AccountId: 011433970860
ContactId: 681c5d9e-a8db-450f-91a8-d95eca1de228
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285380 ms
Total Talk Time (AGENT): 88067 ms
Total Talk Time (CUSTOMER): 118046 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/681c5d9e-a8db-450f-91a8-d95eca1de228_20250505T17:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I am trying to issue a certificate of insurance to you guys and I don't have the proper information in order to do that.
[AGENT][NEUTRAL] OK, are you trying to issue it for yourself, ma'am?
[CUSTOMER][NEUTRAL] No, I'm trying to give you proof of insurance for one of our insured. Um, I'm, I'm an insurance agent.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they're asking for proof of coverage for APL and in the email there's no company name, address, or anything like that. So could you help me with that?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I can help you. Can I please get your name and your callback number just in case the call is dropped I can call you right back.
[CUSTOMER][NEUTRAL] Sure. Um, my name is [PII] and um my number is [PII].
[CUSTOMER][NEUTRAL] That's my cell phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I am with Boyd um Insurance and Investments.
[AGENT][POSITIVE] Thank you, Miss [PII].
[AGENT][NEUTRAL] OK and then what is your group number please Ms. [PII]?
[CUSTOMER][NEUTRAL] So there is um a number in the subject line that I was provided at 885.
[CUSTOMER][NEUTRAL] 8243.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] I'm hoping that will help you.
[AGENT][NEUTRAL] No, that's not the group. uh, let me keep looking real quick though.
[CUSTOMER][NEUTRAL] So it says in the the line [PII].
[CUSTOMER][NEUTRAL] And then it has that 885-824-3.
[CUSTOMER][NEUTRAL] So the company that we insure is National Benefits Group.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so you're not actually with the group itself, you're just calling on behalf of the member.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To get information about our company for the certificate of coverage.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You are correct, yes, we're issuing the certificate for proof of ENO and I just need you guys' address um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It just says APL on it, on this email, that's it.
[AGENT][NEUTRAL] OK, alright, so you just need our physical address, is that correct?
[CUSTOMER][POSITIVE] That would be wonderful.
[AGENT][NEUTRAL] OK, I can give that to you right, it's going to be uh [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, I'm gonna read it back to you. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, that's correct.
[CUSTOMER][NEUTRAL] OK, and then it looks like the recipient is [PII].
[CUSTOMER][NEUTRAL] In operation
[CUSTOMER][NEUTRAL] And the email that we're to use is.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, it says [PII] agents [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that would be the email address that you received?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, that, that would be correct.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alrighty I will shoot this over to you guys now and we should be good to go. Thank you for your time.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so very welcome, Miss [PII]. I hope you have a wonderful week.
[AGENT][POSITIVE] And thank you for calling APL.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.