AccountId: 011433970860
ContactId: 2edffc9d-e409-4485-acce-81a8757a3116
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124099 ms
Total Talk Time (AGENT): 38802 ms
Total Talk Time (CUSTOMER): 68798 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/2edffc9d-e409-4485-acce-81a8757a3116_20250404T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and um on the care team and I've got a member who has questions about their invoice and um when it when it what the dollar amount is and making sure that it includes for her spouse.
[AGENT][NEUTRAL] Is this for their individual policy?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, they, they're covered, but her and her spouse are covered, but she had a question on, I can't for I don't know where to look for the invoice, so, um, I see the dollar amount and pie that and lion, um, but, uh, she wants to make sure, does that include her spouse and then um.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Anyway.
[CUSTOMER][NEUTRAL] Policy number is 255.
[CUSTOMER][NEUTRAL] 8046.
[CUSTOMER][NEUTRAL] I'm talking to [PII].
[AGENT][NEUTRAL] Yes, policy is couple coverage.
[CUSTOMER][NEUTRAL] OK, so the 129 42 does include for her and herself is that frequency is that quarterly?
[AGENT][NEUTRAL] Uh, pay for. Yes.
[CUSTOMER][NEUTRAL] OK, so it's 129 42 every quarter and then does she receive a premium notice in the mail?
[AGENT][NEUTRAL] Um, yeah, but it won't, she won't receive that until sometime in August.
[CUSTOMER][NEUTRAL] OK, OK, it'll be in August. OK, and we'll, we'll send them quarterly month before they're due.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, perfect. I think those are all her questions, so I'm just gonna go ahead and let her know that information, OK?
[AGENT][NEUTRAL] OK, and if she's got any like as far as like coverage questions or um really anything on this particular policy it'll go to customer service because this is considered a um individual pay.
[AGENT][POSITIVE] This one didn't on a group, no problem.
[CUSTOMER][POSITIVE] OK, OK, well thank you so much.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.