AccountId: 011433970860
ContactId: 388a037e-87bb-4544-84fd-04e8b8575d0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170880 ms
Total Talk Time (AGENT): 30465 ms
Total Talk Time (CUSTOMER): 32627 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/388a037e-87bb-4544-84fd-04e8b8575d0e_20250506T13:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, could you, uh, can you hear me now? Cause I don't think you can hear me the first time.
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Hey, uh, I was trying to see how much, uh, I mean, is there a way that I can add my wife to my policy?
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't.
[AGENT][NEUTRAL] OK, uh, what's your last name or your social?
[CUSTOMER][NEUTRAL] Oh, but Butler.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm getting that pulled up. One moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, it looks like you'll have to check with um your employer on adding your wife. Um, I can get you transferred over there if you if you want me to.
[CUSTOMER][NEUTRAL] OK, that's, uh, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Group universal Benefits.
[AGENT][NEUTRAL] Um, is this UTBA?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, um, this is [PII] from APL and I've got uh one of your employees on the line who wanted to check about adding his wife to his policy.
[CUSTOMER][NEUTRAL] OK, you can put him through.
[AGENT][NEUTRAL] OK, here you go.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Uh, can I have your last name? I'm sorry.
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] And