AccountId: 011433970860
ContactId: c1a5bcd1-4e61-4356-b9e3-b063c28bd044
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169940 ms
Total Talk Time (AGENT): 47205 ms
Total Talk Time (CUSTOMER): 106298 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/c1a5bcd1-4e61-4356-b9e3-b063c28bd044_20250131T20:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling POs. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. I have policy number 258.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 8965 on the line.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mr. [PII], and he was calling to find out what type of policy this is we've already gone over that, and he is curious on his premium, he received a letter for payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he's curious on his premium is exactly to how much it is and per year and.
[CUSTOMER][NEUTRAL] You know, what he would
[CUSTOMER][NEUTRAL] You know, pay it quarterly just kind of a breakdown on this payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Can you help me with that?
[AGENT][NEUTRAL] I got it.
[AGENT][NEUTRAL] Mm, I got it. Um, let's see.
[CUSTOMER][NEUTRAL] All right. It's been
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you, [PII]. I hope you have a great weekend. Let me get him on the line.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] on the line and she's going to assist you further with that premium information and I hope you and your wife have a lovely weekend.
[CUSTOMER][POSITIVE] Yeah, you, you too. Thank you, bye bye. Uh huh bye bye.
[AGENT][NEUTRAL] Good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Hi there how are you doing?
[AGENT][POSITIVE] I'm doing good how are you doing?
[CUSTOMER][NEUTRAL] I'm good. I, I received a statement in the mail uh for my cancer policy. I wasn't sure what this was for cause I just recently retired and uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But anyway, it says 143 10 quarterly. I'm just trying to figure what I'm kind of basically what I'm paying a month to compare what I was paying when I was working. So I guess I 1 to 4310, it's quarterly. You just divide it by 3 and I give you a monthly rate, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that will be correct. Um, that will mean that your monthly premium is about $47.70. Um, the coverage is for you and your spouse.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, great. OK, well, I was just checking, so, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Appreciate your help. Have a great day. Weekend.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You too.
[AGENT][POSITIVE] You too. Thank you for calling APL and I hope you have a nice weekend too.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.