AccountId: 011433970860
ContactId: 92f2fb43-ee09-4b2a-8212-0a0776de7ebf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410779 ms
Total Talk Time (AGENT): 174471 ms
Total Talk Time (CUSTOMER): 113271 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/92f2fb43-ee09-4b2a-8212-0a0776de7ebf_20250204T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[AGENT][POSITIVE] Doing good.
[CUSTOMER][POSITIVE] Glad to hear it. Um, I've got a member on the line, um, actually just got off with [PII], but they have more questions, um, so they, I'm speaking with, um, the insured's granddaughter, um, he is there and present.
[CUSTOMER][NEUTRAL] I said he had two policies with us, um, one had his spouse, she was removed, that one is accurate. The premium has been updated to individual. The other one has not, but I did speak with [PII] about it. So what they're saying now though is that they believe that the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Premium for the cancer policy should have gone down significantly lower than it did. They're saying that it's only gone down a few dollars, um, from the family to the individual, so they, they just want some further information I think um if you wouldn't mind helping them with that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, sure. Uh, what is the policy number?
[CUSTOMER][NEUTRAL] So, uh, there's two. I'll give you the cancer one. that one is 93977.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] 939977.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Is it for gay?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII], yeah, um, yes, and we are speaking with his granddaughter [PII], um, he is present. I was able to verify his information and get permission to speak with her.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright and give me just a second so I can pull up the for this policy.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] All right, I got it.
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] OK, are you ready to speak with them?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright thanks [PII] I appreciate it.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that you would like um a little bit of explanation about the premium on your grandfather's policy. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Alright, just a second. I'm gonna go through um the policy premiums and see what changed, right?
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] All right, I see that the policy here changed um from family coverage to individual at the end of the year. Um, it went from $64.90 to $61.30 for the individual coverage. Um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't see here.
[AGENT][NEUTRAL] Any other premium that uh that could have been applied, this is the, the right amount registered here, but I
[CUSTOMER][NEUTRAL] It just doesn't seem like much difference from individual to family.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, it, it is totally understandable. Um, all right, Ms. [PII], what I can do is take a callback number. I will get with someone else to look at these premiums because yes, a, a $3 difference, it's not much. Um, so there's something probably off here in case this is the rate, um, I'm so I apologize for that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But um I will be um trying to investigate further about the premiums. Um, does that sound good?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, that'll be fine. We also need to know though the process for canceling.
[AGENT][NEUTRAL] All right, for canceling, um, we can just go through the phone. Um, I will go ahead, I can go ahead and cancel it and um we cancel it as the today's date or current month that is paid, um, and we issue a letter notification that it has been canceled and that's pretty much it.
[CUSTOMER][NEUTRAL] OK, um, so there's no paperwork that we have to fill out for that?
[AGENT][NEUTRAL] No. Mm mm, no, there's no paperwork.
[CUSTOMER][NEUTRAL] OK. Uh
[CUSTOMER][NEUTRAL] I'd like to know if there has been an error with it um first and then we'll go from there.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that sounds good. All right. Um, what is a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, Ms. [PII], um, I will go ahead and make a research with another of my colleagues who worked on this change, um, and we will go from there and give you a call back as soon as we can. Um, I will try to call back as soon as today. If not, it will be tomorrow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds good. Thank you.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.