AccountId: 011433970860
ContactId: d1c6782b-206d-46ce-a932-ed5ff71fdb68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127839 ms
Total Talk Time (AGENT): 53297 ms
Total Talk Time (CUSTOMER): 56585 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/d1c6782b-206d-46ce-a932-ed5ff71fdb68_20250219T16:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, yeah, I just wanted to, uh, make sure, uh, my daughter is also on my insurance.
[AGENT][NEUTRAL] OK, well I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02 33 5708
[AGENT][POSITIVE] OK, thank you so much. Give me a moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, yeah, the [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the zip code or area code, I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, and verify your date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] [PII] mailing address is [PII].
[CUSTOMER][NEUTRAL] And what was the last one?
[AGENT][NEUTRAL] Email
[CUSTOMER][NEUTRAL] Email [PII].
[AGENT][NEUTRAL] OK. And you say you're wanting to verify your daughter is on your plan?
[CUSTOMER][NEUTRAL] Yeah, because he was about to go to the doctor's appointment. I got my ID card, but I just wanna make sure if they run it they also see [PII]'s my daughter's name on there.
[AGENT][NEUTRAL] OK. And what's her date of birth?
[CUSTOMER][NEGATIVE] Uh jeez, [PII].
[AGENT][NEUTRAL] OK. Yes, sir. I do show she is on the policy effective [PII], so she is active. On the card, it wouldn't have her name, it would just show uh employee independent or or child, but she is under the plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright cool thank you.
[AGENT][POSITIVE] You're welcome. Uh, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] OK, uh thank you so much for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] And