AccountId: 011433970860
ContactId: 36056eb1-7190-4170-a7f1-3b177bfcf4f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233380 ms
Total Talk Time (AGENT): 71555 ms
Total Talk Time (CUSTOMER): 152934 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/36056eb1-7190-4170-a7f1-3b177bfcf4f4_20250128T22:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone.
[CUSTOMER][NEUTRAL] Her policy number is 673-246.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And she is calling because her premium dropped. I did see notes that memory put in there that the rider dropped after her [PII] birthday.
[AGENT][NEUTRAL] Memory put that in there?
[CUSTOMER][NEUTRAL] Um, mhm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, it says.
[CUSTOMER][NEUTRAL] On well shoot now I gotta go find it again.
[AGENT][NEUTRAL] OK, I think it's fine.
[CUSTOMER][NEGATIVE] It says um premium is not right. It says premium is not right. ICCCR2R writer is still pulling in in PIBFT this writer dropped on the policy anniversary after the [PII] birthday refund is due and then.
[AGENT][NEUTRAL] She, she doesn't usually do that. That's.
[CUSTOMER][NEUTRAL] Said looking and then [PII] sent a hub request regarding premium change. So anyway, she's calling she wants to know why her premium changed, why it's less than what it had been, but she's showing couple coverage on Pyat and she's showing individual coverage on PIBFT.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's on the other line who wants to know.
[CUSTOMER][NEUTRAL] Why her premium is different than what it has been.
[AGENT][NEUTRAL] Alright, I will tell her.
[CUSTOMER][POSITIVE] OK and the number she's calling from is a good number.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] OK thanks [PII] all right bye bye.
[AGENT][NEUTRAL] Um, good afternoon, this is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Hi, I'm fine.
[AGENT][NEUTRAL] Um, [PII] was stating that you were calling to see why your premium has changed.
[CUSTOMER][NEUTRAL] Yes, I was wondering.
[AGENT][NEUTRAL] OK. Uh, it looks like, um,
[AGENT][NEUTRAL] The intensive care.
[AGENT][NEGATIVE] Uh, rider was supposed to come off when you turn the anniversary date after you turned [PII], and they've done that and they're, they're supposed to be fixing a refund for you on the premium for that.
[CUSTOMER][NEUTRAL] After I turned [PII], or was it [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I saw something on there that was, I wondered about and that's the only place I could find it but I thought it was [PII], but.
[CUSTOMER][NEUTRAL] Uh, and that's just, just on what now?
[AGENT][NEUTRAL] On the intensive care part.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] If if intensive care had to be used, in other words, they wouldn't pay.
[AGENT][NEUTRAL] Yes, ma'am. Right.
[CUSTOMER][NEUTRAL] OK, is that the only thing do you know that.
[CUSTOMER][NEUTRAL] Doesn't change when I get old.
[AGENT][NEUTRAL] Yes ma'am, that's the only thing.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Unless you have an accident policy, but I don't, let's, let's see.
[CUSTOMER][NEUTRAL] OK, no, I've.
[CUSTOMER][NEGATIVE] No, it's just a cancer. Yeah, and, and my husband, my husband always took care of everything, and he passed away in [PII] and I'm still struggling, trying to read those books. And I've got the original policy from [PII]. So you can imagine what I've been trying to read.
[AGENT][NEUTRAL] Just cancer, so yeah, that would be the only thing.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right, I can imagine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But anyway, I appreciate you. Will they send it by email? It's easier for me to read than someone calling me, so do you know how they'll notify me of why it was changed and all?
[AGENT][NEUTRAL] Uh, they'll do it in writing and they'll have a refund check with the, the letter.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] All right. Thank you, [PII]. [PII] was a lot of help too, so I never know which number and which button to push, so thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. All right. Well, thank you for calling [PII]. You have a wonderful evening.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mm thank you.