AccountId: 011433970860
ContactId: a4f2f552-2557-4085-b614-cc83c9868ff7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191740 ms
Total Talk Time (AGENT): 67110 ms
Total Talk Time (CUSTOMER): 92816 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/a4f2f552-2557-4085-b614-cc83c9868ff7_20250409T20:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, this is, um, [PII].
[AGENT][NEUTRAL] How may I assist you today?
[CUSTOMER][NEUTRAL] Say that again, I can hear you.
[AGENT][POSITIVE] How may I help you today?
[CUSTOMER][NEUTRAL] Uh yes, I'm calling on behalf of my husband. Um, he can't, he, he can't really talk right now, but I didn't need to know if we had to activate insurance or how do we go by doing that.
[AGENT][NEUTRAL] OK. Um, may I have a callback number just in case we get disconnected, followed by the policy number if you have it?
[CUSTOMER][NEUTRAL] Yes ma'am, yeah, it's um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] Um, the policy number is um 002.
[CUSTOMER][NEUTRAL] You know what, I can't even see that. OK, hold on. Can you read that number down? Hold on, let him read it. Hold on. She want the policy number. I can't, I can't see that number. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Deposit them.
[AGENT][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] I know, the letter was so little. I can't even see it myself. How long he's gonna look at it. He's gonna see if he can see it. Let me walk right. They're kind of tiny.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, hold on.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I tell her that.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] OK, um, let me walk outside. I'm outside on Facebook. OK, um, 02609176.
[AGENT][NEUTRAL] OK. And may I have your date of birth for security since I got you on the line?
[CUSTOMER][NEUTRAL] Yeah, uh, my birthday is [PII].
[AGENT][NEUTRAL] OK, and the mailing address on file for verification.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. All right, so it looks like this policy is already active, so you don't have to do anything. You can just start using the policy.
[CUSTOMER][NEUTRAL] OK, I have a question for you guys. um, does he have a vision on this?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, this one doesn't have vision included. This is just medical.
[CUSTOMER][NEUTRAL] OK, so there's no dentist, just medical.
[AGENT][NEUTRAL] No, this one is just medical. Um let me see if you have a uh separate dental. Um, yeah, you do have a separate dental.
[CUSTOMER][POSITIVE] I think it's good.
[AGENT][NEUTRAL] You should be receiving a separate card for that.
[CUSTOMER][NEUTRAL] I have to call them.
[CUSTOMER][NEUTRAL] OK, yeah, I, I think I do have that. OK. All right, well, um, so, um, I'll, um, OK, I'll call the dental, um, and then see what, but, but it's already activated, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It is activated, yes. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, on both of them?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] For the um for the dental in here. OK. All right, well, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, that's it.
[AGENT][POSITIVE] OK, thank you for calling APO. Have a good afternoon, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.