AccountId: 011433970860
ContactId: cdb6aaf8-c4bd-41b1-8c59-1915161dd0b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222619 ms
Total Talk Time (AGENT): 83108 ms
Total Talk Time (CUSTOMER): 107430 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/cdb6aaf8-c4bd-41b1-8c59-1915161dd0b0_20250327T19:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APOs. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have a well agent on the other line. Um, one of their ins well, let me just, can I give you the policy number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright. It's 216-443-2.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And she said he was terminated, but then he got immediately like rehired and he was he had a grandfathered premium amount for [PII], but now that he's like been terminated and they're trying to get him reinstated.
[CUSTOMER][NEUTRAL] Back to the date it was terminated.
[CUSTOMER][NEUTRAL] Um, they're wanting to know if he would still have those grandfathered rates and the policy, um,
[CUSTOMER][NEUTRAL] Isn't, I guess, technically terminated until like [PII], and I didn't know how all that works, so she wanted to talk to somebody.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, I got it.
[AGENT][NEUTRAL] And is it for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, you can go ahead and send her over. What's her name?
[CUSTOMER][NEUTRAL] All right. Her name is [PII].
[AGENT][NEUTRAL] [PII]? All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK awesome thank you. You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hello, good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] I'm doing good. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing pretty good, can't complain. Very happy that it's almost Friday.
[AGENT][NEUTRAL] Oh, I, I feel the same thing.
[AGENT][NEUTRAL] Almost there, almost touching Friday.
[AGENT][NEUTRAL] All right, I was just advised that uh we're willing to reinstate [PII]'s um policy, is that correct?
[CUSTOMER][NEUTRAL] Yeah, so I, I sent the email to the care team and I haven't heard back, but the group is asking me about the rate because it looks like they were grandfathering the rate of under 54, but now that they, they're being reinstated, it was like I guess he got fired and they changed their mind and they rehired him immediately, so he should be reinstated without a lapse in coverage. They're asking if he's going to continue with that grandfathered rate.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, if he is continuing the same plan at the same rate, um,
[AGENT][NEUTRAL] Which is the plan 3000 I believe. Let me check really quick with that.
[AGENT][NEUTRAL] Yes, the plan $3000 and he is being reinstated as [PII]. Yes, he will be um reinstated with that same premium of $42.14. If he is starting, let's say, um, May, then no, we would not be able to um have that premium under the age of [PII] for him.
[CUSTOMER][POSITIVE] OK, understood, um, that's all I needed um I appreciate you taking my call and confirming that. I will let the client know, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm. Alright, well I hope you have a nice day. Thank you for calling us.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] Bye bye.