AccountId: 011433970860
ContactId: e26f1e7e-e4cb-469d-93ef-b5ef0215dd70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194149 ms
Total Talk Time (AGENT): 84395 ms
Total Talk Time (CUSTOMER): 84885 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/e26f1e7e-e4cb-469d-93ef-b5ef0215dd70_20250529T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Can you help me with a policy if I give you my group number? Would that be good?
[AGENT][NEUTRAL] Uh, yes, ma'am. Is the policy for yourself?
[CUSTOMER][NEUTRAL] No I'm the business owner so I'm the I'm for the whole group. I have a question.
[AGENT][NEUTRAL] OK, alright. And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number just in case the call is dropped?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you Ms. [PII] and then what is the group number?
[CUSTOMER][NEUTRAL] 23638
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] So it's going to be weird. I can't. I'm just going to preface this. I cannot get my agent to call me back. It's been 3 weeks, so I just have a question. Uh, I know these, I know this is, is not, it's not there, but can you tell me what are these policies? What is the policy? I just have the IDs. I don't know what they are though, what specifically are the policies.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that, um, Ms. [PII]. First, um, I'm gonna need for you to please verify your group. Can you give me your email address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then your physical address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate you verifying that information for me. All right, let me pull up your group real quick for your policies.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, what is the first policy number that you have?
[CUSTOMER][NEUTRAL] Um, I have what maybe you call an ID number, is that it?
[AGENT][POSITIVE] Yes. Yes, ma'am. Let's try that.
[CUSTOMER][NEUTRAL] WW 1178.
[AGENT][NEUTRAL] OK, and can you tell me who it's for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], that is her hospital indemnity plan?
[CUSTOMER][POSITIVE] Perfect. That's all I need to know. I bet that's what everybody is, to tell you the truth. I bet this was all hospital indemnity.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] There is um some, there's hospital indemnity and accident plans, I see.
[CUSTOMER][NEUTRAL] Or maybe not.
[CUSTOMER][NEUTRAL] So [PII]'s an accident, I bet you F80707.
[AGENT][NEUTRAL] Yes, that is an accident plan.
[CUSTOMER][NEUTRAL] OK, and then [PII] and [PII], what were we? I'm [PII].
[AGENT][NEUTRAL] Uh, [PII] and [PII] were hospital indemnity.
[CUSTOMER][POSITIVE] Perfect same thing right, OK, I, that's really all I've been needing. I just cannot get him to call me back so thank you so much.
[AGENT][POSITIVE] Oh my, you're so very welcome, and you're welcome, Ms. [PII]. You have a wonderful day and thank you for calling APL ma'am. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] All right, take care.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK bye bye