AccountId: 011433970860
ContactId: f9065619-ccc4-4a0d-836b-299628a33a42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111019 ms
Total Talk Time (AGENT): 22160 ms
Total Talk Time (CUSTOMER): 86679 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/f9065619-ccc4-4a0d-836b-299628a33a42_20250121T17:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII] with the care team. How you doing?
[AGENT][POSITIVE] Mm I'm good. How are you?
[CUSTOMER][POSITIVE] Hey, I am, I'm wonderful. Thank you very much for asking, Ms. [PII]. Um, I have an insured on the line with a group term life insurance policy through BIC, um, and the member ID is 2584426.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And he is just like working part time and he wants to know, um the insured, he wants to know.
[CUSTOMER][NEUTRAL] If he were to miss a week of work for this policy, um, [PII] says that we would send out a bill saying that like, you know, his premium was missed for the week and we would bill him directly for missed premiums, and I'm just not sure how that works because
[AGENT][NEUTRAL] Uh, we do not send individual, we do not send anything to big insured. It would need to go through benefits in a card.
[CUSTOMER][NEUTRAL] So [PII] would send, so he was probably because he talked to [PII] yesterday and he was confused so APL would not submit a bill requesting money it would come from the benefits in a card group if they were going to be doing that, OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, we don't send anything to big insureds.
[CUSTOMER][NEUTRAL] That's what I thought, and he's, you know what I mean, I just wanted to like, make sure, because I
[CUSTOMER][NEUTRAL] One I didn't wanna say yeah you can expect the bill, you know what I mean.
[AGENT][NEUTRAL] Yes, ma'am. Yeah, we don't see anything to be in church.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will, I will let him know that if that that was going to come it would be coming from [PII] and that um he already has their contact number but he might follow back up with them to just verify that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Right.