AccountId: 011433970860
ContactId: 92b26787-a5a9-444e-891e-c839e3ad0d4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124379 ms
Total Talk Time (AGENT): 83932 ms
Total Talk Time (CUSTOMER): 58968 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/92b26787-a5a9-444e-891e-c839e3ad0d4b_20250124T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's me, [PII], your favorite person in the whole wide world. I'm just kidding. I'm good. I have a question for you. I have, uh, [PII] on the line. Uh, let me give you his policy number.
[AGENT][NEUTRAL] Hey [PII] how are you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 231-069-3.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was able to help him with this one question, but he has a question that he's being his premiums are being waived right now. I called [PII] they have no idea why and he wants to know what.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, is this disability. Let me, let me look at it. Oh [PII], I got a headache. Let's see, me, give me one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Girl, I, girl.
[CUSTOMER][POSITIVE] No problem, take your time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I don't know why and it's been way till [PII], so.
[AGENT][NEUTRAL] Right, cause it's a disability policy and his, his policy has that which is in the policy certificate and he qualified for it for the disability, so that's why, and it's only gonna be waived up until the point that you just said.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Until [PII], OK, because he said the premium were coming out of his payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And now he's getting the full 4000, so he was confused.
[AGENT][NEUTRAL] Because he's now eligible for premium waiver and that information, I, uh, that's all uh you know I would have to pull the policy certificate and just read basically what it says he just qualifies for it. It's, it's, uh, a benefit of his policy and he has qualified for it until this disability ends.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, alright, sounds good. I'll just, I'll.
[AGENT][NEUTRAL] Yeah, well, until February, looked like Bitsy put it on here for [PII], he qualified for it up until [PII], exactly. Mhm. Yeah. All right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, yeah, and he's been updated until [PII] now, so I.
[AGENT][NEUTRAL] OK, so he'll have to submit if it if the doctor changes return to work date, which is if it's been extended to [PII], the doctor has to fill out the paperwork again and put [PII] on there as the new return to work date and then they'll reevaluate everything again, the waiver and everything, OK?
[CUSTOMER][POSITIVE] OK, OK, perfect, I appreciate it thank you love uh you too uh huh bye bye.
[AGENT][POSITIVE] Alright, OK, you're welcome, [PII]. Have a good one. bye bye.