AccountId: 011433970860
ContactId: b81369d0-71a7-42df-a60e-e2ba5a40e0e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115400 ms
Total Talk Time (AGENT): 27976 ms
Total Talk Time (CUSTOMER): 42229 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/b81369d0-71a7-42df-a60e-e2ba5a40e0e9_20250108T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm not sure if I chose the correct option from the menu, but, um, I am, uh, the administrator of, of our company's, um, uh, insurance policies at work, and I, um, one of our employees wants to change their coverage, wants to drop on a couple of options. Do I do that with you or do I wait until the bill is available and then change the invoice?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You could change the invoice um let me go ahead and get that pulled up. I'm sorry you you are the group admin?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK and again just to verify um this employee just wants to drop a couple of coverages but not all of them right? they're still going to keep them?
[CUSTOMER][MIXED] Correct. They wanna keep cancer but drop the, um the others group accident, critical illness in the hospital, yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, I understand. All right, let's see, um, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And then [PII], uh, can I get a good cob?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, you just, uh, went out.
[CUSTOMER][NEUTRAL] Uh hello?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] [PII], can you hear me?
[CUSTOMER][NEGATIVE] Uh, I still can't hear anything. I'm gonna call back in a little bit.