AccountId: 011433970860
ContactId: 8586f4ba-5c7c-427f-a9e2-6644cd3e4dc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396769 ms
Total Talk Time (AGENT): 104827 ms
Total Talk Time (CUSTOMER): 184961 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/8586f4ba-5c7c-427f-a9e2-6644cd3e4dc1_20250311T16:20_UTC.wav
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[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] AP[PII]his is Ka[PII].
[CUSTOMER][NEUTRAL] Yeah, I can barely hear you. Can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hey this is St[PII].
[AGENT][NEUTRAL] OK, do you need to speak to Ch[PII]?
[CUSTOMER][NEUTRAL] Um, if you could pull up.
[CUSTOMER][NEUTRAL] I'm sorry, no, anybody can help me. I'm just wanna make sure we pull up an employee and I need to terminate coverage on somebody and I just wanna make sure I'm on sort of the same page with you guys on it.
[AGENT][NEUTRAL] OK. What group are they with?
[CUSTOMER][NEUTRAL] Pathman, P A T H M A N, Pathman.
[AGENT][NEUTRAL] T as in tier or P as in Paul?
[CUSTOMER][NEUTRAL] P as in Paul, P A T H M A N, Pathman.
[AGENT][NEUTRAL] My hands are
[AGENT][NEUTRAL] That's the group name.
[CUSTOMER][NEUTRAL] Yeah, Pathman Pathman Law or Pathman Lewis.
[AGENT][NEUTRAL] Craftsman, um, is that out of Fl[PII]?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[CUSTOMER][NEUTRAL] What do you show them as Pathman Lewis?
[AGENT][NEUTRAL] Bye bye. Yes.
[AGENT][NEUTRAL] Their number is 2407. I now have to backtrack.
[AGENT][NEUTRAL] OK, and the person's name was
[CUSTOMER][NEUTRAL] The employee's name is Ma[PII]This is uh I'm term, yes, Ja[PII]I'm terming the husband.
[AGENT][NEUTRAL] Ja[PII]
[AGENT][NEUTRAL] [PII]eah.
[CUSTOMER][NEUTRAL] So I'm sending you an email right now um I wanna just, I don't remember his name but I'm gonna pull him up real quick. Cats yeah Ka[PII].
[AGENT][NEUTRAL] Is it Al[PII]?
[AGENT][NEUTRAL] All about that, but I don't know like.
[CUSTOMER][NEUTRAL] Yeah, Ja[PII]s uh the employee and we're terming the uh husband from AP[PII]I just wanna make sure you show him. I just put him on and then they changed their mind.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I do
[AGENT][NEUTRAL] I'm gonna start the request, but it's not gonna take it until I get.
[AGENT][NEUTRAL] Is this the only policy that Ja[PII]?
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Is this the only policy what?
[AGENT][NEUTRAL] That she has that we need to take in the family.
[CUSTOMER][NEUTRAL] Yeah, this is the only policy we're just terming her spouse, so I'm just sending you an email it says please term Pa[PII]mployee Ja[PII]a[PII].
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Let me put mayors, I think that's the proper way to say it, Mayor's, um, spouse. I put Ja[PII] spouse only uh please term for Pa[PII]mployee Ja[PII]only her spouse Al[PII]OK. Uh, Ja[PII]I just wanna make sure I, you know, I make it very clear, Ja[PII]ill remain.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That works fine for you.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Covered
[CUSTOMER][NEUTRAL] On the APL plan.
[CUSTOMER][NEUTRAL] And it's effective 31[PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, I just wanted you to, I just wanted to send something in writing so you have it.
[AGENT][POSITIVE] Perfect. Um, I've started with the request and as soon as I get the email, then you invited to new business.
[AGENT][NEUTRAL] Uh, which email address did you send it?
[CUSTOMER][NEUTRAL] I haven't sent it yet. Hang on a second. Let me just K [PII]lease term for Pa[PII]mployee Ja[PII]only her spouse Al[PII].
[AGENT][POSITIVE] I like.
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] It it does answer.
[CUSTOMER][NEUTRAL] Ja[PII]ill remain covered on the APL plan term spouse only effective 31[PII]Where do you want me to send it to the Fl[PII]?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Um, like, sure, wherever you send it, I'll just go get it from wherever.
[CUSTOMER][NEUTRAL] I can send it wherever you want. I'm just putting it in the uh.
[CUSTOMER][NEUTRAL] In the subject line here so I I know when it comes back. OK, alright, so.
[AGENT][POSITIVE] I sort of feel the fine with.
[CUSTOMER][NEUTRAL] OK, I'm sending it to Fl[PII]ales. What is the um what's the group number this way I can put it in here.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] 24017.
[CUSTOMER][NEUTRAL] 24017. OK, perfect. Please term for Pa[PII]ccount number 24017 employee Ja[PII].
[CUSTOMER][NEUTRAL] Ja[PII]nly her spouse, Al[PII]Ja[PII]ill remain covered on the APL plan term spouse only effective 31[PII]OK, perfect. All right, I just sent that over.
[CUSTOMER][NEUTRAL] And uh let me just do this.
[CUSTOMER][NEUTRAL] OK, that's all I needed to do for the moment.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thanks have a nice day I appreciate it.
[AGENT][POSITIVE] You too. All righty.
[CUSTOMER][POSITIVE] Thanks bye bye.