AccountId: 011433970860
ContactId: 1a63588a-8bc8-42eb-8814-0bb04513a151
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148199 ms
Total Talk Time (AGENT): 65061 ms
Total Talk Time (CUSTOMER): 85688 ms
Interruptions: 3
Overall Sentiment: AGENT=-0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/1a63588a-8bc8-42eb-8814-0bb04513a151_20250221T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][POSITIVE] Hey! Happy Friday.
[AGENT][POSITIVE] Happy Friday, [PII].
[CUSTOMER][NEUTRAL] Hey, I just have a question. I was wondering if you could check something for me. It's on policy 2292679.
[AGENT][NEUTRAL] OK, what you got.
[AGENT][NEUTRAL] All right, let me pull up a screen here.
[CUSTOMER][NEUTRAL] Pull up a screen.
[AGENT][NEUTRAL] Fathers girl.
[AGENT][NEUTRAL] 2292679. OK.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So this is on [PII] Hawkins.
[CUSTOMER][NEUTRAL] Part 4. This is a newborn, and she said that he was supposed to be, his affected date should have been November.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] How can you tell for the newborn?
[AGENT][NEUTRAL] Look, OK, go to [PII].
[CUSTOMER][NEUTRAL] Oh, right. What's date of birth, yeah.
[AGENT][NEUTRAL] And, and there's a.
[AGENT][NEUTRAL] Well, next to it it's effective date.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] But OK, that's what I needed to know.
[CUSTOMER][NEUTRAL] I was trying to look in the notes and I couldn't figure out the you know just said.
[AGENT][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Corrected effective date.
[CUSTOMER][NEUTRAL] On [PII] I'm like.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Well, how do you
[AGENT][NEGATIVE] I can't do much.
[CUSTOMER][NEUTRAL] You know sometimes you just skim over these screens and there's just so much information.
[AGENT][NEGATIVE] Just a butt load of information. I know, and oh my [PII], I could be looking right at it and not see it.
[CUSTOMER][NEUTRAL] Me too.
[AGENT][NEGATIVE] I am not kidding, [PII]. It is horrible.
[CUSTOMER][POSITIVE] I'm right there with you, girls. I think it's our generation. I mean, well, OK, forgive me, but our age, that's right.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] We don't blame it on that anyway, aren't we?
[CUSTOMER][NEUTRAL] We've seen so much in our life, we just kind of skim over things.
[AGENT][NEUTRAL] Hey girl, girl, ain't it the truth. Ain't it the truth. Lord have [PII]. Yeah, no, it's [PII].
[CUSTOMER][NEUTRAL] OK, so I can go back to.
[CUSTOMER][POSITIVE] Good. All right. I'll get back to Ms. [PII]. Thank you. I just wanted to verify that. Appreciate you, [PII]. Have a great weekend. Bye-bye.
[AGENT][POSITIVE] You're welcome, dear, anytime. Bye, dear. You too, honey. Bye.
[CUSTOMER][NEUTRAL] Bye.