AccountId: 011433970860
ContactId: 16316fe0-2a54-44ed-8efa-659333eaef64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141509 ms
Total Talk Time (AGENT): 39958 ms
Total Talk Time (CUSTOMER): 43098 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/16316fe0-2a54-44ed-8efa-659333eaef64_20250428T22:48_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good afternoon. My name is [PII]. I have a question about my uh policy through you guys.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, I do. My policy number is.
[CUSTOMER][NEUTRAL] 02559192.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I could verify your date of birth and address.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Address is [PII].
[AGENT][NEUTRAL] All right, thank you. And then, what kind of questions did you have?
[CUSTOMER][NEUTRAL] I, I just managed to get into my online account. I noticed that my spouse is listed as lapsed. Is there anything I can do to fix that through you guys?
[AGENT][NEUTRAL] Let me check and see.
[AGENT][NEUTRAL] Usually any changes that you need to make are done through your employer.
[CUSTOMER][NEUTRAL] You said normally.
[AGENT][NEUTRAL] Yeah, I'm double checking to see if there's an allotment like something different for your particular group here. Give me just one second.
[AGENT][NEUTRAL] OK, yeah, so it looks like um any changes that you need to make to your plan need to go through your employer directly.
[CUSTOMER][POSITIVE] OK. Thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][NEUTRAL] Bye bye.