AccountId: 011433970860
ContactId: 60a03707-827c-41de-854b-03d485abda66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246440 ms
Total Talk Time (AGENT): 59369 ms
Total Talk Time (CUSTOMER): 152292 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/60a03707-827c-41de-854b-03d485abda66_20250507T17:52_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 Breer Resources. Um, I have a policy number. Can I give this to you?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm trying I've got a broker on the other line. It's 254-961-6.
[CUSTOMER][NEUTRAL] And from [PII], it's a disability policy and he is wanting to know, he thinks that the premium amount is incorrect, and he's saying that it we're billing him for $52 that he thinks it should be higher based on his salary. I don't know if he's had a salary increase, so I was trying to determine like what was on his application at the time that he signed up if he had a different salary amount than what he's saying.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can look that up. Let's see.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think I just figured out how to get to the application. Oh goodness, I didn't know I can't do this. OK, I put salary 21.
[AGENT][NEUTRAL] I'm still spinning.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK. Accident.
[CUSTOMER][NEUTRAL] So it's $21 an hour times 40 hours.
[AGENT][NEUTRAL] He applied for 4000.
[AGENT][NEGATIVE] Well, no, I can't. It's hard to read. Um.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] And it has $52 on there.
[CUSTOMER][NEUTRAL] It looks like I pulled up.
[CUSTOMER][NEUTRAL] Uh-huh, where are you seeing that? Is that on the application?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I'm showing, I'm showing here.
[AGENT][NEUTRAL] What does it say?
[AGENT][NEUTRAL] Salary anywhere.
[CUSTOMER][NEUTRAL] Because on here it says out full time. It's on the app right below where you have the name of everybody on the application I guess that's what this, I think that's what I'm looking at [PII] has everybody on here. Maybe this isn't.
[CUSTOMER][NEUTRAL] This might not be the disability one.
[AGENT][NEUTRAL] Yeah it's a separate app uh just pass that.
[CUSTOMER][NEUTRAL] OK, OK, OK, so you're showing, oh it's past that. Let me go down.
[AGENT][NEUTRAL] Yeah, it's on page.
[CUSTOMER][NEUTRAL] Yeah, I'm not familiar with looking at these.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hospital indemnity, life, cancer. OK. I see now how this works. OK. Heart disease, all that. Let me keep going.
[AGENT][NEUTRAL] I'm not
[AGENT][NEUTRAL] Yes, um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] The agent didn't sign it.
[CUSTOMER][NEUTRAL] Here we go, application.
[CUSTOMER][NEUTRAL] OK, da da da da. Oh, it's zeroed out. There's, I mean, like there's no salary listed, so I wonder how we set the premiums. Option 1 4000 or I bet that's just to say, I bet that's not for I don't maybe it's hard to tell if that's the 4 that's a comma.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I, I think it's, I think it's 2.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, maybe $52. OK, he needs to send in the correct salary information if that's wrong, but then they can't change it either until.
[AGENT][NEUTRAL] Open enrollment.
[CUSTOMER][NEUTRAL] Well, are they in renewal hold?
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Yeah, cause it looks like the group 21 of 25.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, says renewal complete.
[CUSTOMER][NEUTRAL] OK, so it's been completed, so they.
[AGENT][NEUTRAL] Oh, but, um,
[AGENT][NEUTRAL] Yeah, their open enrollment was back in December, so I don't think he can change it till December of this year, can he?
[CUSTOMER][NEUTRAL] Yeah, during open enrollment, yeah, I think it would have to be changed during open enrollment because they can't make changes during outside of OE, right, on disability they still can't make changes, OK, unless there's a qualifying event or something. OK, well, actually you wouldn't on that anyways, that would be if they needed to enroll. OK, thank you, that helps me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much. Have a good day.
[AGENT][POSITIVE] You too. Thank you, [PII]. Bye.
[CUSTOMER][NEUTRAL] Mhm bye.