AccountId: 011433970860
ContactId: f9029240-d231-46b7-ba62-7dbedc8976ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98870 ms
Total Talk Time (AGENT): 24321 ms
Total Talk Time (CUSTOMER): 30496 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/f9029240-d231-46b7-ba62-7dbedc8976ca_20250131T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have a quick question. Uh, we have an employee, uh, he is in the office and he's wanting to remove his uh ex spouse, um, they just got, um, a divorce and he wants to remove her from his policy, but I can't do it on the portal so I'm, I wasn't quite sure how to go about doing it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, excuse me, I'm sorry, so are you the uh group admin?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, and we were needing a spouse removed from a policy. Alright, give me just a minute I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Let me, OK.
[AGENT][NEUTRAL] And you have his policy information?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Really quick [PII], if you don't mind, um, can I get a good call back number?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] You there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.