AccountId: 011433970860
ContactId: 7c3302c1-5a15-4751-a51f-4ff561a29ed5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354679 ms
Total Talk Time (AGENT): 84778 ms
Total Talk Time (CUSTOMER): 77240 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/7c3302c1-5a15-4751-a51f-4ff561a29ed5_20250624T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling because I have a plan that's gonna I mean I currently have a plan, but we have a new plan that's starting on [PII], um, and I had added my family to the plan so when I was looking online it says coverage individuals so I just wanted to confirm that um my family was also on the plan.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with that information. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. [PII] now. And now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] Yes, the new one.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is 02.
[CUSTOMER][NEUTRAL] 02641984
[AGENT][NEUTRAL] OK, and please verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, and please verify your email address.
[CUSTOMER][NEUTRAL] Uh, I think I don't know if it's my personal or my work, so it's either [PII] or [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. It's, I guess it's your work email address. It's the [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, ma'am. One moment, please.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK. And actually, ma'am, for that um information regarding um the dependent on your policy, I do need to get you over to a different department so they can further discuss that with you. Um, you've actually reached the claims department. Is there anything else that I can assist you with in the claims department?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, no, no, it was just that.
[AGENT][NEUTRAL] OK, one moment while I get you transferred.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mm, no problem.
[CUSTOMER][NEUTRAL] Going back to my fence
[CUSTOMER][NEUTRAL] I walked in
[CUSTOMER][NEUTRAL] There's
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] in the claims department.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, yes, ma'am. I have a um member on the line. She's calling to verify if um her dependents were added to her new policy, and I pulled up her new policy that starts in July, but it's still showing that she's the only one on the policy. So could you further assist her? Do you know where I need to transfer her to for further assistance?
[CUSTOMER][POSITIVE] Yeah, I can help
[AGENT][NEUTRAL] You can help
[CUSTOMER][NEUTRAL] Yeah, I can help her. Do you have her, do you have her policy?
[AGENT][NEUTRAL] Yes, her policy number, well, the new policy number that starts in July is 02641984.
[CUSTOMER][NEUTRAL] OK, and that's [PII].
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, and she's been verified.
[AGENT][NEUTRAL] Yes, I've verified everything on our policy.
[CUSTOMER][POSITIVE] OK perfect you can send her through.
[AGENT][POSITIVE] OK. Here she is. Thank you.
[CUSTOMER][POSITIVE] Thank you.