AccountId: 011433970860
ContactId: 89d98477-6e5b-4773-95d1-e5c38dac4096
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169919 ms
Total Talk Time (AGENT): 59352 ms
Total Talk Time (CUSTOMER): 98368 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/89d98477-6e5b-4773-95d1-e5c38dac4096_20250424T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey, hi, it's [PII]. How are you today?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] Yeah, I'm good hey um I have a question. I got an email from customer service and let me give you the policy number and tell me when you're ready.
[AGENT][NEUTRAL] OK, what is it?
[CUSTOMER][NEUTRAL] It's 02517189.
[CUSTOMER][NEUTRAL] And the insured's names
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the insured's name is [PII]
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, so it's real simple. She gave birth to a newborn on May on [PII], but I also emailed customer service saying for whatever reason her policy was purged from the invoice, and they wrote me back and said that the newborn's added, but they didn't tell me if the policy's active. I would assume so, but do you show it's active?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do mhm.
[CUSTOMER][NEUTRAL] OK, alright then I I just don't know why she wasn't on the invoice they never specified why.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm not sure because I do show it just in like in less wait you said for.
[AGENT][NEUTRAL] Active for [PII] or [PII].
[CUSTOMER][NEUTRAL] No, not May, no, no, March and April.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, uh, I don't know if the OSC is, um, in real time updates in real time and usually updates at [PII] Eastern time every morning.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] At least, you know.
[AGENT][NEGATIVE] And it's not showing there.
[CUSTOMER][NEUTRAL] Uh, let me just
[CUSTOMER][NEUTRAL] I don't know. I'm getting into it right now, um, just wanna make sure, yeah, hold on, just give me two seconds thank God I'm jiggy with it.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] No worries
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Unlike most, I know.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I'm not. I'm still.
[CUSTOMER][NEUTRAL] No, I can, I know, I deal with people just like you all day long, believe me.
[AGENT][NEGATIVE] I, I'm, I'm pretty slow with it.
[CUSTOMER][NEUTRAL] Yes, yeah, she's just not appearing. Maybe tomorrow morning she'll appear, but she's just not appearing. But as long as it shows active on your on your part, that's all that matters.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And well, yeah, OK. And when did you email it to customer service?
[CUSTOMER][NEUTRAL] Well, I emailed it this morning at.
[CUSTOMER][NEUTRAL] I, well, I woke up early at [PII] this morning.
[AGENT][NEUTRAL] OK. Um, do you wanna forward it to sales at APL? And I'll just make sure, I'm gonna double check everything and just make sure that on their end, it's all been properly input.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, alright, I'll do that now just to make sure alright thank you.
[AGENT][POSITIVE] Yeah, thank you.
[CUSTOMER][POSITIVE] Alright thanks bye bye.
[AGENT][NEUTRAL] All right bye bye.