AccountId: 011433970860
ContactId: f1b4ac66-5f87-4bbe-b551-e9e9edf77ba8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118959 ms
Total Talk Time (AGENT): 58509 ms
Total Talk Time (CUSTOMER): 43250 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/f1b4ac66-5f87-4bbe-b551-e9e9edf77ba8_20250212T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII]. I'm calling from the Louisiana State Racing Commission, um, on behalf of one of my employees who received, um, a request for payment, um, but she is a state employee and that payment was submitted through an electronic file, so can I get you to verify that that payment was received?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Absolutely um this was an individual letter that she received was it regarding overdue premium?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] OK, I will check that we have had uh several instances lately where letters like that have been sent by mistake um but I will still go ahead and just verify that for good measure, um, [PII] first if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK thank you and are you the you're the group admin?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I go ahead and get that group number from you?
[CUSTOMER][NEUTRAL] Uh, the policy number is 00606340.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh, what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] [PII] and well hold on her her date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you for verifying that one moment.
[AGENT][NEUTRAL] OK, so yes, this is one of those um that was sent by mistake. Her policy is active um again we've been getting several calls regarding this. I'm apologize for the confusion, but it is good to go.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][NEGATIVE] That was absolutely sent by mistake. Yes, was there anything else I can help you with?
[CUSTOMER][POSITIVE] All right, that's it thanks.
[AGENT][POSITIVE] Alright, thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.