AccountId: 011433970860
ContactId: fffc81b0-4780-40c0-8a6a-fb9c40ceae41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177210 ms
Total Talk Time (AGENT): 33492 ms
Total Talk Time (CUSTOMER): 48258 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/fffc81b0-4780-40c0-8a6a-fb9c40ceae41_20250411T17:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling to make a payment for one of our employees.
[CUSTOMER][NEUTRAL] For the um death insurance?
[AGENT][NEUTRAL] OK. Um, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. The call back number is [PII].
[CUSTOMER][NEUTRAL] I'm calling from [PII].
[AGENT][NEUTRAL] OK, um, do you have the group number or the policy number for the member?
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] It is 02593413 ML 7.
[AGENT][NEUTRAL] And uh member name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII] and it's [PII].
[AGENT][NEUTRAL] OK, and you said you were making, wanting to make a payment for them?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Uh, apparent like it must have been the confusion. It was enroll in January, but um we never made a payment so they they guys terminated her for the death insurance.
[AGENT][NEUTRAL] OK, uh, let me get you.
[AGENT][NEUTRAL] Um, let me, can I place you on a brief hold real quick?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm gonna need to transfer you to our customer service department because since her policy lapsed, um, they'll be able to assist you with this.
[AGENT][NEUTRAL] Um, um, is that OK?
[AGENT][NEUTRAL] Hello.