AccountId: 011433970860
ContactId: eb50a85c-60c7-409d-acde-b4f75f597fd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 497869 ms
Total Talk Time (AGENT): 238477 ms
Total Talk Time (CUSTOMER): 155400 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/eb50a85c-60c7-409d-acde-b4f75f597fd0_20250327T17:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um an insured on the phone. She is uh let me give you one of her policy numbers. It's 2184924.
[CUSTOMER][NEUTRAL] And she is calling.
[CUSTOMER][NEUTRAL] Because she is wanting to change some of her plans, but she wants to get cost of those plans before she changes them and when I asked her if she went through the human resources department at her employer they told her to call us to get plan changes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I can't, I can't like finagle them anymore to be able to see what it would be.
[AGENT][NEUTRAL] Hang on.
[AGENT][NEUTRAL] Let me pull up the group.
[AGENT][NEUTRAL] Let's see what she's got.
[CUSTOMER][POSITIVE] And she's really nice so far anyway.
[AGENT][NEUTRAL] What
[CUSTOMER][POSITIVE] And the number she's calling from is a good callback number.
[AGENT][NEUTRAL] This is [PII], hm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Ms. [PII]. All right, send her to me. Thank you.
[CUSTOMER][POSITIVE] Yes, Miss. Thanks, [PII]. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Good afternoon, this is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][POSITIVE] I'm doing well, thanks for asking. Got your information pulled up and the representative that transferred you stated that you were inquiring about making some updates to your policy.
[CUSTOMER][NEUTRAL] Maybe, yes, I would just wanna see the price differences.
[AGENT][NEUTRAL] OK, so what updates are you trying to like are you.
[AGENT][NEUTRAL] What are you trying to change?
[CUSTOMER][NEUTRAL] OK, like
[CUSTOMER][NEUTRAL] Well, I'm curious, I might not, but on life insurance.
[CUSTOMER][NEUTRAL] I wanted to see what.
[CUSTOMER][NEUTRAL] Just say like 50 and 75 would be.
[CUSTOMER][NEUTRAL] And um I have a just a um
[CUSTOMER][NEUTRAL] A short term disability deal?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I was just curious when I did that my policy hasn't changed for a couple of years, so I didn't know if because my pay is different if I needed to update that.
[AGENT][NEUTRAL] You can because it does become.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] percent of your income. OK. And what else are you needing, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so can you fill that in? Can you do that if I tell you what I make an hour?
[AGENT][NEUTRAL] No, ma'am, and that's, and I do apologize for the confusion since you're inquiring about increase this is something that you can do right now it is you guys' open enrollment count is what it looks like because it looks like the group was effective [PII] but in order to make these updates we do need an application and it's not something that we do over the phone and with that we'll be able to provide you with um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Details of what those plans like if you're wanting to increase them what they would be normally that's something our agent handles for us um they're the ones that are able to do the details as far as giving you rates and if you increase.
[CUSTOMER][NEUTRAL] All right. Well, they didn't come out, so I don't know if nobody asked them to come out and I have to have this done by tomorrow because Monday, she has to know.
[CUSTOMER][NEUTRAL] If on my pay period if um.
[CUSTOMER][NEUTRAL] So she'll know what to take out my paycheck.
[AGENT][NEUTRAL] OK. We can,
[CUSTOMER][NEUTRAL] Because I was asking, I said, are the people not come and she's like, well, you, you just need to call them up. They, you know, not not disrespectful or anything.
[CUSTOMER][NEUTRAL] But, uh, and, uh, because anyway, please help me.
[AGENT][NEUTRAL] Yes ma'am. OK, so what I can do, Ms. [PII], is I can give you the number and I can also transfer you to them so they can help you get this situated and I think they may, I don't know for sure they may can get the information over the phone or they can send it to you immediately to get this in, um.
[AGENT][NEUTRAL] We would still have to bill your employer, so even if the deadline wasn't met for tomorrow, we would still have to send a bill and we can send an updated bill um once everything gets done, an updated bill can be sent to them for them to know what's payable for you or deductible for you as far as that is concerned. So, um.
[AGENT][NEUTRAL] Even though she is telling you she needs to know, we can still do it retroactive and send the correct bill and she could pay according to that bill, which is normally what they do anyway, um, so is it.
[CUSTOMER][NEUTRAL] Yes, ma'am, but
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] And I do, I was just gonna say, unfortunately because the upgrades do have to be done through an application is simply why we're referring to the agent. It's not something we do over the phone.
[CUSTOMER][NEUTRAL] OK, can I have, can you transfer me to them and give me their phone number in case we disconnected?
[AGENT][POSITIVE] Yes ma'am, I definitely can just let me know when you're ready and I'm gonna give you the number and then I'll be transferring you.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] The number is, OK, bear with me just a second.
[AGENT][NEGATIVE] Well, it looks like this is their personal number and I don't think we're supposed to be giving that out.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, Ms. [PII]. Let me do this. Let me get a valid phone number for them. Let me call you back and it will be today.
[AGENT][NEUTRAL] Let me make sure
[CUSTOMER][NEUTRAL] Can I give you my you have my cell phone number. Can I give you my work number also?
[AGENT][NEUTRAL] Yes ma'am. What's your work number?
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, the train had cut in. You said it was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] So let me make sure I've got this right [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] got you.
[AGENT][NEUTRAL] And then your cell phone number is [PII], and that's what the representative provided.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is that OK. All right, Ms. [PII], this, you should be hearing from me within the next few minutes. I'm just gonna double check. I just don't want to give you a home phone number because we're not supposed to give those out. So I do apologize for the inconvenience, but let me look into this for you and see how we can help you further, and I will get back to you today. My name is [PII] and I'm in the customer service department.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thank you as well. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No ma'am, thank you for everything.
[AGENT][POSITIVE] Thank you for calling APO and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too. Bye-bye.