AccountId: 011433970860
ContactId: 557f870b-c78c-449f-9bc1-79c998755520
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272540 ms
Total Talk Time (AGENT): 138020 ms
Total Talk Time (CUSTOMER): 87212 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/557f870b-c78c-449f-9bc1-79c998755520_20250206T21:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to speak to [PII].
[CUSTOMER][NEGATIVE] I tried to dial the extension number but it wouldn't go through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, may I ask who's calling, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] [PII]. OK, Ms. [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] 00711984
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also for security reasons, can you please give me your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] And I guess I don't know if you have an email it's uh it's [PII].
[AGENT][NEUTRAL] OK, thank you and then the phone number that you gave me to call just in case we're disconnected, is that your cell phone number, ma'am?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, thank you. I appreciate you verifying your policy for me. Does Ms. [PII] know that you're, um, she, is she expecting your return call?
[CUSTOMER][NEUTRAL] No, I just received the letter in the mail and it just had her name on here. It was a letter from her.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] About a polished up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look in the notes and see.
[AGENT][NEUTRAL] OK, and what did the letter state?
[CUSTOMER][NEUTRAL] It's just where where I got a refund about an overpayment or something on the premium.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, you received a refund on the premium for an over aged child that was on the policy.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEGATIVE] Oh, was it for my daughter or my son or what? I don't, I don't even.
[AGENT][NEUTRAL] In the amount
[AGENT][NEUTRAL] It was
[AGENT][NEUTRAL] Yes, ma'am. Um, it was for Shiteria.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the
[CUSTOMER][NEUTRAL] OK, so is she no longer covered or?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, the child, she aged out. She reached the maximum age of [PII]. So what they did is they just refunded you that $31 and it was some change. Let me look and see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] They refunded you the difference in.
[CUSTOMER][NEUTRAL] That's the only that's the, OK, that's OK, so they we you shouldn't be the the the amount um.
[CUSTOMER][NEUTRAL] Payroll anymore, right?
[AGENT][NEUTRAL] Not for her, no, um, they refunded you $31.20 because she reached the age of [PII] and that was the difference in premium for her being on the policy, uh.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so she's no longer on the policy, so now your policy is couple coverage.
[AGENT][NEUTRAL] So that was the difference between couple. Mhm.
[CUSTOMER][NEUTRAL] OK, the policy who?
[CUSTOMER][NEUTRAL] For me and my husband or what?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. OK. Did it, did it go down to like 1940 because my, my office had called and said something about.
[AGENT][NEUTRAL] Yes, your premium is now $19.40.
[CUSTOMER][NEUTRAL] Versus it was 2980 at first.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Let me look and see what it used to be.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yes, it used to be $29.80.
[CUSTOMER][POSITIVE] OK, OK. That's what I needed. OK, that's what I needed.
[AGENT][NEUTRAL] OK. OK, Ms. [PII]. All right. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, thank you.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right. Well, you have a blessed day, Ms. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Uh huh you're welcome bye bye.
[AGENT][NEUTRAL] Bye bye.