AccountId: 011433970860
ContactId: 35f97cc1-b6d2-4ad8-8680-621fb9c81b98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64069 ms
Total Talk Time (AGENT): 27852 ms
Total Talk Time (CUSTOMER): 27323 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/35f97cc1-b6d2-4ad8-8680-621fb9c81b98_20250609T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. Hi, this is [PII]. Um, can you look at a policy with me please?
[AGENT][NEUTRAL] Sure, what's the policy number?
[CUSTOMER][NEUTRAL] 262-322-1.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I'm looking for a dependent to be on the policy, um, name is [PII].
[CUSTOMER][NEUTRAL] It shows a family plan, but I do not show [PII]'s name on this on this policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, so I think this would actually be something that the care team would handle, um, it's not they're not wanting to escalate the call, are they?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, no, I just have a provider on the phone with the, um, trying to get benefits.
[AGENT][NEUTRAL] OK. OK, OK.
[AGENT][POSITIVE] OK, yes, uh, so you can get with uh the care team and um I believe they actually get some of these a lot, so they should be able to assist you with that.
[CUSTOMER][POSITIVE] Oh OK all right thank you so much.
[AGENT][POSITIVE] Uh, no problem.