AccountId: 011433970860
ContactId: 1594240d-d901-444d-bf72-cd65f762ed6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312019 ms
Total Talk Time (AGENT): 113200 ms
Total Talk Time (CUSTOMER): 98919 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/1594240d-d901-444d-bf72-cd65f762ed6c_20250212T19:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a broker's office, um, World Insurance.
[CUSTOMER][NEUTRAL] And I have a question about our members. I'm calling from one of our groups as far as travel.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They doing payroll and they um we have an employee, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Who went from, she went from employee and family to employee spouse and they're trying to find out what is her deduction if they should be taken out. If it was a I think her, I think she did that on 11. I don't remember now.
[AGENT][NEUTRAL] OK, um, so let me pull up the group and try to locate the policy. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and I have the
[CUSTOMER][NEUTRAL] Uh, number is 17896.
[AGENT][NEUTRAL] The group number 17896.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I'm looking at a copy of an invoice. Mhm.
[AGENT][NEUTRAL] OK, I have her here. And can you verify her date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth, um.
[CUSTOMER][NEUTRAL] Yeah I gotta go to another.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm going to get you over to customer service so that they can talk about the premium with you and if there was a a change in premium when there was a change in the policy type, when it changed from family to employee and spouse, um, and then if any corrections need to be made, they will assist, um, but that's just the department that handles the premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem. Thank you.
[AGENT][NEUTRAL] You're very welcome. Hold on one moment before I transfer you, is there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][NEUTRAL] Alright, well, thanks for calling APL and hold on one moment for your transfer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have a broker on the other line and the insured, um, sorry, and the group, um, they're trying to see what the deductions would be for an insured. Is it because it's an insured particular policy, would that be customer service or do I need to go to group billing?
[CUSTOMER][NEUTRAL] I'm not sure what they're asking.
[AGENT][NEUTRAL] So, they're wanting to know what the pay, the deduction, the premium amount is going to be for an insured. I'm asking since it's a particular insured on a group, would that be customer service or do I need to go to group billing?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So she just, so just want to know what the premium is. What's the policy number?
[AGENT][NEUTRAL] Yes, it's um,
[AGENT][NEUTRAL] 245-566-1.
[AGENT][NEUTRAL] They switched from employee to family.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] The employee to spouse and they're not sure.
[CUSTOMER][NEGATIVE] It would be customer service.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Looks like it's a couple right now and they're wanting to change let's see 17996.
[CUSTOMER][POSITIVE] But yeah that that is customer service.
[AGENT][NEUTRAL] OK. I get confused sometimes.
[CUSTOMER][NEUTRAL] Uh, it is confusing. Let's see.
[CUSTOMER][NEUTRAL] Proposal.
[CUSTOMER][NEUTRAL] 17896.
[CUSTOMER][NEUTRAL] That like.
[CUSTOMER][NEUTRAL] You would think the broker would know this, but it's OK.
[CUSTOMER][NEUTRAL] That's option 1, option 2.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alrighty, hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, good afternoon.