AccountId: 011433970860
ContactId: 52c9a94b-b7d6-4dd6-aa8a-ec8acb42d3ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169300 ms
Total Talk Time (AGENT): 55549 ms
Total Talk Time (CUSTOMER): 120288 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/52c9a94b-b7d6-4dd6-aa8a-ec8acb42d3ca_20250107T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. Hi, this is [PII]. I have an insured on the line, um, Miss [PII].
[CUSTOMER][NEUTRAL] Um, let me ask you a question real quick. Um, she has a request.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For a certificate of coverage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But um yes and then a name change so as far as far as a marriage license is concerned now if I think I remember correctly, if I think I remember correctly now for the certificate of coverage um I believe I can put a request, a request in for that and as far as each last name copy of the um.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Marriage certificate, is that also a help request or does she fax that somewhere?
[AGENT][NEUTRAL] Yeah, she can fax it in, email it in, mail it in. Is she on a mode of payment?
[AGENT][NEUTRAL] Um, 12, or 3.
[CUSTOMER][NEUTRAL] Now, and that's another thing, she's um this is a UTBA so I'll have to call um she's asking for benefits as well, so she is, this is a, uh, yeah, yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's another thing, mhm, um, so of course it's uh multi payment one, OK, so I'm just trying to figure out, just trying to think this through because I wanna just, OK, so I would put the help request just listen to me just one quick sec, OK, help request.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A request for the certificate of coverage, OK. And then for the name change.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It can be, oh gosh, name change.
[CUSTOMER][NEUTRAL] She can fax it fax in. Now the fax number will be the customer service fax number, right? [PII]. OK, OK, right, right, OK, thank you for listening to me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Then she can email that in to the care team too and that'll be quicker and then once the care team gets it, that's a hub request for a CF so either way she can do it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, I'll take care.
[CUSTOMER][POSITIVE] OK, email to [PII] and I think I have that at [PII] OK. OK, OK, you know I'm not there anymore, so I'm just trying to remember this. Thank you so much for listening to me.
[AGENT][NEUTRAL] Oh yeah, you're not in the care team anymore. So yeah, it'll be [PII] is I couldn't, you were talking kind of fast. I couldn't hear what email you had said. OK, yeah, um, yeah, so she can send that to the care team and the care team I have to do a request for us to change it.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, [PII]. OK, OK, I think I have all that. Thank you so much for listening to me. I appreciate you, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No problem anytime man have a good day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.