AccountId: 011433970860
ContactId: d6d3ad66-3887-4892-a0ec-f767763a559f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295399 ms
Total Talk Time (AGENT): 120412 ms
Total Talk Time (CUSTOMER): 125399 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/d6d3ad66-3887-4892-a0ec-f767763a559f_20250225T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am this is oh this is [PII] uh I was calling about a policy.
[CUSTOMER][NEUTRAL] That we have a cancer policy. I need to make sure that my uh daughter was on there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I can see he's active under your policy. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 662.
[CUSTOMER][NEUTRAL] 279
[CUSTOMER][NEUTRAL] 4095.
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] I do not. We, it's like a 2005 policy and we don't, uh, my wife or no nor I either one have that number. We probably need some information on it, honestly.
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] No worries I can get that all for you um I could start choosing your social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, try mine it's possible it's under my wife and she may have to call you.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][POSITIVE] There's the team. I'm glad I'm not there eating the hamburger.
[AGENT][NEUTRAL] OK, I do believe I found you um just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Alrighty. So yes, the policy was under your name, um, and we've got [PII] is covered as well as uh [PII]. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], she's [PII] daughter that I, that I guess has not had any cancer coverage thankfully we haven't needed it, uh, but we just, we were, we're both our educators and our cafeteria plan, uh, uh, tried to get us to get a family, but we, we felt like the one we had was that you can't get anymore. We felt like it was better, so we were wanting to get her added to that.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, OK, so for this policy, it would be added through your employer. Oh well, no, no, it's not, never mind, give me just a moment. Sorry, you're right.
[CUSTOMER][POSITIVE] No, well, we got a right.
[AGENT][NEUTRAL] Sorry, give me just a moment. Um, before we go any further, [PII], let me go ahead and give you the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I don't really, I'm driving on the road. I don't have anything to write with.
[AGENT][NEUTRAL] Oh, that.
[AGENT][NEUTRAL] Um, did you want me to email that information to you?
[CUSTOMER][NEUTRAL] Could you email all the stuff to? Yes, if, if you don't mind.
[AGENT][POSITIVE] Sure, let me go ahead and get absolutely what's a good email address for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All [PII]. I will get that email sent to you. Give me just a moment.
[AGENT][NEUTRAL] Alright, so [PII] to get uh somebody added, I'm going to put you on a brief hold and I'm going to transfer you to our customer service department they'll be able to help you with that.
[CUSTOMER][NEUTRAL] OK, well I need her social.
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] OK, I'm trying to get that for my wife now, uh, so yeah, that's fine if you don't mind putting me on hold until I can get that.
[AGENT][POSITIVE] Of course, no worries alrighty I'm gonna put you on a hold. I'll get right back with you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][NEUTRAL] Doing all right, thank you. I've got a member on the line who's needing to add a dependent to a policy.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It is 632-023.
[CUSTOMER][NEUTRAL] Oh, biscuits. Hang on, girl. My finger is not working right with me. OK, what's the number again? 6?
[AGENT][NEUTRAL] 632-023
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What's the callback number?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. I've got them. Thank you.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.