AccountId: 011433970860
ContactId: 505aac35-83ac-4a53-9b12-c60bb1af49d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435559 ms
Total Talk Time (AGENT): 137795 ms
Total Talk Time (CUSTOMER): 136550 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/505aac35-83ac-4a53-9b12-c60bb1af49d6_20250414T19:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. How are you?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][POSITIVE] Pretty good. Uh, my name is [PII]. Um, I have, um, supplemental, uh, coverage with you guys for my deductible.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I'm, I'm actually at a doctor's office right now and I was trying to download my card, but um it's, it's not coming up. Can I give you the policy number?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're needing an ID card?
[AGENT][NEUTRAL] Or some information off of your ID card?
[CUSTOMER][NEUTRAL] Yes, to give it here at the uh the doctor's office. I have a procedure today and I need that information.
[AGENT][POSITIVE] Yes, I can help.
[AGENT][POSITIVE] Sure, yes, I can help you with that. First, Mr. [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] What is your phone number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And now your policy number?
[CUSTOMER][NEUTRAL] Yes, I do, it is, um.
[CUSTOMER][NEUTRAL] 261
[CUSTOMER][NEUTRAL] 1485.
[AGENT][NEUTRAL] OK thank you one moment while I get your information pulled up.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Uh, you're welcome.
[AGENT][NEUTRAL] And I will have to verify several with you first for security and then also any information provided would be a verification of benefits and not a guarantee of payment. So if you could verify your date of birth.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one that you gave to me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Yes, it is, that is correct.
[AGENT][NEUTRAL] Thank you, and the last piece of information to verify is your email and this does appear to be your work email address.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. So, what type of information, um, Mr. [PII] can I help you with?
[CUSTOMER][NEUTRAL] Um, if you can email me my ID card, that'd be great. So I can just provide it here.
[AGENT][NEUTRAL] OK, so it's not letting you um open it in the portal?
[CUSTOMER][NEUTRAL] No, it's not letting me open it in the.
[AGENT][NEUTRAL] And that's part, are you trying to do it from your cell phone?
[CUSTOMER][NEUTRAL] I see that there is a, I see that.
[CUSTOMER][NEUTRAL] From my cellphone, that's probably why, because I'm actually at the doctor's office and I see that that there is a PDF document that is giving me an error.
[AGENT][NEUTRAL] Yeah, that's proba, sure.
[AGENT][NEUTRAL] Uh-huh. So that's, I'm sure that it has to do with mobile device because it's some of the functionality on it is not.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] As robust from my phone. So, yes, sir. Give me just a moment and I'll be happy to email you a copy of your card.
[CUSTOMER][POSITIVE] Oh, that'd be great. Thank you very much.
[AGENT][POSITIVE] Oh, you're very welcome. So just one moment please, for me to get that pulled up.
[AGENT][NEUTRAL] OK, Mr. [PII], so I have just emailed that to you. The email you're gonna receive will come from [PII]. I did put APL ID card in your subject line. Do you want to make sure that you did get it?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you able to check your email? Mhm.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Yeah, yeah, give me one second. Give me 1 2nd.
[AGENT][NEUTRAL] OK. Sure.
[CUSTOMER][POSITIVE] Yeah, I got it.
[AGENT][POSITIVE] OK perfect then and are you able to.
[CUSTOMER][NEUTRAL] I'm trying to download it. Give me one second.
[AGENT][NEUTRAL] Open that, OK?
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] And download image.
[CUSTOMER][NEUTRAL] That the PDF.
[CUSTOMER][NEUTRAL] Out of PDF.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, it's not coming up, but um I don't know if it's because of I got you on the line, uh.
[CUSTOMER][NEUTRAL] I see that the document is there. There's a uh an image as well.
[CUSTOMER][NEGATIVE] And I see a PDF document but it's not opening.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just.
[CUSTOMER][NEUTRAL] here.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, you know what, I'm gonna call my office to see if they can open it from there and send me a picture of the car.
[AGENT][NEUTRAL] OK. All right, yes, sir, because you should be able to open that email, the PDF on the email, you should not have any trouble opening.
[CUSTOMER][NEUTRAL] That's what.
[CUSTOMER][POSITIVE] OK, OK, thank you very much for your help, OK?
[AGENT][NEUTRAL] So I don't know. Well, you're welcome. Is there anything else, Mr. [PII], I can help you with at the moment?
[CUSTOMER][POSITIVE] Have a nice day.
[CUSTOMER][POSITIVE] No, that'd be it for now. Thank you for your help, OK?
[AGENT][POSITIVE] OK. Well, you're welcome and thank you again for calling APL. I hope everything goes well for you today.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.