AccountId: 011433970860
ContactId: 133c86bd-bd0e-4ca0-a25a-97649dcfdb20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163270 ms
Total Talk Time (AGENT): 54436 ms
Total Talk Time (CUSTOMER): 97251 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/133c86bd-bd0e-4ca0-a25a-97649dcfdb20_20250407T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um a Miss [PII] on the phone. She's calling with group number 25793 from Benefit Mall.
[CUSTOMER][NEUTRAL] And her her return number is [PII] which is the same number she's calling from and she has some questions um that she needs to ask about the group.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and this is for Hound Bay Bank USA?
[CUSTOMER][NEUTRAL] It's for Benet mall, yes, and Helm Bank is the group.
[AGENT][NEUTRAL] Who's benefit mall?
[CUSTOMER][NEUTRAL] That's who makes the payments.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] When I call in? OK, all right, [PII], thank you so much.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling in in regards to one of our groups. Um, I just needed to verify what is their term policy that they have in effect.
[AGENT][NEUTRAL] Their term policy.
[CUSTOMER][NEUTRAL] Yes, so when there's an employee that terminates, would they be effective at the end of the month or the date of the event?
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, OK. Um, so when the policy terms, let's say they, they're going to terminate [PII], um, the effective date of the termination will be [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Will be [PII]. What about if they were terminated, let's say [PII]?
[AGENT][NEUTRAL] They'll be terminated their effective terminator date would be [PII], yes, ma'am. But it also, um, will depend on if the group is wanting to pay the whole month of premium. I mean, that's really, it's kind of what the group.
[CUSTOMER][NEUTRAL] Would it still be [PII]?
[CUSTOMER][NEUTRAL] OK, so for this group.
[AGENT][NEUTRAL] Has decided, yeah.
[CUSTOMER][NEUTRAL] It's up to the group's discretion.
[CUSTOMER][NEUTRAL] OK, so it's not that they have a term policy in effect, um, this is for Home bank, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, um, because I just needed to verify that term policy um if it would be effective as of the date of the event or the end of the month, but if you have it, it reflects at the end of the month unless otherwise requested from the group then that's where that would uh come into effect, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK perfect and I'm sorry you said your name was?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], thank you so very much. I really appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] Alright, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you likewise.
[AGENT][POSITIVE] Thank you.