AccountId: 011433970860
ContactId: 0f285f27-1da3-44f3-a2f9-b993689395d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122000 ms
Total Talk Time (AGENT): 30855 ms
Total Talk Time (CUSTOMER): 69208 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/0f285f27-1da3-44f3-a2f9-b993689395d9_20250423T21:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I cannot remember if I added my daughter to.
[CUSTOMER][NEUTRAL] The my insurance um policy I have, could you look that up?
[AGENT][POSITIVE] Yes, I can help you with that. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do, I believe, um, the policy number is 02300618.
[AGENT][NEUTRAL] OK, can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] and it is [PII].
[AGENT][NEUTRAL] Hey, [PII], and do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] I do, um, area code [PII].
[AGENT][NEUTRAL] Thank you. I just need two other pieces of information, your um address and your email address.
[CUSTOMER][NEUTRAL] My home address is [PII], and then my email address is [PII].
[AGENT][NEUTRAL] Uh, looks like we might have a work address.
[CUSTOMER][NEUTRAL] OK, it would be [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, then we're checking to see if you had added your daughter, is that correct?
[CUSTOMER][NEUTRAL] Yes, I can't remember if I did back in.
[CUSTOMER][NEUTRAL] Um, November when it was open registration.
[AGENT][NEUTRAL] Uh, it looks like I just have you on the policy.
[CUSTOMER][NEUTRAL] Just me? OK, and we can't add her until November, right?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] OK, perfect. I just wanted to check. Thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] You too thank you bye.