AccountId: 011433970860
ContactId: aaf673c7-8dee-4cd4-af24-6e52b0d50e85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147419 ms
Total Talk Time (AGENT): 71199 ms
Total Talk Time (CUSTOMER): 65288 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/aaf673c7-8dee-4cd4-af24-6e52b0d50e85_20250328T17:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII] with newborn Associates, and I just needed to check and see if a baby was added to a policy please.
[AGENT][NEUTRAL] Of course I can see if they've been added uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] I do. What I have is 01098613.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Thank you and I have mother's name she is supposed to be the subscriber on that.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, do you have her date of birth?
[CUSTOMER][NEUTRAL] I do. Her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. One moment please. That was a bit of an older policy I pulled up.
[AGENT][NEUTRAL] OK, and what was the baby's name? Or the patient, I guess.
[CUSTOMER][NEUTRAL] The, the baby's, uh, right, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Awesome. OK, thank you so much for verifying all of that, [PII]. So [PII] has been added to this policy. Um, now the policy number that you gave me, uh, was a bit older um I can give you this newer policy number whenever you're ready. This one is active and has uh [PII] listed. OK, uh, that is 002.
[CUSTOMER][POSITIVE] Uh, I'm ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 03
[AGENT][NEUTRAL] 0124.
[CUSTOMER][NEUTRAL] OK, what I understood was 02030124.
[AGENT][POSITIVE] That's correct, yes ma'am.
[CUSTOMER][NEUTRAL] Alright, is there a group number?
[AGENT][NEUTRAL] Yes, give me just a moment, I'll get that for you. That group number is 11655.
[CUSTOMER][NEUTRAL] That's the same one, OK, and I'm sorry I missed your name. What was it, hon?
[AGENT][NEUTRAL] That's OK. It's [PII]
[AGENT][NEUTRAL] Was there anything else I can help you with, [PII] [PII]?
[CUSTOMER][NEUTRAL] Alright, that's it.
[CUSTOMER][POSITIVE] That's it thank you so much. I appreciate your help.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.