AccountId: 011433970860
ContactId: b8dda168-eb7a-4f74-8891-b20358a057af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134149 ms
Total Talk Time (AGENT): 53610 ms
Total Talk Time (CUSTOMER): 80608 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/b8dda168-eb7a-4f74-8891-b20358a057af_20250423T17:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. How are you?
[AGENT][POSITIVE] I'm doing well. How are you doing?
[CUSTOMER][NEUTRAL] Girl, it's Wednesday. We still got 2 days. We're almost there, 2 more days to go, baby. Oh she said, hold on. OK, baby, I'm gonna hold on.
[AGENT][NEUTRAL] It's Wednesday, we're almost there.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But they say just keep on keeping on.
[CUSTOMER][NEUTRAL] Um, I'm trying to, yeah, I gotta keep on strolling, keep on stepping. So I'm trying.
[AGENT][NEUTRAL] Uh, keep on something yeah.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] I heard to say keep on stepping. I'm a stepper.
[CUSTOMER][NEUTRAL] OK, sounds good. um, I'm trying to see if a dependent is under this account if you can check for me please.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, I can. May I have you?
[CUSTOMER][NEUTRAL] Um, account number.
[CUSTOMER][NEUTRAL] 022980998 and I'm looking for eligibility for um [PII], and birthday [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] All right. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh-huh, my name is [PII], [PII].
[AGENT][NEUTRAL] Thank you for that, and I believe I have [PII] here. I just need you to verify, um, oh, well you already gave the date of birth. Thank you for verifying. I'm sorry. Um, so I am showing the policy is active, it's been effective since [PII] for [PII].
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] OK, and let me just write it down. [PII].
[AGENT][NEUTRAL] No, ma'am, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you, and there's no waiting period there's no waiting periods under this plan for anything and if it is, it should be over with by now, correct?
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Correct, it's only a 12-month waiting period, so yes, it would have been um satisfied.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh OK. Thank you. Have a good day.
[AGENT][POSITIVE] Yeah, you're welcome, Ms. [PII]. Thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.