AccountId: 011433970860
ContactId: bdc88718-50f8-4a30-8df2-a2d4043859a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96559 ms
Total Talk Time (AGENT): 47001 ms
Total Talk Time (CUSTOMER): 40468 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/bdc88718-50f8-4a30-8df2-a2d4043859a2_20250306T13:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have a, well, can you look at this policy with me? I'm trying to, I don't think the, um, part two is supposed to be dropped, but I just wanna make sure.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Um, 2013247.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see where they were added in the notes, but it's they're dropped now, but I don't see anything like in the notes saying.
[AGENT][NEUTRAL] It probably lapsed at one time and when we reinstated it, we probably forgot.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] It says individual, it's individual as of [PII].
[AGENT][NEUTRAL] I wonder who added the spouse.
[CUSTOMER][NEUTRAL] But the
[CUSTOMER][NEUTRAL] The baby wasn't born till [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Looks like we added them for 24.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I, but so the, so the baby is not supposed to be on there at all?
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] It's, it's individual policy, yeah.
[AGENT][NEUTRAL] Let's see, yeah, and they've been paying individual ever since. They, um, Medin has a 30 day thing when the newborn is born that will cover the 1st 30 days.
[AGENT][NEUTRAL] But if they don't add them to the policy and change it to single parent, then we take them all after the 30 days, so that's probably why they're there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] OK. So, um,
[CUSTOMER][POSITIVE] Like the, like the job. OK, thank you. I got it. Alright, bye.
[AGENT][NEUTRAL] All right. All right.
[AGENT][POSITIVE] Mhm bye. Thanks.