AccountId: 011433970860
ContactId: f2c16713-bad1-4cd3-bded-ca6e9c715c14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98220 ms
Total Talk Time (AGENT): 51561 ms
Total Talk Time (CUSTOMER): 49240 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/f2c16713-bad1-4cd3-bded-ca6e9c715c14_20250226T20:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] and I had received a phone call and a voicemail, uh, from one of your agents earlier about adding my daughter to uh an existing policy.
[AGENT][NEUTRAL] I believe that was me, Mr. [PII].
[CUSTOMER][NEUTRAL] And uh she gave me this.
[CUSTOMER][NEUTRAL] OK, all right, yeah, I didn't, I didn't say the name. I was trying to read the voicemail instead of listen to it, I guess I could have listened to it, but either way, uh, so [PII] is gonna be when she'll be added.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's OK, yeah.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yes, sir, because it's not considered a qualifying event, even though, I mean, we weren't notified obviously after after the policy went into effect.
[CUSTOMER][NEUTRAL] Well, we've had almost.
[CUSTOMER][NEUTRAL] We've had almost [PII] [PII], so it's our fault for not getting her on there. So, uh, you know, her being almost [PII], we should have done this sooner, but, uh, I will get that paperwork back and I have the email to send it to and as soon as we get that completed I'll get that back to you.
[AGENT][NEUTRAL] OK, and again, once we get it, we will confirm that she's been set up and she will be allowed to stay on the coverage until she's [PII]. So once she reaches age [PII], she'll have the option of converting to an individual plan if she'd like, or she'll just come off and uh of course, she'll be the last one to come off, so that probably change your premium as well when that time happens.
[CUSTOMER][POSITIVE] OK, alrighty well thank you very much.
[AGENT][POSITIVE] You're welcome, Mr. [PII] and thank you for returning my call and again thank you for choosing APO and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye.