AccountId: 011433970860
ContactId: d0d07b85-1241-4883-af2d-354442541cce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132330 ms
Total Talk Time (AGENT): 78226 ms
Total Talk Time (CUSTOMER): 60384 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/d0d07b85-1241-4883-af2d-354442541cce_20250429T17:30_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], how you doing?
[AGENT][POSITIVE] I'm good how are you? Who have I got?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh hi, Ms. [PII] I'm good. um, how are you, dear?
[CUSTOMER][POSITIVE] I'm good, Ms. [PII], thank you for asking, Ms. [PII].
[AGENT][POSITIVE] Good, dear. What you got sorry.
[CUSTOMER][NEUTRAL] I have a um insured on the phone. Her name is [PII]. She's calling about uh the well she was calling about her claim verify how to submit a claim, but then when I asked her about a member that's listed on the policy because she, I noticed that there was no claim submitted for the member, she said that this member was supposed to been be removed from the policy because the member is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Actually, I don't know, I'm gonna let you look at the policy because it looks like several of them should be removed 1887403 because of their age it's 1887403.
[AGENT][NEUTRAL] OK, what's that number, dear?
[AGENT][NEUTRAL] All right, and then
[AGENT][NEUTRAL] You would think our system would automatically kick them off, wouldn't you? But I guess I don't know if it's knows how to or not. I'll be honest with you, I really don't know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She said she wanted to speak to someone about it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK, and then there's [PII].
[CUSTOMER][NEUTRAL] But if you
[AGENT][NEUTRAL] [PII], and [PII].
[AGENT][NEUTRAL] So [PII] and [PII] are the only ones who should be on there still. OK, yeah, it's not gonna change her premium in any, but yeah, I'll, I'll send an email to have them reviewed. Something about [PII] at one time, remember, was [PII], I think, and I don't even know. I, I don't even know. It used to be up to the age of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] For [PII] I will have somebody review it and see what's going on with that and we'll go from there.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] You'll just put her on through. Thank you, dear. Have a good day. OK.
[CUSTOMER][NEUTRAL] All right, well, thank you, Miss [PII]. Mm, she hung up. Looks like she hung up.
[AGENT][NEUTRAL] All right, well, I will, I will send an email to [PII] and uh I mean, I'll, I am [PII] to look at the, look at it when she gets a chance or email or whatever.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] [PII], [PII] over here. OK, thank you, dear. You too. Bye.
[CUSTOMER][POSITIVE] All right, thank you, Ms. [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thanks. Goodbye.