AccountId: 011433970860
ContactId: f9d36ec8-0735-41fc-8a35-b03133caaae8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240639 ms
Total Talk Time (AGENT): 90989 ms
Total Talk Time (CUSTOMER): 80529 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/f9d36ec8-0735-41fc-8a35-b03133caaae8_20250213T17:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there. Um, yes, I am a relatively new agent and I am sorry to say I have not gone online, but I need to know what, um, one of my, um, employee, employees coverage is. Um, is there any way that you can kind of guide me online or I could give you his name?
[AGENT][NEUTRAL] Um, now, and you're a broker in this.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Is it with one of your groups is.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, do you have a policy number for this insured?
[CUSTOMER][NEUTRAL] Um, I, I have his, I have his name.
[AGENT][NEUTRAL] OK, what group is he with though? Can you tell me that?
[CUSTOMER][NEUTRAL] OK, he, it was um.
[CUSTOMER][NEUTRAL] I do, um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], let me look that up.
[AGENT][NEUTRAL] And you're the agent? Is that correct? OK, and what's your name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] and my last name is [PII].
[AGENT][NEUTRAL] OK, just wanted to verify before I start.
[CUSTOMER][POSITIVE] Right, I, yeah, I totally.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, and who are we talking about? Who's the insured?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like [PII] has 4 different policies with us. He has a, a CI policy with us, um, group term life, disability, and accident.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um, how, how much is he paying for his CI?
[AGENT][NEUTRAL] For his DI 5750.
[CUSTOMER][NEUTRAL] OK, so he has, um, all right, I apologize. That was, OK, so his critical illness, what is the premium on that?
[AGENT][NEUTRAL] 126 57.
[CUSTOMER][NEUTRAL] OK, and then his um next one?
[AGENT][NEUTRAL] Uh, group term life, $70.50.
[CUSTOMER][NEUTRAL] OK, and then the next one?
[AGENT][NEUTRAL] Uh, disability is 5750.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] An accident is 2409.
[CUSTOMER][NEUTRAL] OK. The, um, the, the disability, um,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Did what can can you see what the what the coverage is?
[AGENT][NEUTRAL] Um, let me see if I can see any.
[AGENT][NEUTRAL] Um, it looks like.
[AGENT][NEUTRAL] Option two, the amount is 2500.
[CUSTOMER][NEUTRAL] For 6 months.
[AGENT][NEUTRAL] Um, I
[AGENT][NEUTRAL] Don't know the details any further.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then just I, I
[AGENT][NEUTRAL] That's all that I can see, all of that I have access to.
[CUSTOMER][NEUTRAL] OK, thank you so much for your help. Now, what, um, I have like all my, um, you know, my passwords and everything. What is the, um, what is the, um, the URL for Ame for me to get online and I'll go ahead and get online and look through stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh, not a problem. Um, our web you can get on through our website. Um, it's a [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you, dear. Have a great day.
[AGENT][POSITIVE] Uh-huh. Thanks. Have a great day. Thanks.
[CUSTOMER][NEUTRAL] Bye bye.