AccountId: 011433970860
ContactId: ba2cc90a-9905-4df1-b52f-b98a81ea12d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120279 ms
Total Talk Time (AGENT): 30397 ms
Total Talk Time (CUSTOMER): 63110 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/ba2cc90a-9905-4df1-b52f-b98a81ea12d2_20250423T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII], if you could pull up M and our distributors, I just want to confirm coverage for two of the employees. M as in Mary, R as in red, uh, distributors, um, I think I can tell you the group number. I think I remember I think it's 2592525925.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And who are you wanting to confirm as coverage?
[CUSTOMER][NEUTRAL] The coverage that you show for [PII], [PII] on, should be on with his wife [PII] and his baby named [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think his wife came on for [PII] or [PII]. She just recently came on, maybe it's [PII].
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] I have [PII] and [PII] both on there.
[AGENT][NEUTRAL] On his policy.
[CUSTOMER][NEUTRAL] OK, and [PII]'s effective date is when? When do you show her effective?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because she had a loss of coverage and I had to add her for I think it's [PII].
[AGENT][NEUTRAL] [PII] is the effective date.
[CUSTOMER][NEUTRAL] OK, thank you. OK, and then [PII]
[CUSTOMER][NEUTRAL] I don't remember how to spell it exactly. It's [PII]
[AGENT][POSITIVE] You're good. He's.
[AGENT][POSITIVE] He is effective, he is um effective 51.
[CUSTOMER][POSITIVE] OK, thank you very much appreciate your help.
[AGENT][POSITIVE] Of course, yeah, you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye