AccountId: 011433970860
ContactId: d8447972-ba32-43a6-8896-db92cb0a671b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180479 ms
Total Talk Time (AGENT): 79117 ms
Total Talk Time (CUSTOMER): 41031 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/d8447972-ba32-43a6-8896-db92cb0a671b_20250409T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. Um, my name is [PII].
[CUSTOMER][NEUTRAL] I was calling about my insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wanted to know uh what's my, what's my monthly premium.
[AGENT][POSITIVE] OK, I can definitely help you with that. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] just add it.
[CUSTOMER][NEGATIVE] I don't have it with me.
[AGENT][NEUTRAL] All right, what's your social? I can look it up that way.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the last 4?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] You have several policies with us.
[CUSTOMER][NEUTRAL] Have health and dental vision.
[AGENT][NEGATIVE] You don't have your vision with us.
[AGENT][NEUTRAL] Um, let's verify some.
[CUSTOMER][NEUTRAL] OK, just help in.
[AGENT][NEUTRAL] Let's verify some information real quick and then we'll proceed. Can you verify the um billing address we should have?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And what about your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. And is [PII] a good email address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. Thank you, [PII]. OK, so you're, um, just wanting to know how much your monthly premium is, is that correct?
[AGENT][NEUTRAL] OK, I can definitely help you with that. So your dental policy, the premium, monthly premium is $23.01.
[AGENT][NEUTRAL] Your um medical policy is 16129.
[AGENT][NEUTRAL] Uh, your group term life is $5 and your short-term disability is $131.26.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] So it
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Alrighty well thank you for calling. OK.
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] Thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] Thank you.