AccountId: 011433970860
ContactId: 8c620696-e0a8-440a-b148-80a17d9851f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172309 ms
Total Talk Time (AGENT): 52952 ms
Total Talk Time (CUSTOMER): 70677 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/8c620696-e0a8-440a-b148-80a17d9851f7_20250207T16:32_UTC.wav
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[AGENT][NEUTRAL] Uh thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Then all right, so this one is a busy um I have a group admin on the line and they apparently they just realized that one of their members has two policies that are identical um one has incorrect the incorrect social, um, but they've been charged for this other policy um it both of them say that it's been effective since [PII].
[CUSTOMER][NEUTRAL] Um, so I can, I'm not sure if this would be through y'all or for customer service.
[AGENT][NEUTRAL] Um, well, we first need the correct social.
[CUSTOMER][NEUTRAL] I do have the correct social. One of the policies is completely correct. Um, the other one again, same effective date and everything, it just has the wrong social, but I do have the right one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What, what's the policy number?
[CUSTOMER][NEUTRAL] Um, so the correct the one that has the correct information is 230.
[CUSTOMER][NEUTRAL] 3889.
[AGENT][NEUTRAL] What's the other one?
[CUSTOMER][NEUTRAL] The incorrect one is 2,260,170.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Alright, 2303889 is the correct one.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] What they're gonna, we're gonna need, uh, I don't know if we can, well, I don't, because it's got two different addresses too.
[CUSTOMER][NEGATIVE] I know this one's a mess.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] So the address that we have on [PII] is the correct one?
[CUSTOMER][POSITIVE] Yes, I believe so.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] We'll have to, I'll get the 2,260,170 laps and get that premium refunded back to the group.
[CUSTOMER][POSITIVE] OK, OK, alright thank you I appreciate it I'll I'll let her know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Alright, bye bye.