AccountId: 011433970860
ContactId: a42a6e1d-9bff-4bdc-b282-d743071e02a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210089 ms
Total Talk Time (AGENT): 84263 ms
Total Talk Time (CUSTOMER): 58563 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/a42a6e1d-9bff-4bdc-b282-d743071e02a6_20250204T17:02_UTC.wav
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[AGENT][POSITIVE] Good morning. 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 are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right, thank you. Um, I've got a member on the line who has two policies with us, uh, recently removed a spouse. They wanted to make sure that their premiums were accurate, um, as far as individual versus family. So the cancer policy does look accurate to me. Um, the other one is in, uh, intensive care, and it does still say coverage type F that is family, right?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right. Mhm.
[CUSTOMER][NEUTRAL] OK, I don't even see her listed on there to begin with though, so does that need to be updated?
[AGENT][NEUTRAL] Yeah, probably. What's that policy number?
[CUSTOMER][NEUTRAL] This one is 62693.
[AGENT][NEUTRAL] 16. Let me get another screen up here.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII], um.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let's see what I did on the other one.
[AGENT][NEUTRAL] Change benefits of the update and.
[AGENT][NEGATIVE] Trying to figure out right I'm pended for lunch, trying to understand.
[AGENT][NEUTRAL] A policy for claims through OK pending policy for research on rates working.
[AGENT][NEUTRAL] Death certificate she the the one that uh did this probably didn't realize that they had two policies because when we get emails and requests and everything they just put one policy number in there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] But yeah, she just send a help request and they'll they'll get that taken care of real quick.
[CUSTOMER][NEUTRAL] OK, is there any way you can tell me um what that premium would be individually so I can kinda let them know?
[AGENT][POSITIVE] Absolutely, let's see.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Go right past the benefit screen. Go ahead.
[AGENT][NEUTRAL] 650.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] See other screen here.
[AGENT][NEUTRAL] Right, uh,
[AGENT][NEUTRAL] ACC 3.
[AGENT][NEUTRAL] What that issue is that [PII]?
[AGENT][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] And it's just on like draft.
[AGENT][NEUTRAL] H.
[AGENT][NEUTRAL] 450.
[AGENT][NEUTRAL] It'll be $9.
[CUSTOMER][NEGATIVE] Not even OK right thank you and so I just need to submit a hub request to customer service just to have this the coverage type edited.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][POSITIVE] OK got it alright well I appreciate your help thank you.
[AGENT][POSITIVE] All right thank you [PII] have a good day.
[CUSTOMER][NEUTRAL] Alright. Bye. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.