AccountId: 011433970860
ContactId: 83004015-7755-43b2-bd1a-026ebd09de50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159289 ms
Total Talk Time (AGENT): 70230 ms
Total Talk Time (CUSTOMER): 66553 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/83004015-7755-43b2-bd1a-026ebd09de50_20250115T14:51_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, I received a letter. I'm just receiving it on. It was supposed to [PII], so, um, one of my policies, uh, I have my granddaughter on it, and it says she's of age now, so I'm trying to find out what should I do.
[AGENT][NEUTRAL] All right, uh, miss, may I have your name, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Last name [PII] and first name [PII] Last name will be [PII]
[CUSTOMER][NEUTRAL] I have the policy number too.
[AGENT][NEUTRAL] Um, yes, can I have the policy number, please?
[CUSTOMER][NEUTRAL] 02387086
[AGENT][NEUTRAL] Alright, hold on for me just a second while I pull up your policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, Ms. [PII], I was able to pull up your policy. Um, just for verification steps, do you mind um telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Address was [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And the dependent we are requesting information about is um let's.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I see. Yeah, she is indeed of her age. Um, as for actions from you, um, unless she is, um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Handicapped or has any disability that and she needs to remain under your coverage, um, we will need you to provide the documentation for us, um, in order to keep her active under your policy in case it is not the um the case for her, um, we will be just dropping her from your coverage and there's no action needed from you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. I just have to find another policy to put her on.
[AGENT][NEUTRAL] All right. Is there anything else that I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right. Thank you for calling APL and I hope you have a nice day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.