AccountId: 011433970860
ContactId: bc0c464d-05e6-4212-9a45-c63569c9caf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414989 ms
Total Talk Time (AGENT): 252647 ms
Total Talk Time (CUSTOMER): 141290 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/bc0c464d-05e6-4212-9a45-c63569c9caf6_20241230T20:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is Me [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] Hi, [PII]. I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, I just made a hub urgent and
[CUSTOMER][NEUTRAL] The herbs
[CUSTOMER][NEUTRAL] Um, can I give you the, can I give you the hub number? So basically, uh, well, you want the hub number or policy number or both?
[AGENT][NEUTRAL] Uh, either one, it doesn't matter.
[CUSTOMER][NEUTRAL] OK, um, policy number is 587-886.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Lois White.
[CUSTOMER][NEUTRAL] Mhm. Lois White.
[CUSTOMER][NEUTRAL] The phone broke up, so if you said something I didn't hear you.
[AGENT][NEUTRAL] Um, I'm getting a team's call too. Hold on. All right, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, please see the attached respond to the original email.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So basically they've been, she's, the husband, part two has been, has passed for 4 years now, but she's been paying a couple all the time instead of individual. I don't see that we were told that he passed though, but
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They're trying to get it rectified.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I've got it. I just, I'm so behind on everything and with it being the end of the year, it is crazy. Um, so yeah, I will have to fix the policy and change it to individual and she'll get a refund, um.
[AGENT][NEUTRAL] For any amount over what she paid, was he the original? Let me pull up the policy.
[CUSTOMER][NEUTRAL] It looks like she was, and he's #2.
[AGENT][POSITIVE] She got you.
[AGENT][NEUTRAL] Yeah, I'll have to just go in there and change it to individual and she'll get a refund all the way back to [PII] so I have to add up the premium and all that kind of stuff, um, but I'll send her a refund check in the mail.
[CUSTOMER][NEUTRAL] What kind of, um, what kinda update should I tell her like, so she should be hearing back from us in like a week or so? The daughter's on the other line.
[AGENT][NEUTRAL] Mm, what about, so is the insured with her?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, you can just go ahead and transfer them. Uh, has she been verified?
[CUSTOMER][NEUTRAL] Yeah, I verified the, um, I verified the the policy.
[AGENT][NEUTRAL] OK. And did Ms. [PII] give us permission to speak with her daughter?
[CUSTOMER][NEUTRAL] She has on a previous call, I didn't ask her again.
[AGENT][NEUTRAL] OK, yeah, well, I'll have to ask her again because we have to ask every time.
[AGENT][NEUTRAL] Unless we have
[AGENT][NEUTRAL] An authorization.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I don't see any notes with it. I just see that she gave us permission previously, which was on the [PII]. Um, just go ahead and transfer her and I'll talk to him and just tell him like what all I have to do, um, because I have everything I need. I just haven't had a chance to get to it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, cause there's a lot going on. I understand. It's OK. Um, OK.
[AGENT][POSITIVE] Mhm. Yes. Hopefully, they'll understand, but I'll get it done today. And uh so I'll tell them that.
[CUSTOMER][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] What's the daughter's name?
[CUSTOMER][NEUTRAL] Hold on, let me look at my note.
[CUSTOMER][NEUTRAL] [PII], I was gonna say [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Alright, hold on one second.
[AGENT][POSITIVE] Alright, thanks [PII].
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Hello [PII]. Yes ma'am. Hey, thanks so much for holding. I have [PII] with customer service on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you. Alright y'all have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII]. My name is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][POSITIVE] I'm good. Thank you so much for asking. Um, so, Ms. [PII] was just telling me that you are calling um to get an update on what's going on with Ms. [PII]'s policy.
[CUSTOMER][POSITIVE] That's correct, yes ma'am.
[AGENT][POSITIVE] OK, so I do have the email um requesting the change, um, and that Mr. [PII] passed away. Um, I'm getting that processed today. Um, she will get a refund back for any amount of premium that she overpaid since his passing, um, and I'm gonna send that to the address on the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you're not gonna deposit in the checking account it'll come in a check form.
[AGENT][NEUTRAL] Yes, ma'am. It has to come in a check form. I apologize about that, but yes, ma'am.
[CUSTOMER][NEUTRAL] OK. OK. That's OK, that's OK.
[AGENT][NEUTRAL] All right. Was there anything else I could do for y'all today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all I just wanna be sure that the new amount is gonna be drafted like the other amount was.
[AGENT][POSITIVE] Yes, ma'am. It's still gonna be drafted.
[CUSTOMER][NEUTRAL] The new amount, the single amount.
[AGENT][NEUTRAL] Mhm. And I'll respond to your email and tell you, I, I sure will, yes, ma'am. Uh, once I get the policy changed over and I get the amount of the refund, I'll respond to your email and let you know what the new premium is gonna be and how much a refund will be.
[CUSTOMER][NEUTRAL] OK, can you tell me how much it'll be?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but there's not gonna be a lapse or nothing like that it's not gonna mess up anything about the policy.
[AGENT][POSITIVE] No, ma'am, because she's, she's paid the current so I mean as long as premiums are received there won't be any lapse. She's good for right now and uh like I said I'll, I'll issue that refund um for the premium difference that she's been paying since like [PII] I think has been here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mhm, that's right. That's it. Mhm.
[AGENT][NEUTRAL] Yeah, [PII]. mhm yes ma'am, so I'll go back and see how much he's overpaid and I'll issue that check today. The check will probably print tomorrow, um, because we will be open tomorrow but we'll be closed on Wednesday, so just, um, I usually say about 7 to 10 business days to get, you know, any type of mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, but just make sure that y'all account for the holiday, um, so it'll probably take a couple more days than normal, but, uh, I will get that out to y'all, um, today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I sure appreciate your help. Thank you so much.
[AGENT][POSITIVE] No problem, Ms. [PII]. If y'all have any other questions, y'all can give us a call and you do as well. Thank you so much for calling APL.
[CUSTOMER][POSITIVE] And have a happy new year.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much bye bye.
[AGENT][NEUTRAL] Bye bye.