AccountId: 011433970860
ContactId: 35173777-5126-4df0-9d93-a07a483a1841
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101639 ms
Total Talk Time (AGENT): 36880 ms
Total Talk Time (CUSTOMER): 66431 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/35173777-5126-4df0-9d93-a07a483a1841_20250327T15:30_UTC.wav
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[AGENT][NEUTRAL] For calling APO how may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII], an agent over in [PII]. How are you this morning?
[AGENT][NEUTRAL] I'm just fine. How are you, [PII]? My name is [PII]. Sorry, I left that out. How can I help you?
[CUSTOMER][POSITIVE] That's right [PII] that's alright.
[CUSTOMER][POSITIVE] Sometimes I forget what I, you know, uh, my last sentence was, so I'm, I'm good.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Listen, I've got, yeah, right, I've got two questions, um.
[CUSTOMER][NEUTRAL] Well, just really one. I, I've got a new applicant here for a group and I just send that into that, uh, [PII]. Is that correct?
[AGENT][POSITIVE] Yes, yes, yes.
[CUSTOMER][NEUTRAL] OK, alright, second question is, is not complicated. Uh, one of the employees in this group, uh, Gas Heat Inc has had a new child born. They already have, uh, employee and family coverage. What do we, how do we need to add that child? I've, I've got the Social Security number and all that stuff if you need it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just send an email to APL to the sales folder like you're going to do and just give us the name of the child, the date of the birth, um, and the social security number if you have it and ask us to please add uh to their policy. That should be all that we need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just send the email
[AGENT][NEUTRAL] Uh-huh, yeah, with all that, with all that information, yes.
[CUSTOMER][NEUTRAL] Is that right? OK, and what, what I say.
[CUSTOMER][NEUTRAL] Just send it to [PII], is that right?
[AGENT][NEUTRAL] Uh-huh, yes, yes.
[CUSTOMER][NEUTRAL] OK, OK, cool, cool, alright, well that's pretty easy that takes care of me today and I'll, I'll think of something more complicated next time to call about.
[AGENT][POSITIVE] OK, all right. Well, you have a great, you're most welcome Flo. You too. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] I just, just, just kidding. [PII], thank you so much. Have a great weekend.
[CUSTOMER][POSITIVE] OK, good day bye.