AccountId: 011433970860
ContactId: dc7eea1f-a55e-4bc7-ad53-577ff6afc2ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113940 ms
Total Talk Time (AGENT): 49211 ms
Total Talk Time (CUSTOMER): 59850 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/dc7eea1f-a55e-4bc7-ad53-577ff6afc2ff_20250429T16:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APPL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, so, this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How about you, [PII]?
[CUSTOMER][POSITIVE] Can you hear me? I am good. I'm good. I've got an insured on the line. Let me know when you're ready for the policy.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] OK, it's gonna be 83158. It's an older one.
[AGENT][NEUTRAL] 83158.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 83158. Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, that's right. She's got 2 policies, 3 little lady. She's got an incentive care policy and the cancer policy. She's wanting to know if there's something that we can send her that shows for the past 2 years the date that her account has been drafted.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] She wants like a draft history.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] For payment
[AGENT][POSITIVE] Mm, I think that's gonna be customer service.
[CUSTOMER][NEUTRAL] Yeah, I wasn't sure about that.
[AGENT][NEUTRAL] Give me just a sec.
[CUSTOMER][POSITIVE] Oh did I spot I'm sorry.
[AGENT][NEUTRAL] No, it's OK. Um, let me double check and make sure. Um,
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I think you're right. I'm sorry, sweetie. I hit the wrong thing. I apologize.
[AGENT][NEUTRAL] It's OK, I understand.
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] Yeah all the changes now, it's fine.
[CUSTOMER][NEUTRAL] it
[CUSTOMER][NEUTRAL] Uh, no, yeah, let, I can call customer service, sweetie. I'm sorry. Thank you, so let me let her know I'm trying to get somebody, OK.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Mm it's OK. You're welcome. But yeah, it's gonna be customer service. Mhm. OK. All right, thank you. No problem, [PII] and have a good day.
[CUSTOMER][POSITIVE] It is OK. I'm so sorry. I'll work all right.
[CUSTOMER][POSITIVE] Have a good one you too dear.
[AGENT][NEUTRAL] All right. OK. Bye bye.