AccountId: 011433970860
ContactId: bab5fe33-0293-4a22-9a46-39b253c9ac7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363880 ms
Total Talk Time (AGENT): 105736 ms
Total Talk Time (CUSTOMER): 85151 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/bab5fe33-0293-4a22-9a46-39b253c9ac7a_20250204T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] from MAS. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, thank you. Um, I have a broker, um, [PII], emailing regarding um RAM CV group number 25825.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And apparently the invoice I just looked at it, the invoice only has um short term disability on it, but it doesn't have, I guess the cancer, accident and CI benefits build on it.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Just the most recent one, right? February?
[CUSTOMER][NEUTRAL] Yeah, that's the one I pulled and I'm assuming that's the one she's referring to because she said they just pulled and they paid it which.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Kind of makes it difficult to adjust it.
[AGENT][NEUTRAL] Right, uh, yeah, that's weird, huh.
[CUSTOMER][NEUTRAL] Yeah, the previous one, the [PII], also still shows the.
[CUSTOMER][NEUTRAL] Only the short term.
[AGENT][NEUTRAL] Has it
[CUSTOMER][NEUTRAL] I guess that's something that recently added.
[AGENT][NEUTRAL] Short term was recently added or accident cancer and CI were recently added?
[CUSTOMER][NEUTRAL] No, I'm guessing the accident cancer and CI.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I handle billing. I don't handle enrollment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] I'm guessing that, let me see.
[AGENT][NEUTRAL] I might have to send this to billing.
[AGENT][NEUTRAL] And see if they can.
[AGENT][NEUTRAL] See, yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Maybe [PII]?
[CUSTOMER][NEUTRAL] [PII] from [PII].
[AGENT][NEUTRAL] Am
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She handles [PII].
[AGENT][NEUTRAL] Does she? OK.
[AGENT][NEUTRAL] Let me see if I'm gonna send it through.
[AGENT][NEUTRAL] Group number 25825825.
[AGENT][NEUTRAL] Group name.
[CUSTOMER][NEUTRAL] So [PII] sent an email on [PII] that the renewal for [PII] was completed last week.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So maybe that's why, but that wouldn't still make any sense to me make sure that there's active policies for.
[AGENT][NEUTRAL] Accident.
[AGENT][NEUTRAL] There's an accident.
[AGENT][NEUTRAL] Cancer.
[AGENT][NEUTRAL] Um, I look up one more.
[AGENT][NEUTRAL] 2825.
[AGENT][NEUTRAL] OK, yeah, that's weird because it should so I wanna send this through to billing and then I'm gonna have them. Is it OK if I put your email address for them to confirm um send confirmation?
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Absolutely. Can you CC [PII] on that since [PII] was the one that sent the email on the [PII]?
[AGENT][NEUTRAL] OK. And it's the.
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, gotcha.
[AGENT][NEUTRAL] Let me just do this.
[AGENT][NEUTRAL] Really
[AGENT][NEUTRAL] I'll pull that statement so that they can be sent to.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, I'm just gonna send an email through and you're on this email?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then we will ask.
[AGENT][NEUTRAL] Why only.
[AGENT][NEUTRAL] Disability.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's showing up.
[AGENT][NEUTRAL] Yeah, this group recently.
[AGENT][NEUTRAL] Added.
[AGENT][NEUTRAL] Um, accident cancer and CI.
[AGENT][NEUTRAL] OK, I've got the email and I will send it through OK?
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Get an answer of course yeah I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye