AccountId: 011433970860
ContactId: 2b808721-0381-46ed-83c7-43bda9ee14e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265730 ms
Total Talk Time (AGENT): 86932 ms
Total Talk Time (CUSTOMER): 94350 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/2b808721-0381-46ed-83c7-43bda9ee14e3_20250227T22:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, can I speak to someone in the billing department?
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm with Golf Machine Shop. Our group number is 983 7.
[AGENT][NEUTRAL] OK, give me one moment, Ms. [PII].
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, area code [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], uh, verify the group mailing address for me, please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. And what is this in regards to?
[CUSTOMER][NEUTRAL] Uh, we have an employee that I have sent.
[CUSTOMER][NEUTRAL] Um, to policy on a service or maybe new billing, I'm not sure, um, I'd have to go back and look at my emails that y'all still have her children.
[CUSTOMER][NEUTRAL] Excuse me, y'all still have her children, uh, insured and they are of age.
[AGENT][NEUTRAL] OK, um, do you happen to have that, um, policy number, Ms. [PII], or the insured's name?
[CUSTOMER][NEUTRAL] 750499 [PII]
[AGENT][NEUTRAL] CC [PII]. OK, give me one moment.
[AGENT][NEUTRAL] Uh, looks like they have lapsed off the policy.
[CUSTOMER][NEUTRAL] Well, my, um, when did they lapse because they're still on my invoice.
[AGENT][NEGATIVE] No detracted.
[AGENT][NEUTRAL] And drop to like [PII], I say one.
[AGENT][NEUTRAL] But um,
[AGENT][NEUTRAL] And it's showing that both are still on there?
[CUSTOMER][NEGATIVE] Well, I don't know about both. The premium is $37.72 and she shouldn't have either. I, she has two children, neither should be on there. It should just be herself and um, the premium should be I guess around $22.94.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, she been since [PII]. Um, hold on one quick moment for me and see if I can get a rep for you, OK, Ms. [PII]?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bringing.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, um, I have Ms. [PII] calling from a group about this insured. She is saying that her dependents should have been taken off, which I do show that they have been, but she said it's still showing the same premium amount for this insured.
[CUSTOMER][NEUTRAL] Is she calling with the group?
[AGENT][NEUTRAL] Yes, she is the group admin.
[CUSTOMER][NEUTRAL] OK, what's the good number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, you can go ahead and send her over.
[AGENT][NEUTRAL] OK, and do you want that policy number she's inquiring about?
[CUSTOMER][NEUTRAL] Uh yes. Uh, what's the post?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 750-499.
[CUSTOMER][NEUTRAL] Alright and you said you have [PII] on the line, right?
[AGENT][NEUTRAL] Yes, ma'am, and I did verify the information.
[CUSTOMER][POSITIVE] OK good um yeah you can send her over.
[AGENT][POSITIVE] All right, thank you so much. Have a great one.
[CUSTOMER][NEUTRAL] You too.