AccountId: 011433970860
ContactId: 8489299d-f261-489e-9683-a0cdc9a515c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144820 ms
Total Talk Time (AGENT): 35806 ms
Total Talk Time (CUSTOMER): 78379 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8489299d-f261-489e-9683-a0cdc9a515c7_20250602T13:31_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[AGENT][NEUTRAL] I'm sorry, give me your first name again.
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] And the first initial of my last name was the letter [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. And how can I help you, [PII]?
[CUSTOMER][NEUTRAL] I just wanted to check to see if this plan requires an authorization as a secondary to her other insurance that she has this member that I have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I could check that for you. What's the policy number?
[CUSTOMER][NEUTRAL] Sure, give me one second, I'm just pulling her back up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, where did she go?
[CUSTOMER][NEUTRAL] Oh [PII], sorry, hold on one second, I just closed out of her and now I have to find her again.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Shoot, come on.
[CUSTOMER][NEUTRAL] Come on, come on.
[CUSTOMER][NEUTRAL] OK, here it is, um, ID number is 01939.
[CUSTOMER][NEUTRAL] 269 for [PII] and I have to get you her date of birth one second.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][POSITIVE] Gotta love technology when it wants to work it's amazing.
[AGENT][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Yeah when today.
[CUSTOMER][NEUTRAL] Here she is [PII].
[AGENT][NEUTRAL] OK, thanks for that information, [PII]. What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely I'm at [PII] direct.
[AGENT][POSITIVE] Thank you and you're wanting to know if prior off is required, it's not required.
[CUSTOMER][NEUTRAL] It's not. Oh, that's music to my ears. You have no idea. Um, and is there a call reference to speaking with you on this?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call. It's [PII] last name is [PII]
[AGENT][NEUTRAL] As in [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much for your help. I really appreciate it and I hope you have a good rest of your day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.