AccountId: 011433970860
ContactId: a5a802a1-afad-42ed-8f3b-712ec81f84ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233410 ms
Total Talk Time (AGENT): 135035 ms
Total Talk Time (CUSTOMER): 68817 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/a5a802a1-afad-42ed-8f3b-712ec81f84ec_20250512T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] on the care team.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I have a I have an insured on the line. He's got a, a life insurance policy, and he's wanting to see is his premium going to um increase at renewal, um, and then I've got his, I've verified him and then I can give you his policy.
[AGENT][NEUTRAL] OK, hold on just a second. I got about 6 policies open right now. Hold on. I just got a phone call.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] I still haven't had time to check with [PII] on that one that you messaged me about a while ago because I was on the phone and
[CUSTOMER][POSITIVE] Totally understand.
[CUSTOMER][NEUTRAL] Well, and I don't, don't know, I, I sent a help chat on my end. I, [PII], she said.
[CUSTOMER][NEUTRAL] We wouldn't give them any information, but I was asking her and she hasn't responded yet.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I wanna say that we actually had this issue last week too.
[CUSTOMER][NEUTRAL] About if
[AGENT][NEUTRAL] And [PII] was able to issue a temporary number or something. I don't know. I'm gonna have to see. I'm not very well versed on big stuff and I know that um.
[AGENT][NEUTRAL] Sometimes it takes a little while for us to get all the information we need for the policy to actually be issued and sometimes it's after that original effective date and so I feel like we get these a lot where they're like I'm supposed to be effective, but the policy hasn't been like embossed yet so I'm not sure but I I'm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, gonna check with [PII] and [PII]. Um, will you send me his information?
[CUSTOMER][NEUTRAL] Yeah, I will I'll message that to you.
[AGENT][NEUTRAL] OK, perfect. Alright, and what's the policy number we're looking at now?
[CUSTOMER][NEUTRAL] This policy is 643-595.
[AGENT][NEUTRAL] Wayne Ray
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 20 year renewable.
[CUSTOMER][NEUTRAL] Yeah, it looks like I pulled up the policy and it does go to age [PII] on one year terms but um I don't, I don't know if the policy would increase because that's what he's concerned about is the is the premium gonna go up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so he's not at, let's see.
[AGENT][NEUTRAL] He's not at the [PII] mark yet. I think he actually called like a couple weeks ago.
[AGENT][NEUTRAL] Yeah, I see no, yeah, yeah, he actually called a couple weeks ago and it's not based on his age it's based on like the the uh age of the policy and that won't be until [PII].
[CUSTOMER][NEUTRAL] Oh, I didn't even look at it.
[CUSTOMER][NEUTRAL] Oh, I
[AGENT][NEUTRAL] So he still has until yeah he still has until [PII] and what happens is it's gonna send him a letter and tell him he can you know renew the policy but it will be at a different rate um so yeah um but I can explain all that to him if you need me to, yeah.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, I, I can tell him. I, I feel comfortable telling him, OK, I'll let him know and I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem, [PII]. Thank you. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too, bye bye.
[AGENT][NEUTRAL] Bye.