AccountId: 011433970860
ContactId: e122a937-fb63-4f21-b128-d4fe942b112d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115839 ms
Total Talk Time (AGENT): 63401 ms
Total Talk Time (CUSTOMER): 47687 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/e122a937-fb63-4f21-b128-d4fe942b112d_20250211T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I got a letter in the mail stating, um, that my, uh, premium was due.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Or actually that it was 30 days late but my money is pulled from my check for my.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So we have had quite a few of those calls lately um and they have been sent as a mistake so but just for good measure, let me go ahead and get your policy pulled up just, you know, so we're 100% sure um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I have, yes, it's uh 00603467.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] And I'm just gonna verify some information really quick [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you so much for verifying that. All right, bear with me just a moment. Let me take a look here.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] I was
[AGENT][POSITIVE] Yeah, OK, so this was absolutely sent as a mistake. Um, I am very sorry, you're not the only one who has received this, but your account, your policy is good and active. You are all caught up, nothing to worry about. I apologize for that. Yes, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Oh, no problem.
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, nothing else, thank you so much, mhm.
[AGENT][POSITIVE] All [PII]. Yes, ma'am. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.