AccountId: 011433970860
ContactId: d9a0bc3e-8dc0-4e5a-82d0-53a4aa91af80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156419 ms
Total Talk Time (AGENT): 65297 ms
Total Talk Time (CUSTOMER): 64603 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/d9a0bc3e-8dc0-4e5a-82d0-53a4aa91af80_20250225T19:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. 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 today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. I have an insured on the line who got a bill and I was trying to figure out why, and I'm hoping maybe you could help me with that. Um, can I give you the policy number?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's 606-338 for a [PII].
[AGENT][NEUTRAL] OK, hold on just a second.
[CUSTOMER][NEUTRAL] And I went into OnBase, um, he did get a letter from us and I, I was able to see that it looks like it's premium from [PII], um.
[CUSTOMER][NEUTRAL] And I'm just trying to make sure that that's valid. I'm, I'm sure it is, but I was just having a hard time confirming.
[AGENT][NEUTRAL] OK, this is on payroll deductions.
[CUSTOMER][NEUTRAL] I know, and that's why I was confused.
[CUSTOMER][NEUTRAL] But we sent him a letter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look and see what, what is, I'll look at the letter 06338 Charles Gardner.
[CUSTOMER][NEUTRAL] Yeah, but this is, yeah.
[AGENT][NEUTRAL] 123.
[AGENT][NEUTRAL] the premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK uh let's see.
[AGENT][NEUTRAL] It looks like the group was late paying the premiums so it lapsed and when the groups, so they sent that off group letter um that that letter in there saying you know that they didn't receive the premium within the grace period, um, that's an off group letter uh and it's sent out to those on payroll deductions um but anyways they've received the premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And his policy's been reinstated, reactivated rather, it's not reinstated, it's reactivated.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, yeah, I did see it was active.
[AGENT][NEUTRAL] So it was
[AGENT][NEUTRAL] Just
[AGENT][NEGATIVE] Issued in yeah, the, the letter was just sent out an error I would say.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you so much for that. I really appreciate your help.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. I hope you have a good day.
[AGENT][POSITIVE] All right, thank you, [PII] have a good day.
[CUSTOMER][NEUTRAL] 8