AccountId: 011433970860
ContactId: 52822c65-dce7-4eb2-8bae-0a01099ce268
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103639 ms
Total Talk Time (AGENT): 32570 ms
Total Talk Time (CUSTOMER): 81347 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/52822c65-dce7-4eb2-8bae-0a01099ce268_20250115T21:43_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] Hey [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, I'm doing good, thank you. Um, so I've got a question. Um, can you look at policy 2441106?
[CUSTOMER][NEUTRAL] I've got the group on the line about this policy and the rate um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I did confirm the date of birth. Um, what we have is correct, which is let me get back to it, it is [PII] and so the PIDAT screen shows that age at issue was [PII], but that actually would have made his age at issue [PII], um, and so that would, would show like a rate difference and so I just wanted somebody to check um I don't know make I guess make sure that I was looking at it right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, uh, the agent issue was from [PII].
[CUSTOMER][NEUTRAL] Yeah, at [PII]. OK, not [PII] uh I think I was thinking that said 2024. OK, so that is right. OK, [PII], OK, OK, sorry, I was thinking for some reason that that said [PII]. I guess I was looking at the wrong spot. It's all 2024 but.
[AGENT][NEUTRAL] So maybe.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] Yeah, so he would have been [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for clearing that up for me.
[AGENT][NEUTRAL] Why is it
[AGENT][NEUTRAL] Is it supposed to be billed for December of last year? Oh, a difference in premium. They must have upgraded. OK, that might be where you got the [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know, yeah, yeah, um.
[CUSTOMER][POSITIVE] I think that's where I saw that, yeah, it's hard to to miss that one number there on the end, but thank you for looking at that with me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] All right thanks bye.
[AGENT][NEUTRAL] Mm goodbye.