AccountId: 011433970860
ContactId: cbc812a2-efb5-46cb-8450-32743c1b01ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117540 ms
Total Talk Time (AGENT): 43189 ms
Total Talk Time (CUSTOMER): 45015 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/cbc812a2-efb5-46cb-8450-32743c1b01ad_20250224T21:31_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, I'm just calling to make sure that one of my kids got added to my policy.
[AGENT][NEUTRAL] OK, um, sure, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes, [PII] and then [PII].
[AGENT][NEUTRAL] Thank you. And uh do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, 256-681-4.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK. May I have your date of birth, mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] and then [PII].
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the dependent?
[CUSTOMER][NEUTRAL] Uh, it's [PII] there and it's [PII].
[AGENT][NEUTRAL] OK, um, yes, I do see uh that the pendent listed Kay since [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, she is listening. Mhm. Yes.
[CUSTOMER][NEUTRAL] OK, so he's on there now? OK.
[CUSTOMER][NEUTRAL] OK, that's, uh, because, uh, so he's able to use the insurance now correct? because he wasn't on there on Friday.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct, yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right then, thank you.
[AGENT][NEUTRAL] Alright. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon. Bye-bye.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome