AccountId: 011433970860
ContactId: 3c45af83-707d-4a19-a6b7-18d0d0a39f1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206419 ms
Total Talk Time (AGENT): 59391 ms
Total Talk Time (CUSTOMER): 88608 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/3c45af83-707d-4a19-a6b7-18d0d0a39f1b_20250127T17:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm an agent and I'm calling on behalf of a client.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I try to get a hold of customer service but it it just.
[CUSTOMER][NEUTRAL] It, it wasn't going into, uh, so that's why I'm calling the broker resource center. I don't know if I'm in the right place.
[AGENT][NEUTRAL] OK. Well, we'll, we'll get you squared away. What's the name of the group, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's called uh Weston.
[CUSTOMER][NEUTRAL] Let me make sure I got how you guys have it.
[CUSTOMER][NEUTRAL] No, they have it underneath First Baptist Western Christian Academy.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK. And [PII], who's the writing agent on this?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and you're in [PII]'s office?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][POSITIVE] OK. How can I help you today?
[CUSTOMER][NEUTRAL] Well, I was just checking. We had a client that had a baby and I was just checking and it hasn't been added to the, uh, the gap plan.
[AGENT][NEUTRAL] OK. Did something get sent over to us to add the child?
[CUSTOMER][NEUTRAL] I, I don't know that's what I'm saying is I see it's not on there. Well, do I need to fill something out?
[AGENT][NEUTRAL] Um, who is this on?
[AGENT][NEUTRAL] Let me take a peek.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, let me see, do you.
[CUSTOMER][NEUTRAL] OK. The last name is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I got [PII].
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Alright I'll go right through here. Um, I see him on your bill. Oh, I see [PII], uh.
[CUSTOMER][NEUTRAL] Dilo, there's somebody that, where's [PII]?
[AGENT][NEUTRAL] [PII] was removed from the policy.
[AGENT][NEUTRAL] I don't say when, but he was removed, so she's single parent family is what she's showing.
[CUSTOMER][NEUTRAL] OK, so she, she had a child on [PII].
[AGENT][NEUTRAL] OK. We've got 2 of the children, but we don't have the uh the newborn. So what you need to do is send us an email with the baby's full name, your full date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we'll get that added in.
[CUSTOMER][NEUTRAL] OK, just send it to the sales or whatever.
[AGENT][NEUTRAL] Yeah, you'll send that over to [PII] or sales.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, [PII], is there anything else I can do for you today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, I just need to make sure that it was added.
[AGENT][POSITIVE] OK. All right. Thank you so much. Mm. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Bye.