AccountId: 011433970860
ContactId: 4103a521-f576-4931-8e38-ea60829e7265
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299820 ms
Total Talk Time (AGENT): 119281 ms
Total Talk Time (CUSTOMER): 70530 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/4103a521-f576-4931-8e38-ea60829e7265_20250203T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Can you look at um this policy with me?
[AGENT][NEUTRAL] Of course, give me just one second. I'm making a note.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] It is 2329682.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, for [PII].
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] So she, um her policy was reinstated um because it was supposed to be on a waiver. She wants to know when it's waived to.
[CUSTOMER][NEUTRAL] I don't know how to look for that, but can you add that to the notes?
[CUSTOMER][NEUTRAL] For me, so we can.
[CUSTOMER][NEUTRAL] In case they call again, I'm gonna tell her now, but in case they call and I'll put it in the notes, but.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just so they know it. It sounds like it's every 3 months from how she's explaining it to me, but I wasn't sure.
[AGENT][NEUTRAL] Yeah, I do not know, um, billing does the waivers. Hold on just a second.
[AGENT][NEUTRAL] Let me see if I can figure that out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Wait 1 sorry, I'm thinking out loud 89.
[AGENT][NEUTRAL] No, you're fine. I do that too.
[AGENT][NEUTRAL] OK, so we need to know.
[CUSTOMER][NEUTRAL] When it's how, when it's waived until.
[AGENT][NEUTRAL] When the, when the waiver is.
[AGENT][NEUTRAL] [PII], right? OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, let me see.
[AGENT][POSITIVE] All right, I just shot a message to [PII] real quick. Hopefully she can help me out.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Policy should be on waiver.
[AGENT][NEUTRAL] OK, she read it.
[AGENT][NEUTRAL] Uh this is the policy that you sent in the help chat.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And nobody answered you. OK. Sorry about that.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] I was just now seeing that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] sites there.
[AGENT][NEUTRAL] Come on, come on, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sorry if you hear me slurping. My drink is empty.
[CUSTOMER][NEUTRAL] Oh, no, you're fine. I'm trying to look at these notes helping [PII].
[AGENT][NEUTRAL] I think billing does that. Usually when I have to reactivate and stuff for the waiver, it's usually billing that I'm doing it for, so.
[CUSTOMER][NEUTRAL] 00, it's a billing thing, OK.
[AGENT][NEUTRAL] Yeah, I think it's filling.
[CUSTOMER][NEUTRAL] I just saw [PII] and I thought customer service, sorry. I can call billing though.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well, I've got her, she read it, but I don't know if she's, she may be looking into it.
[AGENT][NEUTRAL] But yeah [PII] so [PII]'s over customer service and billing now so yeah so it could be either one when you see her name now.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, she's not, she hasn't said anything yet.
[AGENT][NEUTRAL] Yeah, I guess just calling over to billing. I'm sorry I can't help you. She's, she saw it but she hadn't answered me yet so she's probably researching but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no, it's no problem. Thank you.
[AGENT][POSITIVE] OK. No problem. You're welcome. Bye.
[CUSTOMER][NEUTRAL] All right. Bye-bye.