AccountId: 011433970860
ContactId: d8834c7a-7064-48ef-b90d-7895211246e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121199 ms
Total Talk Time (AGENT): 58018 ms
Total Talk Time (CUSTOMER): 51656 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/d8834c7a-7064-48ef-b90d-7895211246e6_20250325T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you um so I've got a member on the line who got a letter from us uh regarding porting her policy and she wants to know how much her premium would be is that I don't know if that's something I can even see.
[AGENT][NEUTRAL] Um, I don't know, uh, you can see that, um, but the premiums don't change when they port. Uh, what's the policy number? I can pull it up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I didn't think so, but I wanted to make sure. OK, um, it's uh 02535472.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, heckinbotham.
[AGENT][NEUTRAL] All right, yeah.
[AGENT][NEUTRAL] They have more than one policy that's portable. Let me take a look.
[AGENT][NEGATIVE] OK. Yeah, it's just this one cancer. Yeah, it's um 39.50 uh monthly, but
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need me to talk to him about the?
[CUSTOMER][NEUTRAL] No, no, that's fine. I just wanted to, honestly, I'm surprised I've never had anyone ask me that before. So I was like that's a good question. I, I just, I didn't wanna say, uh, for sure because I didn't know if it might change, so the premium would still be that $3950 a month.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, the only time it changes is if like we have a an increase across the board where everybody's changes, uh, other than that it stays the same amount, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. OK, I just wanted to make sure. thank you.
[AGENT][NEGATIVE] No I don't care. Are you sure that's all you needed?
[CUSTOMER][POSITIVE] All right. Yes, ma'am. I appreciate it.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye memory.