AccountId: 011433970860
ContactId: 260614c6-6a72-4220-af34-abd2b3ee4ec4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94519 ms
Total Talk Time (AGENT): 39236 ms
Total Talk Time (CUSTOMER): 41200 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/260614c6-6a72-4220-af34-abd2b3ee4ec4_20241230T18:53_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 [PII], my name's [PII]. I'm an agent and I need some help please.
[AGENT][NEUTRAL] Sure, how can I help?
[CUSTOMER][NEUTRAL] Uh, policy number is 2152607 [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And how can I help?
[CUSTOMER][NEUTRAL] So I show that he should have two parent family. Can you tell me when his spouse was removed?
[AGENT][NEUTRAL] Sure, let me look that up.
[CUSTOMER][NEUTRAL] Never mind. I show a different spouse, but I would like to know anyway.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Spouse was removed and coverage was changed from family to single parent, effective [PII], um, and that was done uh back in [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, um, can you add another kid for him over the phone or do I have to send an email?
[AGENT][NEGATIVE] You have to send an email unfortunately.
[CUSTOMER][POSITIVE] OK um well thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, no problem. Is there anything I can else I can help with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] You have a great day. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mhm bye bye.