AccountId: 011433970860
ContactId: 6e083452-0146-458a-a092-03a191bf1f23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260220 ms
Total Talk Time (AGENT): 119523 ms
Total Talk Time (CUSTOMER): 142910 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/6e083452-0146-458a-a092-03a191bf1f23_20250523T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hello, I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a question. I have a group in the line and she's calling because she believed the invoice is wrong. I know that that's, that's group billing, OK, but the question she has about a member and this I think is customer service. I'm just, OK, let me get this straight. OK. So, um, she thought that uh the premium will increase or will be different based on the age.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of the member so she believes that we're charging too little for this member, and she said that she has noticed this for several of the members on the group so I don't know if um this is something customer service handle or group billing handles.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I can definitely help with that.
[CUSTOMER][POSITIVE] OK, good
[CUSTOMER][NEUTRAL] Alright, uh, the, the policy number I'm looking.
[AGENT][NEUTRAL] Yes, anything related to the premium and age, it is us.
[CUSTOMER][NEUTRAL] Uh-huh. Yeah, that's what I thought. I'm like, I know that I go to group billing just for payments and stuff, but I'm like, mm, I think based on what she's telling me about the, you know, premium, and I'm like, uh, it has to be customer service.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. All right. So the policy number is 2161365.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And it's for [PII].
[CUSTOMER][NEUTRAL] [PII], mhm, yes. [PII]. Mhm.
[AGENT][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] OK, I see. I got it. All right, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK. All right. And she said she has a few more. OK, so she can give you the names on those. I just got this one. OK, here she comes. Have a good day. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] You're welcome. Oh, do you need the callback number? Let me give you the callback number because it's different. It's uh [PII]. Do you need the group number as well, or no?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, no, I, I can see the group number. What is the name of the person calling?
[CUSTOMER][NEUTRAL] You haven't, you can get.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK. So, you ready? OK, here she comes. Have a good day, Miss [PII].
[AGENT][NEUTRAL] All right, I have it.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome. Thank you for holding, Ms. [PII]. I got Ms. [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome have a good day.
[CUSTOMER][NEUTRAL] It used to be.
[AGENT][POSITIVE] Hello, good morning, Ms. [PII]. This is hello, I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Hi, how are you?
[CUSTOMER][NEUTRAL] Good, how are you? I wanted to ask about uh a pricing uh situation with our one of our employees.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm, yes, I'm actually, yes, I do have the information. So as from what I see here in the policy, um, the insured was so APL.
[CUSTOMER][NEUTRAL] Did she give you the information already?
[AGENT][POSITIVE] It honors the initial age at issue. So if the insured applied and obtained the um policy with us before being [PII], we, we still honor that age.
[AGENT][NEUTRAL] So we have her registered age at issue [PII]. So even though if she turns [PII], um, as long as she doesn't lapse that coverage, we will still keep that age. That's why her premium doesn't go up. Um, we don't have here. Mhm, so I don't see here that it is an attained age um product. That's why the we still honor that age.
[CUSTOMER][POSITIVE] Oh great that
[AGENT][NEUTRAL] If the product was in a teenage, then yes, it would change once every insured turned [PII], um, but that is what I see here.
[CUSTOMER][POSITIVE] Perfect, perfect.
[CUSTOMER][POSITIVE] Perfect thank you so much I really appreciate your time.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.