what needs to be done? Are you still checking into it?
[AGENT][NEUTRAL] Well, I'm still talking to my supervisor. I just want to check back with you.
[CUSTOMER][NEUTRAL] Oh, OK, well, um, is there any way you can call me back?
[AGENT][NEUTRAL] Actually, hold on one moment, she just got back with me. So yes, this was a part of the error. So there was um the the LA groups were canceled in error and that's why you received that letter, but you are up to date and um it is on payroll deduction, so we apologize for that inconvenience, um, but you can disregard that letter.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] So everything's good.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright, well, happy [PII].
[CUSTOMER][POSITIVE] Happy [PII] bye.
[AGENT][NEUTRAL] Bye bye.