AccountId: 011433970860
ContactId: ed40dec3-9137-4e61-a99d-1a6c9d168b88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 715419 ms
Total Talk Time (AGENT): 113829 ms
Total Talk Time (CUSTOMER): 121121 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/ed40dec3-9137-4e61-a99d-1a6c9d168b88_20250317T13:10_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm calling from American textile and apparel, and I need, um, I need your help on a change that I need to do to the policy, please to to employees.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, from a group, sure, I can.
[AGENT][NEUTRAL] And may I have um your name?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the group number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, give me just one second, let's see, I, I'm on the web. Let's see.
[CUSTOMER][NEUTRAL] My account, let me, let me.
[CUSTOMER][NEUTRAL] 17491.
[AGENT][POSITIVE] Thank you one moment let me pull that up.
[CUSTOMER][POSITIVE] Mhm thank you OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the mailing address and your email address for verification? nice.
[CUSTOMER][NEUTRAL] Yes, of course, the, yes, uh, it is, um, [PII], and you need my email address?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Perfect. And one last thing, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes, um, it is [PII].
[CUSTOMER][NEUTRAL] [PII] and my extension [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and you said you're trying to um make some changes to the group, correct?
[CUSTOMER][NEUTRAL] Yes, 2 changes to, uh, to employees, um, they are, um, as individual, and I need to add coverage for the family and they are, um, are, OK, Utra um [PII] and Sale [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if you want me to spell it for you, OK.
[AGENT][NEUTRAL] Yeah, it's fine.
[AGENT][NEUTRAL] Um, OK, have you, let's see, let me go ahead and get something really quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I believe those are gonna be sent out by writing like an email but let me double check, OK?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold to make sure, um, I believe that's how it's gonna be, but, um, I don't see the information here um right away, so let me just go ahead and get a little bit more information for you, OK.
[CUSTOMER][POSITIVE] Yes, yes, yes, of course.
[AGENT][POSITIVE] One moment. Thank you.
[CUSTOMER][POSITIVE] Mhm thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Right
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, um, yeah, you can send an email uh to [PII].
[AGENT][NEUTRAL] So we can add the dependent to a policy.
[CUSTOMER][POSITIVE] OK, yes, give me just one second. OK, is, uh, OK, yeah, [PII]. OK, and then I'll send you the request. OK, sounds good to me. Thank you so much. OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I'm gonna help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that's it. I, I believe that once everything is processed I'm gonna receive like an email confirmation.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] Once the changes are made, correct? OK, OK, perfect, thank you so much.
[AGENT][NEUTRAL] Yes, first, you're gonna receive an email saying that we received your email and then you will receive an email saying that it was it's been done, OK?
[CUSTOMER][POSITIVE] Oh OK, yes, thank you so much, OK?
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, it's been nice.
[CUSTOMER][NEUTRAL] You too bye bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.