AccountId: 011433970860
ContactId: e4e886c3-c71e-42f2-b3ad-3d21b82f12aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 587369 ms
Total Talk Time (AGENT): 275102 ms
Total Talk Time (CUSTOMER): 65923 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/e4e886c3-c71e-42f2-b3ad-3d21b82f12aa_20250108T19:30_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi, it's uh [PII]. How are you?
[AGENT][NEUTRAL] I'm fine how are you [PII]?
[CUSTOMER][NEUTRAL] Good. And uh what's your name? I cut, you cut out for a second.
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Hey there. Hey, uh, can you look up PRD for me, the group number?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] It's 6, I'm sorry, 263-29.
[CUSTOMER][NEUTRAL] It's called the Z construction remodeling.
[AGENT][NEUTRAL] Wait on my computer, bear with me just a second.
[AGENT][POSITIVE] OK, yeah, with the construction and remodeling Incorporated, yes, how can I help you?
[CUSTOMER][NEGATIVE] Yeah, all right, so the second page for the renewal letter never came by or through, I guess you guys are having problems, yeah, it is what it is, but, uh, my stupid man question to you is, are you able to tell me what the employee plus child and the family premiums are?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see, hang on let me see if I have that out here.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Hold on just one second. I wanna make sure I'm looking at the right thing. Can you hold for just 1 2nd?
[CUSTOMER][NEUTRAL] Yeah, I, I went on to the uh see I can get them and the employee only and employees plus spouse premium, but I need those two others.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you so you can get the employee and the employee plus spouse, but you can't get the others.
[AGENT][NEUTRAL] Is that what you're saying? OK, OK, just one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I have [PII] on the phone. I have [PII] wanting me to give him, he, I guess the renewal letter or whatever he's saying doesn't have all the premiums on it. You can see, you can see the EE and EE and spouse, but he can't see the others for some reason, um, the construction, can you look out there and see.
[AGENT][NEUTRAL] That's what he said something about the packet. The information is not coming through completely. I don't know.
[AGENT][NEUTRAL] One more
[AGENT][NEUTRAL] So I need to talk to you about I heard you talking about brick and big stuff or whatever brick. I'll put [PII] and Bic together.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] Like that little kid on that one show that was his name uh the lady from.
[AGENT][NEUTRAL] You know, [PII], that [PII] shows [PII], what's her name? I can't think of it anyway.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] For a little kid.
[AGENT][NEUTRAL] That's what [PII] on you named her boy. Yes, that might help on it.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, now try it.
[AGENT][NEUTRAL] You think you know what the problem is?
[AGENT][NEUTRAL] OK, just one second.
[AGENT][NEUTRAL] I opened that too and there with it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think what he's yeah that's what, uh huh, that's what he said the 3rd page, yeah, yeah.
[AGENT][NEUTRAL] Oh, so how is he and how does he know he needs, how do I tell him what the premiums are?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Oh, they say the same for whatever they currently are. So if he needs to know what they currently are because he.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sending a brochure, OK.
[AGENT][NEUTRAL] OK, so if I'm looking out here on somebody who's currently out here.
[AGENT][NEUTRAL] Well, I don't think, I don't see anybody with that.
[AGENT][NEUTRAL] Because this is child coverage, right, and that's individual, so, OK, so if he's he can see EE and spouse, he can't see the other options because he's looking on.
[AGENT][POSITIVE] He's looking OK.
[AGENT][POSITIVE] Got it OK.
[AGENT][NEUTRAL] That's what I was thinking I created a brochure.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And that there's separate.
[AGENT][NEGATIVE] And remodeling no rates. This means no rates. This one should have rates on it, OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Because that wouldn't have changed. I mean, that is it in 23?
[AGENT][NEUTRAL] Do we have
[AGENT][NEUTRAL] right
[AGENT][NEUTRAL] Please have her please have so should be right.
[AGENT][NEUTRAL] So so that's all we only have the two different rates, right? So here they are here they are, you know.
[AGENT][NEUTRAL] OK, so the 492.
[AGENT][NEUTRAL] They got a rate change so yeah it's not gonna work yeah we're gonna have to go to 2020.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, back to 2024 commission.
[AGENT][NEUTRAL] This is the thing that they sold
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Well, let's see we get out of that.
[AGENT][NEUTRAL] Get back down here.
[AGENT][NEUTRAL] Uh, no, it's not there we go.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um, we already checked that.
[AGENT][NEUTRAL] Nothing out here.
[AGENT][NEUTRAL] status the same thing about OK OK.
[AGENT][NEUTRAL] Hang on, can I just click on that?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] I going to.
[AGENT][POSITIVE] G R A T I.
[AGENT][NEUTRAL] Put that into.
[AGENT][NEUTRAL] OK, PRD 26329.
[AGENT][NEUTRAL] Type them in link
[AGENT][NEUTRAL] 9 FS
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] He's
[AGENT][NEGATIVE] I'm gonna have to call him back.
[AGENT][NEUTRAL] Let me just put on hold for.
[AGENT][NEUTRAL] Under under the group number.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 2
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's 127.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see, just look like a billing statement.
[AGENT][NEUTRAL] [PII], sorry for the long hold. Um, I'm gonna have to get back with you because this is a puzzle on my end because I get the, the only reason you're seeing what you're seeing is because those are the only coverages that are enrolled.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm trying to, yeah, so I'm trying to figure out the other rate because the proposal I have out here for whatever reason didn't have the rates on the bottom of it from last year because it says the rates aren't changing for this year. So I'm trying to get a hold of I'm trying to get a hold of those rates. Can I call you back here in just a little bit? I have [PII] helping me try to figure out how to get it.
[CUSTOMER][NEUTRAL] Right, of course, yeah.
[CUSTOMER][NEUTRAL] Right, of course, yeah.
[CUSTOMER][POSITIVE] Yeah, yeah, no problem. OK. All right, thanks.
[AGENT][NEUTRAL] OK, are you the [PII]?
[CUSTOMER][POSITIVE] Operators are standing by. Yes, thank you. Bye bye.
[AGENT][POSITIVE] OK, OK, perfect thank you OK bye bye.