AccountId: 011433970860
ContactId: ba52f98f-5219-4caf-a47f-ad513825f0bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179479 ms
Total Talk Time (AGENT): 53309 ms
Total Talk Time (CUSTOMER): 45041 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/ba52f98f-5219-4caf-a47f-ad513825f0bd_20250220T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I have a group admin on the line um it doesn't look like they've had an active policy with us since last August um but she said that she just got an email from their old, uh, third party, um, the people that handle the accounts and stating that they owed premium from us, and she just wanted to verify if that was correct.
[AGENT][NEUTRAL] Mm, what's the group number?
[CUSTOMER][NEUTRAL] It is 13334.
[CUSTOMER][NEUTRAL] Liberty Hill ISC.
[AGENT][NEUTRAL] The group is still active.
[CUSTOMER][NEUTRAL] I didn't say that she has any members that were active.
[AGENT][NEUTRAL] What in the world?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] How did this pop
[AGENT][NEGATIVE] And so confused.
[CUSTOMER][NEUTRAL] I asked if it came from us and she said no it was this former third party um group that they had and they yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] CBG
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But that it had our information.
[AGENT][NEUTRAL] Tell her to disregard it um because I'm not even sure how there's not any notes saying how the policy I mean how the header got reactivated nor what's let me look hang on let me look and see what's on these actual invoices that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We generated.
[AGENT][NEUTRAL] Mm, what in the world.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It looks like those invoices were generated before we got the termination notice, so yes, just let her know to disregard it and I'll have to send it to [PII] to get her to fix it.
[CUSTOMER][POSITIVE] OK, OK, I'll let her know thank you for looking.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Alright thanks bye bye.
[AGENT][NEUTRAL] My