AccountId: 011433970860
ContactId: bbde1278-6f80-4970-b649-714fbeeeb2d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167240 ms
Total Talk Time (AGENT): 72473 ms
Total Talk Time (CUSTOMER): 89283 ms
Interruptions: 4
Overall Sentiment: AGENT=2.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/bbde1278-6f80-4970-b649-714fbeeeb2d3_20250320T21:25_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] Hi, um, I wanted to do, uh, I, I forgot what it's called, whatever, change of coverage event or whatever, just add my, my son that we had a, a baby born a couple of days ago.
[AGENT][POSITIVE] OK, well, I can definitely help you with your newborn addition. Well, congratulations on your little 1 May I have your name? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I don't I I don't do that.
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so phone number is [PII]. The policy number is 16 0 no sorry, let's do this 1, 2,605,470.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] OK, so date of birth [PII] and the email should be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payments. Hold on one moment.
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So let me see.
[AGENT][NEUTRAL] And Mr. [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, because it's yeah.
[AGENT][NEUTRAL] OK, hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So to add the newborn, it's um you definitely can do that, but because the policies come from the employer, we have to get the change from the employer. Um, so you would just contact your HR department, your benefits department and let them know that you need to add a newborn, and they'll send it to us in writing and then we'll go ahead and add the baby for you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's how.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][POSITIVE] All right. Was there anything else I can help you with today? You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day and get some rest.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Oh