AccountId: 011433970860
ContactId: 8c06aad9-831b-4325-b1cb-2aab122b40b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159160 ms
Total Talk Time (AGENT): 45059 ms
Total Talk Time (CUSTOMER): 55009 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/8c06aad9-831b-4325-b1cb-2aab122b40b2_20250410T19:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yes, hello. Good afternoon, [PII]. My name is [PII]. Benefits in our car. I was calling to see if I could have the policy number of one of our members that became active this Monday.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with um
[AGENT][NEUTRAL] You're, uh, insured. Can you please give me the group number?
[CUSTOMER][NEUTRAL] Uh, we do not have a group number. I have a full social if that helps.
[AGENT][POSITIVE] OK, yes, that would help.
[CUSTOMER][NEUTRAL] All right, let me know when you're ready.
[AGENT][POSITIVE] I'm ready for the social, yes ma'am.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a second to look that up.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] What is the insured's name?
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Her last name is [PII]
[AGENT][NEUTRAL] OK. All right. I'm not pulling her up at this time. You said she was supposed to be issued on what day?
[CUSTOMER][NEUTRAL] She just became active [PII].
[CUSTOMER][NEUTRAL] It's OK if you can't see her on, on your system because I know during their first week of activation, it's a little bit hard to get their information in since it's still being loaded but I was just calling to see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is, yes.
[CUSTOMER][NEUTRAL] Yeah, I was like let me call and see maybe if they have access to it.
[AGENT][POSITIVE] No, ma'am. I don't see that insured yet. OK. All right, Ms. [PII]. You have a beautiful day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Well, that's OK. Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.