AccountId: 011433970860
ContactId: e9988c91-2d64-4a16-a84e-9a25aa748425
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166520 ms
Total Talk Time (AGENT): 54446 ms
Total Talk Time (CUSTOMER): 89698 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/e9988c91-2d64-4a16-a84e-9a25aa748425_20250212T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. Can you make an account with me? I have a question just on uh on this looks like the spouse was added twice, so let me give you that policy number. It is 217-875-8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, can you repeat those last, um,
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Just repeat it for me please.
[CUSTOMER][NEUTRAL] OK, OK, yeah, no worries, 217-875-8. Sorry, I probably said it really fast.
[AGENT][NEUTRAL] OK, 8758. OK, I messed up the 7 and the 5.
[AGENT][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] Oh, that happens.
[AGENT][NEUTRAL] Uh, let's see, give me just a second so I can pull it up.
[CUSTOMER][NEUTRAL] So it looks like, OK, OK.
[CUSTOMER][NEUTRAL] Looks like [PII]'s on there twice, but there's a line that says it's dropped. So I just want, I think it looked like she was added with Prix and then I guess maybe changed it to not Pre-X.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] She waved the pulse.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] They waived coverage for her and then they
[AGENT][NEUTRAL] Added her.
[CUSTOMER][NEUTRAL] That's what it looks like the first line has like a red, you know, asterisk next to it it says drops when I hover over to the side and they had it as pre-X waved and then it looks like she was added on the next line as.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pre-X does not apply. No pre-X applies, so I'm assuming that's maybe why the first line was dark. Did you show we're added at the same time for [PII]?
[CUSTOMER][NEUTRAL] I don't see any other notes out there to see.
[AGENT][NEUTRAL] Um, it only says researching spells from [PII].
[AGENT][NEUTRAL] But she is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, with the no pre supplies it looks like.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, she's, uh, let me look at it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it is an accident policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, well, she is active under the um no.
[AGENT][NEUTRAL] Um, pre
[CUSTOMER][POSITIVE] OK, but there wasn't any notes, I guess, maybe there was an error, so you don't don't have any notes on there saying that it was an error or anything. Just wanna make sure. OK, OK, that, OK, well, that is what I needed. Thank you so much, [PII]. I appreciate it.
[AGENT][NEGATIVE] Mm mm, no.
[AGENT][NEUTRAL] There's nothing else.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] You too, thank you.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Hi.