AccountId: 011433970860
ContactId: d36d00fb-3d60-403c-a255-7f2075af9c8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216029 ms
Total Talk Time (AGENT): 60915 ms
Total Talk Time (CUSTOMER): 99362 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/d36d00fb-3d60-403c-a255-7f2075af9c8d_20250212T19:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have a broker on the other line and the insured, um, sorry, and the group, um, they're trying to see what the deductions would be for an insured. Is it because it's an insured particular policy, would that be customer service or do I need to go to group billing?
[AGENT][NEUTRAL] I'm not sure what they're asking.
[CUSTOMER][NEUTRAL] So, they're wanting to know what the, the deduction, the premium amount is going to be for an insured. I'm asking since it's a particular insured on a group, would that be customer service or do I need to go to group billing?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So she just, I just want to know what the premium is. What's the policy number?
[CUSTOMER][NEUTRAL] Yes, it's um,
[CUSTOMER][NEUTRAL] 245-566-1.
[CUSTOMER][NEUTRAL] They switched from employee to family.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] The employee to spouse and they're not sure.
[AGENT][NEGATIVE] It would be customer service.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Looks like it's a couple right now and they're wanting to change let's see 17996.
[AGENT][POSITIVE] But yeah that that is customer service.
[CUSTOMER][NEUTRAL] OK. I get confused sometimes.
[AGENT][NEGATIVE] Uh, it is confusing.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Proposal.
[AGENT][NEUTRAL] 17896.
[AGENT][NEUTRAL] Mid 22.
[AGENT][NEUTRAL] You would think the broker would know this, but it's OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] That's option 1, option 2.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] Alrighty hold on one moment.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] Yeah. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] All right, thank you. You're welcome.
[AGENT][NEUTRAL] Uh, good afternoon, this is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Hi. Good, how are you?
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Are you still
[CUSTOMER][NEUTRAL] Yeah, um, yes, I'm here. Oh, I'm trying to, the group is doing payroll for employee for the employees and [PII].
[CUSTOMER][NEUTRAL] Um, went from employee family to employee spouse. I don't remember what day. I don't know if it was the end of the year maybe.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and they're trying to find out what's our premium.
[AGENT][NEUTRAL] OK, her monthly premium is 161.42.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK, and she's listed as employees spouse, correct?
[AGENT][NEUTRAL] Yes ma'am mhm.
[CUSTOMER][POSITIVE] OK, perfect. 1160, 142. Perfect, that's all I needed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 16, 142.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] 16. OK, I just wanna make sure I'm writing it down correctly. All right, that's all I needed. Thank you so much.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, no, that was it.
[AGENT][POSITIVE] Alright well thank you for calling APL you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Goodbye.