AccountId: 011433970860
ContactId: 80ab6994-d7ec-4897-90e9-822eb9b4cb2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121959 ms
Total Talk Time (AGENT): 62819 ms
Total Talk Time (CUSTOMER): 62761 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/80ab6994-d7ec-4897-90e9-822eb9b4cb2b_20250224T17:02_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], this is [PII] in the claims department. How are you?
[AGENT][POSITIVE] Hi [PII], I'm doing well. How are you?
[CUSTOMER][POSITIVE] Doing good thank you.
[CUSTOMER][NEUTRAL] Um, I have a question that came through the hub from a group. Um, looks like the group admin was asking about this policy. The, uh, insured is requesting that we deduct premiums from any future claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, proceeds, do we set that up? Can you tell me how that would be done?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me see. Can you give me the policy number and let me look at it?
[CUSTOMER][NEUTRAL] Certainly. 228-386-7.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As for [PII].
[AGENT][NEUTRAL] OK, let me see, and so they are requesting that any premium that's due to take it from their claim.
[CUSTOMER][NEUTRAL] Yes, that's what the email states. Yes, apparently they called in and the care team told them that they could do that, um, according to the email that was sent in by the um the group um and so they're asking us if we can set that up.
[AGENT][NEUTRAL] Am I understanding that right? OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Yeah, so you have the hub request and it was assigned it was assigned to claims.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, if you will, you should be able to reassign that to customer service and I think that's something that they can take care of um it it's not something that I'm familiar with really in billing, but I'm, I think customer service can take care of that if I'm not mistaken, um, so I would reassign it to them and ask if they can check into that for you, um, but that should be something that we can do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great I will go ahead and do that and I appreciate your time and sorry to bother you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] No, you're fine. No problem at all, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much [PII]. I hope you have a great day and I'll do that and I hope. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you. You too. Uh bye.
[CUSTOMER][NEUTRAL] Bye bye.