AccountId: 011433970860
ContactId: dd521ca0-0ae9-41d4-a0e6-eb56970e5c9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162130 ms
Total Talk Time (AGENT): 48970 ms
Total Talk Time (CUSTOMER): 70774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/dd521ca0-0ae9-41d4-a0e6-eb56970e5c9a_20250611T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I'm calling to see, uh, we're talking about, uh, taking my husband off the policy, and I wanted to see what my, uh,
[CUSTOMER][NEUTRAL] How much I would have to pay for just me?
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I have two policies actually, um, the first one is 00715538.
[CUSTOMER][NEUTRAL] And then the second one is 007151887.
[CUSTOMER][NEUTRAL] He's actually fixing to go on Medicare and we're trying to decide if it's even worth keeping him on the policy or not.
[AGENT][NEUTRAL] OK. Um, what I'll have to do is put in a request to have our customer service department that handles, um, taking coverage off of your policy, uh, research what the amount is, and then they can give you a call back or email you.
[AGENT][NEUTRAL] Um, which one would you prefer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, they can email me, that'd be fine.
[AGENT][NEUTRAL] Um, let me verify, can you verify your date of birth for me, please, and then your address and email address.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and then your address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and then just a good callback number for our records.
[CUSTOMER][NEUTRAL] M [PII]
[AGENT][NEUTRAL] OK, so, and just to clarify, you're wanting to get the cost if we removed your husband on each of these policies, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I will put this request in. Um, I'd give it about 24 to 48 hours and then you should receive a call back or email, I'm sorry.
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you bye bye.