AccountId: 011433970860
ContactId: 3651ab57-901b-40c5-b8e7-8f53b62081e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329790 ms
Total Talk Time (AGENT): 116082 ms
Total Talk Time (CUSTOMER): 122431 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/3651ab57-901b-40c5-b8e7-8f53b62081e7_20250618T13:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I'm calling because I have a question. Um, my co-workers, they have, um,
[CUSTOMER][NEUTRAL] APO the car and I haven't received it so I'm calling to see if I'm like if I'm able to get it as well.
[AGENT][NEUTRAL] Um, yes, ma'am. First, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, it will be any guys, it will be [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII] one moment while I pull up your policy.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if you don't have your policy number, I could pull up your policy by your social. What's your social, please?
[CUSTOMER][NEUTRAL] You need a whole social?
[AGENT][NEUTRAL] Yes, ma'am. Or I could try to look it up by your name and date of birth. Would you prefer for me to look it up that way?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said your last name is.
[CUSTOMER][NEUTRAL] It will, OK, my date of birth it is.
[CUSTOMER][NEUTRAL] [PII], yes, [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. I found you in our system. Um, please verify your mailing address and your email address to make sure that we have the right information on file.
[CUSTOMER][NEUTRAL] OK, so you're supposed to have, let me see because I changed my address recently, so you're supposed to have [PII].
[AGENT][NEUTRAL] Um, no, ma'am. We're showing a different address.
[CUSTOMER][NEUTRAL] OK, so then you have, uh, yeah, then you have my old one. Give me one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then you have this [PII].
[CUSTOMER][NEUTRAL] Oops, I'm sorry, just that I'm driving.
[AGENT][POSITIVE] Well, it's no problem. And yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, that one, right? [PII].
[AGENT][NEUTRAL] Yeah, that's
[AGENT][NEUTRAL] Yeah, that's the one.
[AGENT][NEUTRAL] OK, and um I'm showing that you don't have an email address on file. Would you like to add one?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. And go ahead.
[CUSTOMER][NEUTRAL] So it will be my name.
[CUSTOMER][NEUTRAL] It will be my name, so can you die.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. OK. Yes, ma'am. What I'll do is transfer you to customer service and um just let them know that you're requesting a card to be mailed to your home address and give them your new home address and they can go ahead and change that in the system for you now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, perfect, that sounds great thank you so much for your help.
[AGENT][NEUTRAL] OK, no problem. Is there anything else I can assist you with in the claims department?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's gonna be all, thank you.
[AGENT][POSITIVE] OK, I thank you again [PII] for calling APL and one moment while I get you transferred.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning thank you for calling and APL this is [PII]. How may I assist you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] in the claims department. Um, I have a member on the line. Hey, how you doing?
[CUSTOMER][NEUTRAL] Hey E
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] Oh, that's good. OK, I have a member on the line. She's um calling to request that we update her mailing address and also she's requesting an ID card be mailed to her. Could you assist her with that?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][POSITIVE] OK yeah yes ma'am, I sure can.
[AGENT][NEUTRAL] OK. Her policy number is
[CUSTOMER][NEUTRAL] Um, do you have her her policy number? Yes, ma'am.
[AGENT][NEUTRAL] It is 02611778 for [PII].
[CUSTOMER][NEUTRAL] OK, and she's been verified and everything?
[AGENT][NEUTRAL] Yeah, she's been verified.
[CUSTOMER][POSITIVE] OK, thank you [PII] I'll talk to her. Have a good day.
[AGENT][POSITIVE] OK. OK. Thank you, [PII]. Here she is. You have a good day as well. Mhm. Mm mm bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] You're welcome. You too. Bye-bye.