AccountId: 011433970860
ContactId: 252a4e75-40d2-4dbf-99a6-9dcc5a3b8717
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472670 ms
Total Talk Time (AGENT): 153655 ms
Total Talk Time (CUSTOMER): 197850 ms
Interruptions: 5
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/252a4e75-40d2-4dbf-99a6-9dcc5a3b8717_20250114T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] Hi, I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, I have [PII]. She is the group admin for group number 25211.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And she has a question regarding invoice number.
[CUSTOMER][NEUTRAL] 637-88
[CUSTOMER][NEUTRAL] 61.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] And it's regarding a rate regarding one of the employees and I didn't get that information.
[AGENT][NEUTRAL] 25211.
[CUSTOMER][NEUTRAL] 25211. It should be [PII].
[AGENT][NEUTRAL] Oh there it goes. It just took a minute. OK, sorry, uh, let's see here and you said you didn't get the the name of the person that she's asking about?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mm I did not. She, she gave it to me, but I didn't write it down.
[AGENT][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] And the number on the screen is that her callback number?
[CUSTOMER][NEUTRAL] Um, it is, yes, it is.
[AGENT][POSITIVE] All right. I'm ready for it. Thank you.
[CUSTOMER][POSITIVE] You're welcome. Here she comes.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the billing department. I understand you have a question about a rate on the policy.
[CUSTOMER][NEGATIVE] Yes, um, I have an employee who, um, it looks like he's being charged the wrong rate based on his age for critical illness.
[AGENT][NEUTRAL] Oh, OK. Uh, let's see.
[CUSTOMER][NEGATIVE] He's been, he's been undercharged.
[CUSTOMER][NEUTRAL] I mean he's being under billed sorry.
[AGENT][NEUTRAL] All right. I might not be the one that can help you, but I can definitely look at it. Uh, let's see, what's the um the name of the employee?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And which policy is it?
[CUSTOMER][NEUTRAL] It's the critical illness, um, the billing shows that he's being charged a monthly premium of 789, which is 39 and under, but he's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At the $20,000 plan 3 rate, so he should be being charged $21.84 not 789 cents.
[CUSTOMER][NEUTRAL] Or is it grandfathered in once that's I guess that's my question.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I was wondering, uh, that's not gonna be a question I can answer, but I can definitely get the answer for you but it might be the date of uh when the policy was issued, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When, when he joined, ah, I forgot about that. Yes, I had another person like that not too long ago. It's been a while. OK, yeah, I, sure.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, let me put you on hold just for a moment and I will get that answer for you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ting.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII] over in billing. How are you?
[CUSTOMER][POSITIVE] Doing good. How are you?
[AGENT][NEUTRAL] I'm OK. I got a quick question for you. Could you look at a policy for me?
[CUSTOMER][NEUTRAL] Sure. Um, give me just a second to make a note and I'll be ready.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alright, what is that policy number?
[AGENT][NEUTRAL] 2145932.
[CUSTOMER][NEUTRAL] 2145932.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] 59
[AGENT][NEUTRAL] 2, yes ma'am, from Matt Combs.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Cos comes.
[AGENT][NEUTRAL] So they're calling about his rate, his um premium, and she was saying that he is um she's she was wondering if she he was being billed uh the wrong rate because of his age, but is this one of those policies that would be at the date of issue?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, we, mhm, yes, we respect his age, age of issues, so will remain at [PII], so it will be still under that [PII] age.
[AGENT][NEUTRAL] That that's what he would be charged?
[AGENT][NEUTRAL] OK, so his rate would stay the same unless he cancels it or whatever.
[CUSTOMER][NEUTRAL] Yes, and unless um it cancels the policy and it goes over, um, certain, uh, over 3 months after um we reinstate it.
[AGENT][POSITIVE] OK, awesome thank you so very much. I, um, just needed to make sure of that because I'm not 100% familiar with all the policies yet so I just wanted to make sure.
[CUSTOMER][NEUTRAL] Or let me, let me, let me just check really quick just to make sure it is um that age issue.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'll look at the group really quick.
[AGENT][NEUTRAL] Yeah, he was [PII] at the age of this year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'll look at the group really quick. Let's see just to make sure we have it correct.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think I got the wrong one.
[CUSTOMER][POSITIVE] OK, yes, we will be respecting that agent at issue.
[AGENT][POSITIVE] OK, awesome. Just one other question, how do I let go of you and get back to her without hanging up on her?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I will hang up.
[AGENT][POSITIVE] OK, I just let that happen. OK, thank you.
[CUSTOMER][POSITIVE] All right. You're welcome.
[AGENT][NEUTRAL] Hi, [PII]?
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hey, so I just got off the phone with customer service and they let me know that it is the age of issues, so we will not increase it unless for some reason he were to lapse after 3 months, you know, the possible policy got canceled, something like that, as long as it's being paid, he'll keep that rate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, perfect. That's, I, I, and you know I didn't, I forgot about that until I started talking to you and I was like, oh wait, it's grandfathered in, so, OK, yeah. Do you know, is that what is that just for that plan or is that what we see is that the only plan that's age rated? Um, yes, that looks like it, but never mind. So it's just that plan. Yeah, the other plans are all um based on whatever product you pick and who you add to it.
[AGENT][NEUTRAL] Yeah, sometimes it just jogs your memory. Yes, ma'am. Was there anything else I can help you with?
[AGENT][NEUTRAL] Um, that you guys have.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So the critical illness is all is the only one that's age with perfect. OK, thank you so much. I really appreciate your help.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yes, right, no problem. Well, thank you for calling ATL. I hope you have a great rest of your week.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks. Bye bye.