AccountId: 011433970860
ContactId: 4d925f4d-5dd5-4a4f-ab51-d52ad79ea349
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148000 ms
Total Talk Time (AGENT): 74065 ms
Total Talk Time (CUSTOMER): 60782 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/4d925f4d-5dd5-4a4f-ab51-d52ad79ea349_20250130T20:29_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][POSITIVE] Yes I can.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] I'm sorry, this is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] Hey, I'm doing so good. This is [PII] with the care team. How are you doing, Ms. [PII]?
[AGENT][POSITIVE] Oh, hey, Ms. [PII], I'm good. How you not recognize your voice at all.
[CUSTOMER][NEUTRAL] No, that's OK. How's it going?
[AGENT][NEUTRAL] It's going, it's going, that's all I can say. How are you doing?
[CUSTOMER][NEUTRAL] Well, you know,
[CUSTOMER][POSITIVE] I'm great. I just came from the all-co meeting, so I have a full belly and a good attitude.
[AGENT][POSITIVE] That's right. That's exactly right. Good deal. Good deal. What can I do for you, Miss [PII]?
[CUSTOMER][NEUTRAL] Hey, so I actually have a group representative on the line and I was trying to find out what to do in Guru, but I couldn't tell. Um, she has a new dependent on one of the policies she added in for her employee, and the, the effective date should have been the date of birth [PII], but it's showing the effective date is [PII] and she was seeing what we could do to get that changed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, right.
[AGENT][NEUTRAL] Ask her
[AGENT][NEUTRAL] To send an email.
[AGENT][NEUTRAL] To the care team, of course, um, and it'll go to customer service to have this state corrected and that way if customer service needs any additional email they can correspond back with her.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I have the policy number included on that and then send it to the care team to correct the date.
[AGENT][NEUTRAL] Right, right, just ask her to send the information to the care team. Like I said, it'll go, you'll, it'll be pushed through to uh customer service to have the effective date corrected for the newborn and um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like I said, then they'll have the email to correspond with the with her to to.
[CUSTOMER][NEUTRAL] OK, so we just need that written record um through email.
[AGENT][POSITIVE] Right, right. Just something to get the ball rolling something in writing.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] I love that. Perfect. I will absolutely let her know that. Thank you so much.
[AGENT][POSITIVE] You are wonderful. Thank you, [PII].
[CUSTOMER][POSITIVE] Hey, my pleasure. You take care. I'll talk to you soon, I'm sure.
[AGENT][POSITIVE] You too, honey.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][POSITIVE] All right thanks bye.