AccountId: 011433970860
ContactId: ce1f8137-0a2f-47df-ba5c-049b74776a1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218259 ms
Total Talk Time (AGENT): 101115 ms
Total Talk Time (CUSTOMER): 102222 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/ce1f8137-0a2f-47df-ba5c-049b74776a1c_20250304T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], it's [PII] in the care team. I've got, um, hey, I'm doing really good.
[AGENT][NEUTRAL] Hey, how are you?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I've got [PII] on the phone. He is with group 2318, and he did verify the group.
[CUSTOMER][NEUTRAL] He's calling about uh a member policy number is 2131516.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he said that he was going over the invoice and he noticed that this member's premium was more than the rest of the member's premiums and he wants to know why.
[AGENT][NEUTRAL] OK. OK, let me see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] It's for him? OK. OK.
[CUSTOMER][NEUTRAL] Yeah, that's who it is, yeah.
[AGENT][NEUTRAL] Uh, got you. Let's see.
[AGENT][NEUTRAL] Oh man, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I was trying to get that pulled up. Yeah, what's his name again?
[CUSTOMER][NEUTRAL] Different
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, got you. OK, yes, I'm ready.
[CUSTOMER][NEUTRAL] OK. Thanks, ma'am. Bye-bye.
[AGENT][NEUTRAL] All right. Bye.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. Uh, [PII] was just telling me, um, what was going on, you know, why you were calling and you're checking on the premium for [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Yes, sir. I'm just looking at that. And it's because he's, it's more for him than, than others that you're seeing.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, now one reason for that is the um the pay rate is from ages [PII] to [PII] and then it is increased at [PII], so that is he.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He was [PII] when he took this policy, so that is the difference.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that answers that. I thought maybe that might be it, but uh I just thought I would check because, uh, you know, just because.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Right. Yes. Definitely. Yes, sir, I would too. Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, well, you answered my question that that that works for me.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you need me to have those rates sent to you or anything like that?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Um, well, you know, we're, we're gonna be doing the renewal here the [PII]. Uh, I did get all that new stuff sent to me, so, um.
[CUSTOMER][POSITIVE] I think I may be good, but you could also send it to me I guess so get it, get that get that fresh on my desk, yeah, that'd be great.
[AGENT][NEUTRAL] OK. I sure will. Yes, sir.
[AGENT][POSITIVE] OK. Yes, sir. I'll have that coming to you shortly.
[CUSTOMER][POSITIVE] OK, super. Well, thank you very much for your help today.
[AGENT][POSITIVE] You are welcome. Can I do anything else for you?
[CUSTOMER][POSITIVE] Uh, no, thank you. Thank you. You've been great help. Appreciate it.
[AGENT][POSITIVE] Thank you, and you have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.