AccountId: 011433970860
ContactId: 953cf349-d27b-42ab-ae46-e33e295f51fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272260 ms
Total Talk Time (AGENT): 69044 ms
Total Talk Time (CUSTOMER): 101865 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/953cf349-d27b-42ab-ae46-e33e295f51fc_20250424T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is [PII] here so I have my group with APL um named as PHR.
[CUSTOMER][NEUTRAL] And I have a query regarding it that there is one of the employees actually this group had a renewal recently and the rates are not changed, but there is one of the employee as these plans are age banded, the amount which car is calculating is incorrect as the date of birth is entered incorrect, so I want you to change it.
[AGENT][NEUTRAL] OK. Do you have a policy number?
[CUSTOMER][NEUTRAL] I, where can I see the policy number here in the carrier?
[AGENT][NEUTRAL] I can do a name search.
[CUSTOMER][NEUTRAL] OK employee name search?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As per APL, I think it's APL is calculating 54.
[CUSTOMER][NEUTRAL] Let me tell you her correct date of birth, wait.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, her date of birth is [PII].
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yep, sure.
[CUSTOMER][NEUTRAL] Callback number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the extension is [PII].
[AGENT][POSITIVE] Thank you and I'll get you over to customer service so they can get this information updated for you.
[CUSTOMER][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in claims. How are you?
[CUSTOMER][POSITIVE] Hi good [PII], how are you?
[AGENT][POSITIVE] I'm great. I have [PII] on the line and she is HR with um a company for policy number 02.
[AGENT][NEUTRAL] 332-588 for [PII], which is part one. And she wants to get the birth date updated and some other things changed on this policy that we have incorrectly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have a callback number?
[CUSTOMER][NEUTRAL] All right, you can go ahead.
[AGENT][NEUTRAL] It is [PII]. And again, her name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she is listed um on the group as the contact.
[AGENT][NEUTRAL] I can't see the group information. I can only see what's in um lion.
[AGENT][NEUTRAL] I don't see any notes.
[CUSTOMER][NEUTRAL] OK, hold on just a second, let me pull up another screen.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Um, she just said [PII].
[CUSTOMER][NEUTRAL] OK, alright, I'll get her to verify all the group information you can go ahead and transfer her over.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you