AccountId: 011433970860
ContactId: 387ed274-d76a-4e40-8325-349ebe255118
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182759 ms
Total Talk Time (AGENT): 83800 ms
Total Talk Time (CUSTOMER): 72210 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/387ed274-d76a-4e40-8325-349ebe255118_20250314T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, um, I have a, I have the, I have my insurance with you guys through the gap insurance through my employer, um, but I was calling because.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I needed to see if you guys can give me my member ID, the address, um.
[CUSTOMER][NEUTRAL] So I can um give that I was in the hospital, so I can give that information to them.
[AGENT][NEUTRAL] Of course, yes, I can get that policy information for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then [PII], uh, first, if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Alright, thank you. um, let's see if you don't have the policy number I can start using your social.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right, and I'm just gonna verify some information really quick, [PII]. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[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's a [PII] account.
[CUSTOMER][NEUTRAL] Yes, my full name is [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that information. Alright, I've got that um policy number whenever you are ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so that is 02.
[AGENT][NEUTRAL] 35
[AGENT][NEUTRAL] 0055.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you'd like I can also send you um a copy of your ID card um I can email that to you if you need it quickly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] Oh, I'd really appreciate it if you can do that.
[AGENT][NEUTRAL] Of course, um, did you just want me to send it to that Yahoo account that we have?
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] OK, I will send that now. You should do that shortly, so that will have your um policy certificate number and it'll also have our um claims mailing address and uh things all that information as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Excellent, excellent.
[AGENT][NEUTRAL] OK, was there anything else I could help you with also?
[CUSTOMER][POSITIVE] OK, thank you so much. No, I just have to give that all because I just had surgery, so I have to give it to the hospital.
[AGENT][NEUTRAL] I understand
[AGENT][POSITIVE] Yes sir, well I hope you have a great rest of your day and feeling better soon.
[CUSTOMER][POSITIVE] That's all I need. Thank you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.