AccountId: 011433970860
ContactId: e6c2313b-4ff9-43b7-97dd-45d0e1a6278d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399119 ms
Total Talk Time (AGENT): 229393 ms
Total Talk Time (CUSTOMER): 138961 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/e6c2313b-4ff9-43b7-97dd-45d0e1a6278d_20250211T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi. Um, I was calling.
[CUSTOMER][NEGATIVE] I am not sure that I got the right person. I received a letter in the mail that my premium wasn't received, but this is held out of my check, so.
[AGENT][NEUTRAL] Alright, do you?
[CUSTOMER][NEUTRAL] I'm not sure
[AGENT][NEUTRAL] Do you have a uh have your policy number?
[CUSTOMER][NEUTRAL] This is the time.
[CUSTOMER][NEUTRAL] Um, it's 00608722.
[AGENT][NEUTRAL] Thank you, give me just a moment. I'll get your information pulled up and then we'll do a quick verification and then we can check on that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And Ms. [PII], may we verify your date of birth and then your address?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII] and I tried to go online and update my address.
[CUSTOMER][NEUTRAL] [PII]. My old address was [PII].
[AGENT][NEUTRAL] OK, thank you. We have a very bad connection.
[CUSTOMER][POSITIVE] Oh, I'm sorry about that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, oh, OK. So let's try to do that street address again. What's the new one, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The new one is.
[CUSTOMER][NEUTRAL] 24 I think it's [PII]. I'm sorry.
[AGENT][NEUTRAL] Wait, I'm sorry. OK, let's start over.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] I'm sorry, I didn't
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] And that's in
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Spell that last part.
[CUSTOMER][NEUTRAL] Yeah, OK, it's [PII], last name, last one is [PII]
[AGENT][NEUTRAL] OK, thank you, cause I can hear you now. I could not hear you whatsoever, hardly. All right, what is that zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, let me read this back to you before I update it in one more place. That is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Wonderful. Alright, let me update that one more place.
[CUSTOMER][NEUTRAL] I can't
[CUSTOMER][NEUTRAL] No, it was like it.
[AGENT][NEUTRAL] I and
[CUSTOMER][NEUTRAL] October I got a, it was like in October I got a letter saying that my
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEGATIVE] premium wasn't received and now here I'm getting another one.
[AGENT][NEUTRAL] OK, let's see what we have here. Social service. Alright, uh, yes, you, you should not be receiving that letter. Um, let me check, make sure we have not received anything from your group. That's said that's available.
[AGENT][NEUTRAL] CTA uh.
[CUSTOMER][NEUTRAL] That's what I told him I said I've been employed with the state for 25 years.
[AGENT][NEUTRAL] OK 2.
[AGENT][NEUTRAL] OK, um, actually if the group, if, if a letter, a letter like that goes out when a group is no longer going to be with the APL or the insured is leaving and they are given an opportunity to continue with the coverage.
[AGENT][NEGATIVE] You just, just please disregard the letter because that, um, the whole group is only paid to 21, and I say only like that's a long ways, uh, it's, you know, we're just now in the middle of 21, uh, in February, but I think that letter is going out and I'm not sure why, why you're getting the letter. The if there's going to be a late letter mailed out for payment, it should be going to the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] So you may wanna check with your group to see uh you know if they're if they're planning on changing companies you know or something they may be in the middle of you all may be in the middle of a renewal or you know I'm not sure it doesn't say in here that anybody's leaving or closing or anything, you know, closing up accounts with us.
[CUSTOMER][NEUTRAL] Well, and I've noticed.
[CUSTOMER][NEUTRAL] Well, I've noticed that the state.
[AGENT][NEUTRAL] So you just be able to check with your company and make sure nothing is um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know, that nothing is changing for you all, that they're not changing uh insurance companies.
[CUSTOMER][NEUTRAL] Going on, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, well, I
[CUSTOMER][NEUTRAL] Yeah, I, well, I've noticed for a long time.
[AGENT][NEGATIVE] But I do not see anything that tells me that you are.
[CUSTOMER][NEGATIVE] I've noticed for a long time they don't offer this insurance.
[AGENT][NEUTRAL] Ma'am, I'm sorry, I've lost you completely.
[CUSTOMER][NEUTRAL] I've noticed that.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. I've noticed for a long time they're not advertising hello?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] OK, I think everything is good.
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Miss [PII], can you hear me?
[CUSTOMER][NEUTRAL] I can, I can hear you.
[AGENT][NEUTRAL] Oh goodness. Um, I'm barely hear you now. Sounds like you're like, I don't know, like somewhere between a tunnel and a robot.
[CUSTOMER][POSITIVE] OK, alright, well I think everything's good.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, wonderful. Is there anything else we can assist you with?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] That's all I just wanted to check and make sure I was good with my insurance.
[AGENT][NEUTRAL] You're fine. Yes, ma'am. You're fine.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Well, thank you for calling APL and you have a wonderful day, ma'am.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] But it