AccountId: 011433970860
ContactId: d354112f-725e-4b7e-91e5-bcb35599019d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74330 ms
Total Talk Time (AGENT): 10128 ms
Total Talk Time (CUSTOMER): 37763 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/d354112f-725e-4b7e-91e5-bcb35599019d_20250514T18:21_UTC.wav
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[CUSTOMER][NEUTRAL] Oh yes that's
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] I have a problem with um somehow one of our employees got dropped off of our uh group policy.
[CUSTOMER][NEUTRAL] And I just now caught it.
[AGENT][NEUTRAL] OK, so did you see your, um, was it on your latest invoice and you just noticed that employee was not listed, is that right?
[CUSTOMER][NEUTRAL] Well it wasn't a so she's been kicked off of it for a year and I just didn't catch it, but I went to print her an insurance or one of the cards so that she could use it to file a claim and everything and I noticed she was not on it.
[CUSTOMER][NEUTRAL] On our policy anymore.
[CUSTOMER][NEUTRAL] And I think it happened whenever we
[CUSTOMER][NEUTRAL] Our policy renewed I think somehow she didn't.
[CUSTOMER][NEUTRAL] Get included for some reason.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?