AccountId: 011433970860
ContactId: 5b096f2d-5b59-4c93-94b0-4416dca583b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507230 ms
Total Talk Time (AGENT): 180784 ms
Total Talk Time (CUSTOMER): 195174 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/5b096f2d-5b59-4c93-94b0-4416dca583b1_20250424T14:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. How are you?
[AGENT][POSITIVE] I'm good [PII], how are you?
[CUSTOMER][POSITIVE] I'm great. I have [PII] on the line and she is HR with um a company for policy number 02.
[CUSTOMER][NEUTRAL] 332-588 for [PII], which is part one, and she wants to get the birthday.
[CUSTOMER][NEGATIVE] Updated and some other things changed on this policy that we have incorrectly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have a callback number?
[AGENT][NEUTRAL] Alright, you can go ahead.
[CUSTOMER][NEUTRAL] It is [PII] and again her name is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And she is listed um on the group as the contact.
[CUSTOMER][NEUTRAL] I can't see the group information. I can only see what's in um lion.
[CUSTOMER][NEUTRAL] I don't see any notes.
[AGENT][NEUTRAL] OK, hold on just a second, let me pull up another screen.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Um, she just said [PII].
[AGENT][NEUTRAL] OK, alright, I'll get her to verify all the group information you can go ahead and transfer her over.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Hi, my name is [PII] in the customer service department. How are you doing today?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][POSITIVE] I'm good thank you um so I understand that you need to make some um corrections on a policy.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, first I just need to verify, uh, the group information before I make any changes. Um, can you verify the address for me?
[CUSTOMER][NEUTRAL] The group address? Oh sure, it's [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, and your phone number or the group phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I am showing that you are the group contact Ms. [PII], um, the last thing I need to verify is the group email account.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] All right, thank you so much for verifying that information for me, Ms. [PII]. Um, I have the policy in question for [PII].
[CUSTOMER][POSITIVE] Cost, yes, correct.
[AGENT][NEUTRAL] Um, what, OK, what, what information did you need to correct?
[CUSTOMER][NEUTRAL] The the age.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First you need to tell me what age you know what date of birth is entered in the carrier because when we were doing reconciliation we matched with our system and what APL is charging our system is charging different because the age is different.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Carrier is charging for age [PII], however, the employee's age is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so her current age is [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, so when.
[CUSTOMER][NEUTRAL] And after making corrections you need to tell me what what amount is going, you know, the car is going to deduct for age [PII].
[AGENT][NEUTRAL] OK, so this policy was actually issued two years ago in [PII], so the policy is being billed at the rate of 54 because um it is charged at the age of issue, not the current age.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It will charge on the date of issue, not the current age, right? This is what you're saying.
[AGENT][NEUTRAL] Right, yes, so she was [PII] at the time that we issued the policy, so that is the rate, um, so it is correct, um, her deduction or her premium is 11838.
[CUSTOMER][NEUTRAL] Yes, but as for [PII] it should be 148.75.
[CUSTOMER][NEUTRAL] Um, but I can see there's another employee, [PII].
[CUSTOMER][NEUTRAL] And [PII] shows [PII] in APL. However, his actual date is [PII].
[CUSTOMER][NEUTRAL] But the amount is what the system is deducting and carrier is deducting the same, so I believe the rate is same for [PII] age that is 91.06.
[AGENT][NEUTRAL] Yes, um, most of the time it's [PII] and up is the same rate. I can double check that. Hold on just a second for me.
[AGENT][NEUTRAL] Well, my computer is going a little slow this morning. Bear with me just a moment.
[CUSTOMER][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] OK, yes ma'am, so it is [PII] and above it's gonna be the same rate of 9106.
[CUSTOMER][NEUTRAL] And how about [PII] because there's another employee, [PII], who whose age in our system is [PII]. However, in, um, no, in our system it's [PII] and in your system is [PII].
[CUSTOMER][NEUTRAL] But the amounts are matching.
[AGENT][NEUTRAL] Yes, so there's only two age bands, so from [PII] and then from [PII] and up, that's the only two age bands.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Then how is this matching then?
[CUSTOMER][NEUTRAL] It's [PII] to [PII], so it falls under [PII] to [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And deduction should be 118.38. 0 yes, that's correct.
[CUSTOMER][NEUTRAL] Hm, I got it now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got it now so this cannot be changed for this year, right? It will stay on because when the policy was issued, the carrier calculates.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On that date, right? Not the date of birth of the employee.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, for this product it is at the time that it was issued, not for their actual age curren[PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh thank you thank you for the information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Was there anything else I could do for you today?
[CUSTOMER][POSITIVE] No, that's it for today. Have a nice day bye.
[AGENT][POSITIVE] Alright you too thank you so much for calling APO I hope you have a wonderful day.