AccountId: 011433970860
ContactId: d893cfc7-8afb-4993-a82b-4a6e548b919c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271540 ms
Total Talk Time (AGENT): 142464 ms
Total Talk Time (CUSTOMER): 75285 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/d893cfc7-8afb-4993-a82b-4a6e548b919c_20250128T22:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I uh have my insurance. I have a cancer policy through, uh, American Public and they've changed the amount of my uh policy when they deducted it this month from my bank statement. I noticed it. Is there someone that can explain it to me why it changed? It actually dropped in price.
[AGENT][NEUTRAL] Yes, ma'am. Um, I, I.
[CUSTOMER][NEUTRAL] So that's why usually that's not what happens.
[AGENT][POSITIVE] Yes ma'am, I can um get you some help with your um premium. Can I please get your name and your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] 673-246
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], let me pull your policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, [PII], and my email is my full name in lowercase [PII].
[AGENT][NEUTRAL] Thank you. And then the um phone number that you gave me to call you back on if we get disconnected, is that your cell phone number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes it is and that's the only phone number I have now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright. Thank you so much. I appreciate you verifying that for me.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] OK, what I'm gonna do, Ms. [PII], is I'm gonna transfer you on over to customer service so that they can help you as far as your premium changes and explain to you um why it's less than what it had been in the past for you it's gonna be a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I've got um Ms. [PII] on the phone.
[AGENT][NEUTRAL] Her policy number is 673-246.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And she is calling because her premium dropped. I did see notes that memory put in there that the rider dropped after her [PII] birthday.
[CUSTOMER][NEUTRAL] Remember I put that in there?
[AGENT][NEUTRAL] Um, mhm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, it says.
[AGENT][NEUTRAL] On well shoot now I gotta go find it again.
[CUSTOMER][NEUTRAL] OK, I think it's fine.
[AGENT][NEGATIVE] It says, um, premium is not right. It says premium is not right. ICCCR2R rider is still pulling in and PIBFT this rider dropped on the policy anniversary after the [PII]-fifth birthday. Refund is due and then.
[CUSTOMER][NEUTRAL] She, she doesn't usually do that. That's.
[AGENT][NEUTRAL] Said looking and then Kiki sent a hub request regarding premium change. So anyway, she's calling she wants to know why her premium changed, why it's less than what it had been, but she's showing couple coverage on Pyat and she's showing individual coverage on PIBFT.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's on the other line who wants to know.
[AGENT][NEUTRAL] Why her premium is different than what it has been.
[CUSTOMER][NEUTRAL] Alright, I will tell her.
[AGENT][POSITIVE] OK and the number she's calling from is a good number.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] OK, thanks [PII]. All right, bye bye.