AccountId: 011433970860
ContactId: 16ae77f5-470c-4f94-b9db-fc1d2980e0f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500709 ms
Total Talk Time (AGENT): 208795 ms
Total Talk Time (CUSTOMER): 152633 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/16ae77f5-470c-4f94-b9db-fc1d2980e0f4_20250407T21:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, [PII], this is [PII] with uh the care team, and I have a policyholder on the line that I've verified. She's got, uh, questions about her, um, premium, um, wanted to know, um, if it's changed through the years, and then, um, if, if it's this will be the same rate forever, um, so I wasn't sure on that, um, so I was gonna see if you could.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, what's her policy number?
[CUSTOMER][NEUTRAL] Policy number is 101853 [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, um, so I got her pulled up and you can go ahead and send her over to me and I can I'll see how I can help her.
[CUSTOMER][POSITIVE] OK, well thank you so much.
[AGENT][POSITIVE] No problem, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Hi, [PII]. How are you doing?
[CUSTOMER][POSITIVE] Good.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Just wanted to talk to you about my um amount for my insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's being, um, it's just I've, I've had this a long time and um it has, it did increase and I guess I wanted you to go over that with me right now I'm having that bank drafted monthly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, yes ma'am. Let me take a look at that for you.
[CUSTOMER][NEUTRAL] Do you need a you need a, OK.
[AGENT][NEUTRAL] Um, so I actually have your policy pulled up. [PII] gave me your information. Um, so I'm looking here, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I know you said that your premium went up. Now I'm showing that your premium has been the same. It's 6899.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm, well, from years ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] From when it, when it first, you know, from when we first took it out so, so many years ago.
[AGENT][NEUTRAL] OK. OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So were you just wanting to make sure that it was gonna stay the same?
[CUSTOMER][NEUTRAL] Right, I mean, I guess it go up significantly after I had my first bout with cancer that did make it significantly. Is that what happened?
[AGENT][POSITIVE] But it was really, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see because it looks like when it increased it was back in [PII]. Let me look and see if I can see what triggered that um let me see if it goes back this far. Let's see.
[AGENT][NEUTRAL] So I don't see um anything on what would have changed that back in [PII]. Um.
[AGENT][NEUTRAL] Yes, I understand. I, I don't think it should change, but let me get some clarification on that real quick, um, just so that I can confirm that with you. Give me one moment and let me um let me ask real quick, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], give me one second. I'm asking somebody else just to make sure, um, I don't think your premium should increase, but, um, I'm gonna have somebody else look at that with me just so that I can confirm that with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, so, um, your premium shouldn't increase. The only reason that it would increase is is if there was an increase on, you know, across the board on all policies if there was, you know, for some reason an increase on that plan, so that might have been what happened back in [PII], um, but you know, other than that, your premium should your rates shouldn't increase for for any other reason.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, well, you know, it started out like at 1650 for my husband and I both.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then when he passed away, um, he, you know, dropped off of the policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I, there was another change made to the policy. I've got paperwork here showing premium change to 1635 and then I can't. Details are fuzzy maybe after I had my cancer, my premium went up with was that usually what happens?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEGATIVE] Don't have all the history here in my file um from when the increase came about.
[CUSTOMER][NEUTRAL] I know when we first took it out, it was not near that much but like I said that was me.
[AGENT][NEUTRAL] Yeah, I see, let me see when your policy started, um, yeah, it started back in.
[AGENT][NEUTRAL] [PII] and it looks like I do see at one point when it was 1635 um let me see.
[AGENT][NEUTRAL] So it could be um it's she's saying um that it could be due to the cost of claims paid that you know sometimes the rates are increased.
[AGENT][NEUTRAL] Due due to the cost of claims paid out and that that could happen occasionally um so I'm I'm guessing that that might could could have been a reason um but it it looks like it stayed the same um for several years so I don't have, you know, any information on when or if that could happen again.
[CUSTOMER][NEUTRAL] OK, but this this is where we are that's a monthly charge.
[AGENT][NEUTRAL] Um, let me double check. It looks like it's monthly, yes ma'am, monthly of 6899, and it is bank dra[PII] and it looks like we have your draft date as the [PII] of the month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just wanted to clarify some things since I've not pulled this file out and just making making sure everything's up to date and and as it should be, so thank you for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, you're welcome. If you have any other questions, just feel free to give us a call anytime and we'll be happy to help you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, Miss [PII], you're welcome. Thank you for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.