AccountId: 011433970860
ContactId: f1d73429-994b-4a16-95eb-06bf1f53d144
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182720 ms
Total Talk Time (AGENT): 91607 ms
Total Talk Time (CUSTOMER): 60304 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/f1d73429-994b-4a16-95eb-06bf1f53d144_20250213T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how are you doing?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] I'm great. I'm calling today because I got a letter in the mail that said that you guys had to receive my monthly premium for January and you gave me a form to fill out to um to get it on uh EFT.
[CUSTOMER][NEUTRAL] But when I looked at my pay stub, I've been paying my premium, so I'm trying to understand why I received the letter in the first place.
[AGENT][POSITIVE] Yes, we'd be glad to look that up, and what is your policy number, please?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 0606591
[AGENT][NEUTRAL] OK, 6606591. OK.
[AGENT][NEUTRAL] And if I could verify your name, uh.
[AGENT][NEUTRAL] Date of birth and a phone number, please. Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and my phone number is [PII].
[AGENT][NEUTRAL] OK, so you said that your policy number is 66.
[AGENT][NEUTRAL] 06
[CUSTOMER][NEUTRAL] No, no, I'm sorry, it's, it's uh 0606591.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] OK, great.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And if I could just, uh, you can just tell me your phone number, please, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, OK. So what um
[AGENT][NEUTRAL] It looks like they were, they have a group letter that a group lapse letter that is sent out, um, and sometimes it's it.
[AGENT][NEUTRAL] It looks like it was sent out in error, so let me just check here because I'm still showing that you're fine but we're not showing that there's a problem at all. Um, unfortunately, when they send out those letters, they send them out, you know, they, they, they go out to everybody in the group. Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Yeah, we, we did look like we, um, OK. So it's not a problem. It, it doesn't look like there's anything that's wrong with it. It looks like that was sent to you in error, Mr. [PII], and I do apologize, but it does look like that, that, that is, uh, you know, it's not something that we need to worry about. Um, you can just disregard that letter because it does look like we're, we're fine. We don't show a problem at all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I just want to make sure.
[AGENT][NEUTRAL] Now, is, is this the only, absolutely. Now, is there anything else at all that um that we needed to uh look at your policy, sir?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] OK, thank you for contacting AT. Have a good day.