AccountId: 011433970860
ContactId: 373088d1-a761-4dc5-beed-870e7978364e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134839 ms
Total Talk Time (AGENT): 36202 ms
Total Talk Time (CUSTOMER): 76559 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/373088d1-a761-4dc5-beed-870e7978364e_20250327T19:24_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], this is [PII] in the care team, and I've got a member on the line who received a letter about porting your coverage. I have verified her information and she'd like to ask about the premiums for that.
[AGENT][NEUTRAL] We get a lot of calls for that.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, policy number is 02535719.
[AGENT][NEUTRAL] I just talked to her.
[CUSTOMER][NEUTRAL] Oh, you did?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because she said she was asking about the.
[AGENT][NEUTRAL] I'll talk to her.
[AGENT][POSITIVE] Yeah, I gave her the premium and everything and um.
[AGENT][NEUTRAL] But I'll, I'll talk to her again.
[CUSTOMER][POSITIVE] OK, OK, well I'm gonna, I'm gonna put her on the line. Here you go. Thank you.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, good afternoon. This is [PII] in customer services. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just trying to get the premium amount for my draft for a cancer policy that I had on the group insurance.
[CUSTOMER][NEUTRAL] And the uh employer is not carrying the policy anymore but I need to know how much my monthly premium will be for an employee and spouse.
[AGENT][NEUTRAL] Uh, it's 39.50 per month.
[CUSTOMER][NEUTRAL] For each person? That's not for both of us though, right?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's what I'm asking what it was for both of us.
[AGENT][NEUTRAL] Right, that's for both of you.
[CUSTOMER][NEUTRAL] 3950 a month for both of us?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Oh, that doesn't sound right to me, OK.
[AGENT][NEUTRAL] That's how much you've been paying um since last year.
[CUSTOMER][NEUTRAL] All right, so I will um.
[CUSTOMER][NEUTRAL] I have to go look at
[CUSTOMER][NEUTRAL] Right, but just for me, but what about my husband? Isn't he on that same policy that you see?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK, alright, OK, well I'll submit that I just I thought it was that rate was for just for me.
[AGENT][NEUTRAL] No, ma'am. It, it's for a couple.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, well thank you so much for your help.
[AGENT][POSITIVE] All right. Thank you, Ms. [PII]. You have a good day. Goodbye. Thank you.
[CUSTOMER][POSITIVE] Alrighty bye bye.