AccountId: 011433970860
ContactId: faa7463d-399c-474e-b056-b6b6c0fa586c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276299 ms
Total Talk Time (AGENT): 92152 ms
Total Talk Time (CUSTOMER): 82978 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/faa7463d-399c-474e-b056-b6b6c0fa586c_20250221T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][POSITIVE] I'm doing good.
[CUSTOMER][NEUTRAL] OK, um, I have a member on the line, um, that she's calling because she says she, she made some changes to the policy and she removed the husband because he's deceased and, um, she wanted to know if the premium changed, but I, I cannot tell if it did or not. Can you help me with that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure I can. What is the policy number?
[CUSTOMER][NEUTRAL] It is 451-016.
[AGENT][NEUTRAL] 451016.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] Alright, give me just a second so I can pull it up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] I'm looking at the notes because I see some um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Refund this year.
[CUSTOMER][NEUTRAL] Yeah, um, and she did receive the refunds, um, but she, she just wanted to know if, uh, the premium changed any after that. But yeah, I, I, I don't know how to look into changes, not for premium, so I'm like, uh, I don't know, let me check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, uh, give me just a second. I might have to calculate really quick because she's not on a monthly, um, premium. Let me look at it really quick.
[CUSTOMER][NEUTRAL] It looks like it did, but I'm not sure yet. OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'll have to review this, just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she is on semi-annual pay, so that will be 520.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do see here that the premium um went from
[AGENT][NEUTRAL] 31 22 21.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just one.
[AGENT][NEUTRAL] Um, and,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. And the other one, there's another one, ending on 1015.
[CUSTOMER][NEUTRAL] Policy number?
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] 015.
[AGENT][NEUTRAL] OK, that is 1581.
[AGENT][NEUTRAL] It was 9488 semiannually, and now it is 4350.
[AGENT][NEUTRAL] Semi annually.
[CUSTOMER][NEUTRAL] OK. What is, uh, what was the, the amount before?
[AGENT][NEUTRAL] Um, OK, let me go back to it. Um, it was 9486 semiannually, now it is 4350 semiannually.
[CUSTOMER][NEUTRAL] OK, so, um, today was decrease 36 and then there was $10 decrease from the other one.
[CUSTOMER][NEUTRAL] 261 36, OK.
[CUSTOMER][POSITIVE] OK dokey. Now, I can let her know how much she's gonna be paying. I'm just gonna add these two together and give her the amount. OK, thank you. You have a good day.
[AGENT][POSITIVE] You're welcome. You have a nice day too.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.