AccountId: 011433970860
ContactId: 0386df1e-ece6-4f92-b0a6-36333a8321b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 662380 ms
Total Talk Time (AGENT): 153241 ms
Total Talk Time (CUSTOMER): 164639 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/0386df1e-ece6-4f92-b0a6-36333a8321b1_20250221T17:37_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Uh, yes, I received, this is [PII] and I received two checks in the mail, which, which I was expecting. I have a question though, is, are my premium that I owe, are they gonna be reduced because it was over my husband's death.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we can check on them.
[CUSTOMER][NEUTRAL] I had been
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I have two policies and one of them is um let me see, 00451016.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the other one is 00451015.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, and for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII]. [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me go over um the changes and everything and see if there was any change on the premium. Do you mind holding for me?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm doing good.
[AGENT][NEUTRAL] OK, um, I have a member on the line, um, that she's calling because she says she's, she made some changes to the policy and she removed the husband because he's deceased and, um, she wanted to know if the premium changed, but I, I could not tell if it did or not. Can you help me with that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, I can. What is the policy number?
[AGENT][NEUTRAL] It is 451016.
[CUSTOMER][NEUTRAL] 451016
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Alright, give me just a second so I can pull it up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] I'm looking at the notes because I see some um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Refund this year.
[AGENT][NEUTRAL] Yeah, um, and she did receive the refunds, um, but she, she just wanted to know if the premium changed any.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] After that, yeah, I, I, I don't know how to look into changes, not for premium, so I'm like, uh, I don't know, let me check.
[CUSTOMER][NEUTRAL] Yes, uh, give me just a second. I might have to cancel it really quick because she's not on a monthly, um, premium. Let me look at it really quick.
[AGENT][NEUTRAL] It looks like it did, but I'm not sure yet. Mhm OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. I'll have to review this. Just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, she is on semi-annual pay, so that will be 520.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do see here that the premium um went from.
[CUSTOMER][NEUTRAL] 31 22 21.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just one.
[CUSTOMER][NEUTRAL] Um, and,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. And the other one, there's another one, ending on.
[AGENT][NEUTRAL] 1015.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] 015 OK.
[CUSTOMER][NEUTRAL] OK, that is 1581.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 9488 se annually and now it is 4350.
[CUSTOMER][NEUTRAL] Semi annually.
[AGENT][NEUTRAL] OK, what is, what was the the amount before?
[CUSTOMER][NEUTRAL] Um, OK. Let me go back to it. Um, it was 9486, semiannually, now it is 4350 semiannually.
[AGENT][NEUTRAL] OK, so, um, so let's decrease 36 and then there is $10 decrease from the other one. So 6136, OK.
[AGENT][POSITIVE] OK dokey. Now, I can let her know how much she's gonna be paying. I'm just gonna add these two together and give her the amount. OK, thank you and have a good day.
[CUSTOMER][POSITIVE] You're welcome you have a nice day too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII].
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, so, uh, yes, it looks like the premium decreased about $61.36. So right now, um, it looks like it's going to be, let me add this together really quick.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] $64.50 for both of the policies.
[CUSTOMER][NEUTRAL] 6450.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] And that's for both of them, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alrighty thank you very much I appreciate it.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, that was all. I just knew my payment was gonna be due in a couple of months and I just wanted to make sure before I, before it became do what I was gonna need to owe so.
[AGENT][POSITIVE] Got you. All right. OK. You're welcome. Have a good day. You too. Have a good weekend bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Have a good day.