AccountId: 011433970860
ContactId: ce7ed6e6-b0af-4dde-bc50-c479743d96c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151289 ms
Total Talk Time (AGENT): 52710 ms
Total Talk Time (CUSTOMER): 85108 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/ce7ed6e6-b0af-4dde-bc50-c479743d96c2_20250610T20:46_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 [PII], my name is [PII]. I'm calling from SSM Corinal Glenning.
[CUSTOMER][NEUTRAL] Uh, I was trying to verify some benefits to see if a newborn was added to, um, insurance.
[AGENT][NEUTRAL] OK, I can check and see if the newborn has been added for you. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, I mean, [PII]. I'm sorry.
[AGENT][NEUTRAL] Oh, it's OK. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Policy number is 01869495.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] What what's this baby's name?
[CUSTOMER][NEUTRAL] Is this baby's name, uh.
[CUSTOMER][POSITIVE] I like lake, like, huh.
[AGENT][POSITIVE] All right, I have the, the, oh, I'm sorry.
[AGENT][NEUTRAL] I have the policy here.
[CUSTOMER][NEUTRAL] No, I was making sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, can you verify the baby's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII]
[CUSTOMER][NEUTRAL] Yeah, middle name is [PII] and then the last name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] All right, and um thank you so much for verifying the information. All the information provided is a verification of benefits, not a guarantee of payment. And yes, ma'am, I am shown [PII] is added to the policy.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Likely is added. OK, OK, it's active. OK, uh, do you have like a reference number for me? You said your name is [PII].
[AGENT][NEUTRAL] Yes, ma'am, and there's no call reference number, but you can use my name in today's date, and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, and your first name is spelled [PII]?
[AGENT][NEUTRAL] Yes, ma'am, [PII]
[CUSTOMER][NEUTRAL] OK, and you said the first, uh, the, your first name and your last letter last name and then today's date. Alright, I do thank you.
[AGENT][POSITIVE] You're welcome, Mrs. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, that'll be it. Thank you so much.
[AGENT][POSITIVE] Alright. You're welcome. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.