AccountId: 011433970860
ContactId: 170098c9-c5a7-4f93-b5f5-fbb04a2cb60e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498329 ms
Total Talk Time (AGENT): 230109 ms
Total Talk Time (CUSTOMER): 214846 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/170098c9-c5a7-4f93-b5f5-fbb04a2cb60e_20250205T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm doing fine, thank you. So, um, let me give you the policy number first.
[AGENT][NEUTRAL] Mhm. Alright, give me just a sec, give me just a second. I'm gonna place a note into the policy.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] All right, what is the policy number?
[CUSTOMER][NEUTRAL] 791-91 for [PII].
[AGENT][NEUTRAL] Mm. All right, I got it.
[CUSTOMER][NEUTRAL] OK, so first off, I have gotten authorization from him from Mr. [PII] to speak to her. Her name is [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And she was calling because she's seeing she handles all their financial stuff and she was seeing the draft come out but they didn't remember what this what this was for so they call to find out what kind of policy it was. I've given that information she would like to have a copy of it mailed to them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which I can request or you can request whichever is easier you can tell me that.
[AGENT][NEUTRAL] Uh, uh, let me see if, um, it is built already because some of these cancer policies, OK, then yes, we can go ahead and request it.
[CUSTOMER][NEUTRAL] It is, yes, this one is.
[CUSTOMER][NEUTRAL] You'll request it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now I have corrected his date of birth based on the application because the application matches what she said it was not what we had in there, but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She was it currently only shows that he's covered, but according to application.
[CUSTOMER][NEUTRAL] Everything is marked for family coverage and her name.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Is on the application.
[CUSTOMER][NEUTRAL] And I can see in notes where she's called in regarding claims information concerning filing things for herself, but she's not listed on Pine A.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, his whole application is marked for family.
[CUSTOMER][NEUTRAL] And a family coverage and it's got her name filled in, her date of birth, which matches what she's given me. So that's what I need for you to confirm that it's uh should be family coverage.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And if so, you know, add her name and information.
[CUSTOMER][POSITIVE] Co yeah correct the system.
[AGENT][NEUTRAL] All right. Yes.
[AGENT][NEUTRAL] Yes, uh, let's see, we have a.
[AGENT][POSITIVE] Total premium.
[AGENT][NEUTRAL] 35.
[AGENT][NEUTRAL] 50 for his policy.
[CUSTOMER][NEUTRAL] Because it's showing 120.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, the document here, the document here says it's, it's 30 something, so it might be for a um
[CUSTOMER][NEUTRAL] Um, 120.
[CUSTOMER][NEUTRAL] Yeah, we're deducting 12083 every month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, then um you can go ahead and um send her over, but this will need a little bit more review of all of the documents and the changes and we will be reaching out back to them.
[CUSTOMER][NEUTRAL] OK. Um, so if you can just let them know that, that would be great. And, and you will request the policy, is that right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I can do that.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much and that everything is fully verified and again he did give his verbal permission.
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][POSITIVE] OK, well, you're welcome, [PII], and thank you. Have a great day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Alright, bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You normally did if you.
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][NEUTRAL] Hey, hello.
[AGENT][NEUTRAL] Hello, hello, this is [PII] in customer service. I was just as I said we have a few discrepancies in um the policy um that uh we're missing here um.
[AGENT][NEUTRAL] Yes, we, that we don't have your information listed.
[AGENT][NEUTRAL] Um, what I can do right now is I will go ahead and make a, a review to all the policy and the documents that we have. Um, we will work on the
[AGENT][NEUTRAL] Uh, let's see, because it seems like we are charging quite a high premium that should be covering family, but we don't have any family member listed. Um, if we are missing those, um, members, we can list them, but I will need to go through the file um look for those names and make those corrections. It will take me a couple of minutes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And also a review from my supervisor. So I would like to request a um good call back number and I can call you back um once we get all this solved for you. Does that sound good?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK. Gosh, I would probably be working by the time you come, uh, well, I'll be working from [PII].
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][POSITIVE] Oh, yes, yes, I can call back today or tomorrow, whatever you prefer. Um, the more time we get to work on it, that will be better.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] So, you can call me today, but could you call after [PII]?
[AGENT][NEUTRAL] After [PII], anytime after [PII]?
[CUSTOMER][NEUTRAL] Mhm. Or you can call at [PII] if you if you need 30 minutes or is that enough time?
[AGENT][NEUTRAL] Um, no, we will just be pretty much, um, confirming the changes and what we have found for the policy and the corrections, and that will be pretty much it.
[AGENT][NEUTRAL] We just need to work on it and um look at.
[AGENT][NEUTRAL] All the documents that we have.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um, just give a call back. Would you be the same one that's calling back?
[AGENT][NEUTRAL] Um, yes, I will try to be the one who makes a call back. If not, it will be someone, um, it will be Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. What is, what is a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I have that written down and I have um everything else also noted so we can go ahead and um investigate further from uh for the policy premium and all those missing family members, right? And we will give you a call back.
[CUSTOMER][NEUTRAL] OK, there, there won't be any missing family members. There's just, there's just the two of us.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And he said that he would have.
[CUSTOMER][NEUTRAL] It was a year after we got married when he, when he took this out.
[CUSTOMER][NEUTRAL] He, he said he would have put down the policy with him.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] his wife.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. All right, Ms. [PII] and then we will work on, on the policy and we will give you a call back after one with uh the information about it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Well, thank you very much for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.