AccountId: 011433970860
ContactId: b56f0588-2cf6-4b86-9dbb-630c46f61eaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214179 ms
Total Talk Time (AGENT): 75632 ms
Total Talk Time (CUSTOMER): 112490 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/b56f0588-2cf6-4b86-9dbb-630c46f61eaf_20250213T16:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is, uh, [PII]. I was calling about a, uh,
[CUSTOMER][NEGATIVE] Uh, bill I keep receiving, uh, a premium payment, uh, that I keep receiving.
[CUSTOMER][NEUTRAL] And I want to check and see if it's, uh, if it's correct, uh, my, my, you want my policy number?
[AGENT][NEUTRAL] Yes, sir. um, first I want to make sure I understand. So you're receiving like an actual check or this is like a letter saying that something is due?
[CUSTOMER][NEUTRAL] I, I'm receiving a um.
[CUSTOMER][NEGATIVE] A a letter saying that I owe, uh, so much of my insurance, but uh, it's, it's been, uh, it's being paid direct out of my check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I, I still receive, uh, and I, I checked my, um.
[CUSTOMER][NEUTRAL] I, I checked my um.
[CUSTOMER][NEUTRAL] And and it's, it's been held out so.
[AGENT][NEUTRAL] OK, well, I can.
[CUSTOMER][NEUTRAL] I want to see what what's going on.
[AGENT][NEUTRAL] Sure, I can definitely look into it for you and see um the reason for the letter. Mr. [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] OK, it's uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My policy number is 00607926.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I have you here. Can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And there's um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my, um, I have a couple, I don't know which one's on there, but I have a, uh, [PII] [PII] at
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And thank you so much and all the information provided is a verification of benefits, not a guarantee of payment. So it looks like that letter was sent out in error. Um, your policy is active. We just received a payment on February, I think it was the [PII], yes, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so you can disregard that letter for some reason, the policy lapsed in error, um, and then once we caught it, but it still sent the letter out. So, um, we do apologize for that inconvenience.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll just checking because this is the, the 2nd time. I think last month it did the same thing, and, uh, but I was just gonna verify it and make sure nothing was wrong, because it's, uh, it's been automatically paid.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I just want, I didn't know what was the, the reason, like I said, this is the 2nd 1. This is the 2nd 1, you know, and I was just finding out though.
[AGENT][NEUTRAL] The reason
[CUSTOMER][NEUTRAL] Uh, what the deal was on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then, so everything is good.
[AGENT][POSITIVE] Yes, sir. Everything is good to go. Your policy is active and up to date.
[CUSTOMER][NEUTRAL] OK, well that's what I need to know. OK, thank you.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.