AccountId: 011433970860
ContactId: 1ed7d57a-417d-415a-9ad2-516ccf784870
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157089 ms
Total Talk Time (AGENT): 78946 ms
Total Talk Time (CUSTOMER): 58769 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/1ed7d57a-417d-415a-9ad2-516ccf784870_20250609T20:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] Just got.
[CUSTOMER][POSITIVE] This life insurance through my job and the price that I was quoted is not the price that I see.
[CUSTOMER][NEUTRAL] So I may have to change some numbers up.
[AGENT][NEUTRAL] OK, so you have a question regarding the premium on your policies, so, is that correct?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so yes and I can direct you as to who you would need to speak to regarding that, but first I will have to pull up your policy information and verify some things with you for security purposes. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I think I just spoke to you a moment ago, Ms. [PII]. And what is your callback number? Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, maybe.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number?
[CUSTOMER][NEUTRAL] Mm, what I do with that card?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02636806
[AGENT][NEUTRAL] All right thank you one moment please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. So, Ms. [PII], if I, I did just speak to you, but go ahead and just verify your date of birth for me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So I see that this insurance that you have is through the Harmony Center, your employment with, is that correct? OK. So what you will need to do is to reach out to your HR department.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For that. That is nothing that we can do directly that would have to go through them.
[CUSTOMER][NEUTRAL] It was, I didn't, I actually, I wish I could find, I'm gonna go try to find that paper, the little booklet where the guy who I talked to.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so they're gonna take this out this week and that's not what I asked for. OK, thank you.
[AGENT][POSITIVE] OK, well, you're very welcome. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well then, thank you for calling APL again and I hope you still have a nice evening, Miss. [PII].
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Bye-bye.