AccountId: 011433970860
ContactId: 0745412f-e76e-4bf3-94b1-51e293159499
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150080 ms
Total Talk Time (AGENT): 70238 ms
Total Talk Time (CUSTOMER): 63498 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/0745412f-e76e-4bf3-94b1-51e293159499_20250304T16:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi [PII], yes, um, I have coverage throughs and I talked to someone, uh, the beginning of February, and they're supposed to be sending me out, uh, some ID cards or the insurance cards and I still haven't received those.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I could take a look at that for you and try to get those resent. um, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name's The [PII] [PII] is [PII] I have
[CUSTOMER][NEUTRAL] A policy certain number and a group ID number or a group number if that helps.
[AGENT][NEUTRAL] OK, yeah, I can take that policy certification number.
[CUSTOMER][NEUTRAL] OK, it's 022.
[CUSTOMER][NEUTRAL] 59614
[AGENT][POSITIVE] OK thank you and then uh really quick, can I also get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then I'm just gonna verify some information. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you for verifying that information, [PII]. So I do see your cards should be, uh, have, have been sent out, sorry, um, but I can get those re mailed to you. I can also email you um a copy as well so you've got something in the meantime. Did you want me to do that for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, um, do you want me to just send it to this Gmail account we've got it?
[CUSTOMER][NEUTRAL] Yes, that'd be fine.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I will get that sent to you. Um, did you still want a physical copy mailed to you as well?
[CUSTOMER][POSITIVE] Um, if you could please, yeah, cause it, it's kind of a nice type thing, so.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Of course, absolutely. OK, I will get that sent to you. Uh, was there anything else I can help you with though?
[CUSTOMER][NEUTRAL] Nope, that was all.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you bye bye.