AccountId: 011433970860
ContactId: c19cfd63-1a10-4a7e-af84-728bded30894
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281359 ms
Total Talk Time (AGENT): 151497 ms
Total Talk Time (CUSTOMER): 81857 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/c19cfd63-1a10-4a7e-af84-728bded30894_20250107T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you this morning?
[AGENT][POSITIVE] Hey [PII], I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good. I have an insured on the line. His name is [PII], and he got a letter from us about a premium back from [PII], and he's confused on it because his premium should come through his employer, and he doesn't know why he owes 1830. I was wondering if that's something you could maybe help him with.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, what's his policy number?
[CUSTOMER][NEUTRAL] It is 607-440.
[AGENT][NEUTRAL] OK. Let me see.
[CUSTOMER][NEUTRAL] And I see the letter that he got um about the monthly premium, but he said he, he said he wasn't gone from work or anything like that so he doesn't understand why he owes $18.
[AGENT][NEUTRAL] OK, is the letter is it in on base?
[CUSTOMER][NEUTRAL] Mhm. Yeah, I found it in on base.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I can get it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I said one from [PII]. Let me see.
[CUSTOMER][NEUTRAL] Mhm, yeah, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you can go ahead and put him through um I may need to to research more on this and call him back, but you can go ahead and put him through and I'll get his information and let him know.
[CUSTOMER][POSITIVE] All right, thank you so much for your help. I appreciate you. Here he comes, yep.
[AGENT][POSITIVE] Mhm, mhm, no problem.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][POSITIVE] Hi [PII], how are you doing today?
[CUSTOMER][NEUTRAL] I'm OK.
[AGENT][NEUTRAL] Good, um, so I understand I just spoke with [PII] and she let me know that you were calling about a letter that you received, is that right?
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK, yes, sir. I'm working to pull that letter up real quick so that I can see what's going on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see, is that letter dated, um, [PII]?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK, let me take a look at it real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it looks like we sent 22 different letters and it looks like one of them, um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I didn't pay too much attention at first I thought it was just some.
[AGENT][NEUTRAL] OK OK.
[AGENT][NEUTRAL] Yeah, so it, it looks like it's saying that your policy was no longer being paid through transportation and development, um, and that we were offering you the opportunity to continue the coverage. um, let me look at your policy real quick and see what's going on and see if I can figure out why that letter would have come out.
[CUSTOMER][NEUTRAL] You know I've never had to pay anything so I didn't.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Your policy is paid current so um I'm gonna just take a look at the notes. OK, so it looks like here um just looking in the notes um it looks like that letter may have been sent in error um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It looks like just from looking here it looks like your policy lapsed in error. I don't know why, but what we did was we reinstated your policy so your policy is active and paid current and what our system does is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] When a policy lapses, um, we generate these letters, um, to give you the option to continue your your policy if you know you're no longer with your employer, um, but these actually appear to have gone out in error, um, and we do have your policy active and we do have it paid current so you can disregard those letters.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then good.
[AGENT][POSITIVE] Yes sir, and I apologize about that.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] OK, well thank you for calling APL and if you have any more questions just give us a call OK?
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.