AccountId: 011433970860
ContactId: dac688c6-6920-4e49-be5f-e738d8b1268c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92660 ms
Total Talk Time (AGENT): 38163 ms
Total Talk Time (CUSTOMER): 54119 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/dac688c6-6920-4e49-be5f-e738d8b1268c_20250313T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can 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 good. Um, I may not have to transfer, but can you look at this with me?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, it's, uh, well, policy number 246-4302.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So now I'm confused because I was trying to decide if this was group billing or customer service because I'm talking to the, you know, the agent broker, but
[CUSTOMER][NEUTRAL] They have a specific member?
[CUSTOMER][NEUTRAL] He's showing up on the billing multiple times. So, so I'm all, I'm thinking group billing, but because it's his specific policy, I didn't know if it was customer service, which one?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, looks like according to the notes, um, the policy or the insured added spouse effective to one.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] On the March invoice, it's billing for.
[AGENT][NEUTRAL] The couple coverage plus the February premium difference.
[CUSTOMER][NEUTRAL] Oh, OK. That makes sense. I understand. I can relay that back. OK, I just get confused with like if I'm sure it's billing or customer service, so I.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's fine. Yeah, it's, it had a coverage change, so the March invoice is showing March premium and then February premium difference.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep, and that's what he was saying, [PII] and [PII]. OK. Thank you, [PII].
[AGENT][POSITIVE] Yes. You're welcome.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] OK bye.