AccountId: 011433970860
ContactId: 5a7aa585-8959-4b8c-92ed-5dda8281e1a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163139 ms
Total Talk Time (AGENT): 67203 ms
Total Talk Time (CUSTOMER): 67596 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/5a7aa585-8959-4b8c-92ed-5dda8281e1a1_20250425T14:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII]. I'm calling from a broker's office, and I'm wondering if I can get a hard copy of an ID card sent to a member of one of our groups with y'all.
[AGENT][POSITIVE] Oh, sure, I'll be more than happy to help you with the ID card. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 1982154.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And his date of birth is.
[CUSTOMER][NEUTRAL] Oh, I don't know. Hold on, I have to look him up.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] Click on that.
[CUSTOMER][NEUTRAL] Click on that. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And on the policy, I just want to confirm the mailing address with you. Hold on one moment. Um, for the member, we have [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and that's the address you wanted to go to, right?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I just sent that request for the ID card to be mailed to the home address on file.
[CUSTOMER][POSITIVE] That's fantastic and easy.
[CUSTOMER][NEUTRAL] Um, making notes, um, yes, right. Oh, I hope there are all the calls I make today are like this. Um, do you have a reference or confirmation number for this call? Do y'all do that?
[AGENT][POSITIVE] Happy Friday.
[AGENT][NEUTRAL] Um, so we don't give call reference numbers, but you can use my name in today's date. So I'm [PII].
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] That's what I would use then. [PII], thank you so much for your help.
[AGENT][NEUTRAL] Alright, [PII], was there anything else? Oh.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with? All right, well, thanks for calling ATL. Have a great weekend.
[CUSTOMER][NEUTRAL] Oh, no, ma'am. No, we're all set.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.