AccountId: 011433970860
ContactId: d7f9da8c-1363-4458-947d-4c6da1054505
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112169 ms
Total Talk Time (AGENT): 52958 ms
Total Talk Time (CUSTOMER): 47869 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/d7f9da8c-1363-4458-947d-4c6da1054505_20250609T16:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. Hi, this is [PII] in the claims department. I have a question for you if you can pull up this policy number with me.
[AGENT][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] All righty. What's the policy number?
[CUSTOMER][NEUTRAL] 262-322-1.
[AGENT][NEUTRAL] 262-3221. Is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Yes, ma'am. All right. Um,
[AGENT][NEUTRAL] And the, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yes, I have a provider on the phone and she's calling in regards to benefits for a dependent who would do not show on this plan.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there a way you can check to see if there's a dependent that should be on the plan?
[AGENT][NEUTRAL] That is actually a customer service question. They are the ones because this is through a big.
[AGENT][NEUTRAL] And they are the ones that would have that report. We don't do that. Yeah, there's no way I can um I can check that, [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. I'm so sorry. Yeah, I'm so sorry, but no. OK. Well, is there anything, yeah, because it, they see it on a report they can add it for you right quick because they have to add those too.
[CUSTOMER][POSITIVE] No problem. I just call customer. no problem, no problem.
[CUSTOMER][NEGATIVE] No, what I was gonna say was I call customer support customer service support, and she told me to call customer care or yeah, so I'll call her back.
[AGENT][NEUTRAL] Who did you talk to? No. Who did you talk to? They told you that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] But I'll call, I'll call back so let me, uh, thank you so much, [PII].
[AGENT][POSITIVE] You're welcome girl. All right.
[AGENT][NEUTRAL] Bye bye. All right, bye.
[CUSTOMER][NEUTRAL] OK, alright, bye bye.