AccountId: 011433970860
ContactId: f60a7502-35fa-4988-afca-117ca70d8b58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90199 ms
Total Talk Time (AGENT): 36199 ms
Total Talk Time (CUSTOMER): 51891 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/f60a7502-35fa-4988-afca-117ca70d8b58_20250306T14:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] Doing good, how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have a um insured on the other line. She's the policyholder. Her husband is part two, but he passed away. So, I, I know that we um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like we termed the policies, but that's like the whole policy. I don't know. I guess because it's only the one.
[CUSTOMER][NEUTRAL] We're only dropping him um, gotta get it over to you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I got it.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] And the um the policy number is 244.
[CUSTOMER][NEUTRAL] 3403.
[AGENT][NEUTRAL] Is it still on group?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Is it still on group?
[CUSTOMER][NEUTRAL] Still on group. Well, yeah, she, she's keeping the policy. Her husband passed away.
[AGENT][NEUTRAL] Uh, no, what I meant if the group is still um paying the premium for it. Mhm. Yes, if so, she will have to get to her HR department to terminate it.
[CUSTOMER][NEUTRAL] Like payroll deduction, yes.
[CUSTOMER][NEUTRAL] OK, so she needs to talk to her HR and then, alrighty.
[AGENT][NEUTRAL] Mhm. Yes, they will be the ones sending, yes, the change has to be done further, yeah, but I can take it.
[CUSTOMER][NEUTRAL] I will let her know.
[CUSTOMER][NEUTRAL] All right. Well
[CUSTOMER][NEUTRAL] No, it's OK. I can tell her.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright, bye bye.
[AGENT][NEUTRAL] Bye.