AccountId: 011433970860
ContactId: e68b6065-6f9d-4c8c-a8c8-ee5f31701622
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286519 ms
Total Talk Time (AGENT): 127809 ms
Total Talk Time (CUSTOMER): 84308 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/e68b6065-6f9d-4c8c-a8c8-ee5f31701622_20250203T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Alright thank you um I've got an insured on the line and she had a couple policies with us that we had recently um taken off or removed several members except for her, so she's not the only one. I do see recently the um letters and checks for repaid premium refund had been sent out. She was asking about her monthly premium and I wanted to just double check, uh, that that is accurate now, um, for just her being covered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, just a second, is her policy number?
[CUSTOMER][NEUTRAL] Uh, she's got a couple. Um, one is, uh, 687-412.
[AGENT][NEUTRAL] OK, it.
[AGENT][NEUTRAL] Let me pull them all at once.
[AGENT][NEUTRAL] Is it for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, one that you just gave me is for $26.80.
[CUSTOMER][NEUTRAL] How much? I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] $26.80 and that is for family coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so since she's the only one active should that, is that possible to change? I think that's what she's after.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, she.
[AGENT][NEUTRAL] Pay it by herself.
[AGENT][NEUTRAL] Monthly and.
[AGENT][NEGATIVE] It is weird.
[AGENT][NEUTRAL] Um, all the
[AGENT][NEUTRAL] Mm, the dependents were already dropped. I just guess it is the piat screen that has the information screen that is not updated, so it's just for her what she's paying.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so that's what I was looking at too and that's why I wanted to reach out just to make sure.
[AGENT][NEUTRAL] Unless you can
[AGENT][NEUTRAL] Mhm. If not, give me just a second so.
[AGENT][NEUTRAL] I can probably see since this is a old um,
[AGENT][NEUTRAL] Cancer policy, it could be.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] He turned to [PII].
[AGENT][NEUTRAL] OK, no, she is family.
[AGENT][NEUTRAL] Coverage.
[AGENT][NEUTRAL] Um, individual would be only $11 so yes, we will have to update that, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, we are charging
[CUSTOMER][NEUTRAL] And so she's got
[CUSTOMER][NEUTRAL] She's got this other one too. She's got an intensive care one,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that one looks, I mean, I, I'm just trying to, I'm not quite sure what all these things mean, but that one does look right, um.
[AGENT][NEUTRAL] Intensive care.
[CUSTOMER][NEUTRAL] So like the coverage type of course is supposed is family, right?
[AGENT][NEUTRAL] Mhm. Yes, for the previous one, it is family and if she would like to change, you would just have to um fill out the form for the drop uh to drop her uh dependents, and we will be updating that coverage.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, so since she already did that, that will be updated then.
[AGENT][NEUTRAL] Mhm. Yes, we will be updating and um yes, and since, um, let's see, let me get back into it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, the effective for the change will um.
[AGENT][NEUTRAL] this month because we can't give the premium back, yes.
[CUSTOMER][NEUTRAL] It will be this month, OK.
[CUSTOMER][POSITIVE] Got you alright well I appreciate you checking all of that. I'll let her know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome. Bye bye.