AccountId: 011433970860
ContactId: 9b6129b8-9851-4157-abc2-265b187f50bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90620 ms
Total Talk Time (AGENT): 28968 ms
Total Talk Time (CUSTOMER): 57540 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/9b6129b8-9851-4157-abc2-265b187f50bd_20250421T16:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, Miss [PII]. This is [PII] in the care team. I've got an insured on the phone. Her name is [PII]. Her policy number is 25,079,990.
[CUSTOMER][NEUTRAL] And you may be able to answer and I can get back with her but she is calling, she's, uh, had surgery and she's out of work right now and she has, she's not able to have her premiums payroll deducted because she's at home and not working, does this policy allow for the premium to be paid through the claim if the claim is um approved?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] No ma'am, not with this one.
[AGENT][NEUTRAL] I think that's only the disability.
[CUSTOMER][NEUTRAL] OK, and what would she?
[CUSTOMER][NEUTRAL] Disability, OK, and what would she do? What does she just send in her payment?
[CUSTOMER][NEUTRAL] I mean because she's still on group.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Maybe she should get with the group and she would probably need to get the payment to the group, uh, I mean that's that's a billing question and I don't know billing so but that's that's what I'm thinking I'm thinking that she would probably get with her group to see how they, you know, she can get the premium to them so they can get it to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, I'm sorry I'm sorry, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that does make sense. I appreciate you, Ms. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Alright bye bye.