AccountId: 011433970860
ContactId: ef38aede-a348-43b6-b876-151aa19b8313
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94000 ms
Total Talk Time (AGENT): 24308 ms
Total Talk Time (CUSTOMER): 36559 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/ef38aede-a348-43b6-b876-151aa19b8313_20250411T15:41_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], I was just on the line with [PII], um, in customer service, and we were looking up an employee and she confirmed that they were in Cobra, um, and now the broker wants to know if they have some dependents that are enrolled and I was curious if you could help me with that.
[AGENT][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] OK. Uh, what is the policy number?
[CUSTOMER][NEUTRAL] I don't have the policy number, but I have the group number.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][POSITIVE] Yeah, you're good.
[CUSTOMER][NEUTRAL] It's gonna be 243-51.
[AGENT][NEUTRAL] And what is the name of the insured?
[CUSTOMER][NEUTRAL] His name is [PII]
[AGENT][NEUTRAL] OK. Um, and we're checking um if he has dependence, correct?
[CUSTOMER][NEUTRAL] Yes, it should be a spouse and 2 children.
[AGENT][NEUTRAL] Mhm. Yes, we have it as a family coverage.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Alrighty thank you bye bye.