AccountId: 011433970860
ContactId: f6cb992f-158d-46f9-80b6-107e8c28f3b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226860 ms
Total Talk Time (AGENT): 70158 ms
Total Talk Time (CUSTOMER): 61933 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/f6cb992f-158d-46f9-80b6-107e8c28f3b2_20250114T15:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] over in billing. How are you?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][NEUTRAL] I'm OK. I got a quick question for you. Could you look at a policy for me?
[AGENT][NEUTRAL] Sure. Um, give me just a second to make a note and I'll be ready.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, what is that policy number?
[CUSTOMER][NEUTRAL] 2145932
[AGENT][NEUTRAL] 2145932.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 59.
[CUSTOMER][NEUTRAL] 2. Yes, ma'am. From Matt Combs.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Jus comes.
[CUSTOMER][NEUTRAL] So they're calling about his rate, his um premium, and she was saying that he is um she's she's wondering if she he was being billed uh the wrong rate because of his age, but is this one of those policies that would be at the date of issue?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, we, mhm, yes, we respect his age, age of issues, so will remain at [PII], so it will be still under that [PII] age.
[CUSTOMER][NEUTRAL] That that's what he would be charged?
[CUSTOMER][NEUTRAL] OK, so his rate would stay the same unless he cancels it or whatever.
[AGENT][NEUTRAL] Yes, and unless um it cancels the policy and it goes over um certain months, over 3 months after um we reinstate it.
[CUSTOMER][POSITIVE] OK, awesome thank you so very much. I um just needed to make sure of that because I'm not 100% familiar with all the policies yet so I just wanted to make sure.
[AGENT][NEUTRAL] Or let me, let me, let me just check really quick just to make sure it is um that age issue.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'll look at the group really quick.
[CUSTOMER][NEUTRAL] Yeah, he was [PII] at the age of this year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'll look at the group really quick and see just to make sure we have it correct.
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] I got the wrong one.
[AGENT][POSITIVE] OK, yes, we will be respecting that agent at issue.
[CUSTOMER][POSITIVE] OK awesome. Just one other question, how do I let go of you and get back to her without hanging up on her?
[AGENT][NEUTRAL] Um, I will hang up.
[CUSTOMER][POSITIVE] OK, I just let that happen. OK, thank you.
[AGENT][POSITIVE] All right. You're welcome.