AccountId: 011433970860
ContactId: bc15c458-df35-49b3-bad9-519e0183b14f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135759 ms
Total Talk Time (AGENT): 52749 ms
Total Talk Time (CUSTOMER): 79550 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/bc15c458-df35-49b3-bad9-519e0183b14f_20250507T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in Broker Resources. I don't know if you can help me, but I thought I'd start with you, and if you can't, you can tell me where to go. Um, I've got a broker on the other line and he's calling about premiums on, um, do you want the policy number for the insured or do you want the group number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is he calling about the insurance premium or the whole, the whole group?
[CUSTOMER][NEUTRAL] Yeah, yeah, no, he's calling about the insured, so it's 254.
[CUSTOMER][NEUTRAL] 9616 the disability policy for [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so he's questioning the premiums of $52. He thinks it should be more based on his salary, but I said, well, I don't know what salary was on the application that came in. Are you able to see that because he's saying his base salary, his base salary is $43,680.
[CUSTOMER][NEUTRAL] So he's thinking the premium should be like $56 and something.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] See if it's out here.
[CUSTOMER][NEUTRAL] That being on base?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, because I was trying to look.
[AGENT][NEUTRAL] According to his application, it says salary 21. I don't know what that means, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this is more than likely going to be a customer service question um because I'm not, I'm not really sure how this whole thing is done um but yeah um yeah this is gonna be a customer service but yeah the application any time you need to look for one of those it's under the APL administrative and then you just type in the um policy number.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So it's OK. Mhm.
[CUSTOMER][NEUTRAL] OK, I'll call them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] APL that's administrative. I don't know if I have that APL certificate administrative da da da da. Yeah, I guess I don't have that. I'll have to get that on my thing. I don't see that on my list of things to type into. I just have like a group and a bunch of other stuff, so, OK, I will call customer service and see if they can help me with that. I appreciate you looking at it.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] You're welcome. You too.