AccountId: 011433970860
ContactId: 6b751d1c-c74e-40b9-9549-a6dc551f2608
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290220 ms
Total Talk Time (AGENT): 129592 ms
Total Talk Time (CUSTOMER): 146855 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/6b751d1c-c74e-40b9-9549-a6dc551f2608_20250411T20:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I may have spoke to you just a few minutes ago, but my name is, uh, [PII], and, um, I called regarding, uh, getting policy number, employee group ID, and some information to turn over to, um, a company that had the wrong insurance for me. Is that was that you I spoke to?
[AGENT][NEUTRAL] Yes, yes, that was.
[CUSTOMER][NEUTRAL] Uh, OK, so I called them back to, um, give them the information. They say, well, we also need the address to send the claim. So can I get your
[AGENT][NEUTRAL] Oh, OK, they want the physical address. OK.
[CUSTOMER][NEUTRAL] I guess I don't know. I, I've just, I've been back and forth for the last 3 hours on this, so it's like it's getting to the point where it's just.
[AGENT][NEUTRAL] OK. All right.
[AGENT][POSITIVE] Bless your heart.
[CUSTOMER][NEGATIVE] Getting frustrating so um yeah I guess I just need.
[AGENT][NEUTRAL] Yes, I understand.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and if you think can think of anything else that I might need to provide to them, uh, you gave me everything except I guess the address so.
[AGENT][NEUTRAL] Right, uh, apparently they don't want to send it electronically. So let, let me give you this physical address. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry you you cut out [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, so, uh, [PII].
[AGENT][NEUTRAL] Yes and we have a fax number if they wanna fax it in I'm gonna give that to you also.
[CUSTOMER][NEUTRAL] And, and that
[CUSTOMER][POSITIVE] That'd be perfect. The more the merrier, the more information the better. OK.
[AGENT][NEUTRAL] Send it 3 ways, just get it here. OK. All right, the fax number is.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] It's 1877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 877.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942 3
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] 118773659423
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, I'm, I'm, I'm sorry, we have like we must have a bad connection because you're kind of cutting out every once in a while.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] I apologize for that.
[CUSTOMER][NEUTRAL] OK, uh, I'll let know, so no, it's not your fault, so they'll they'll, uh, send the claim.
[CUSTOMER][NEUTRAL] The address to send the claim is the one you gave me and the fax number is good. You gave me the policy information. There's, is there anything else you can think of that a company might want?
[AGENT][NEUTRAL] No, I can't think of anything else. That is all I can think of at the moment. Um, when we get calls in, that's all the information that they ask for.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well that sounds great and I really appreciate your help. Hopefully, hopefully this is all the information I need.
[AGENT][POSITIVE] Oh, it's no problem.
[AGENT][NEUTRAL] OK. All right. Um, and if they ask you, uh, one more thing, if they ask you if the policy is still active, you can tell them no it terminated on [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Oh wait, no, that's not your policy. Don't give them that number.
[CUSTOMER][NEUTRAL] gave me a just oh.
[CUSTOMER][NEUTRAL] Oh yeah, I was gonna say you gave me an effective date [PII].
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Yeah, that's the day that it started. Um, let me look up your policy and I can give you the termination, the lapse date.
[AGENT][NEUTRAL] I had another policy. I apologize, pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that one, the terminations probably [PII].
[AGENT][NEUTRAL] You're correct. [PII].
[CUSTOMER][NEUTRAL] Because that's when I
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][POSITIVE] OK, well, that should be all I need. I think I got everything now, hopefully, fingers crossed.
[AGENT][NEUTRAL] And, and if they have.
[AGENT][NEUTRAL] If they have any further questions, give them the phone number and let them call me and or any of us girls and we can verify benefits over the phone or anything else that they may need.
[CUSTOMER][POSITIVE] OK, that sounds wonderful and I appreciate it.
[AGENT][POSITIVE] OK, you're welcome.
[CUSTOMER][POSITIVE] Alright, have a, have a good weekend.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You have a good weekend too, [PII]. Thank you for calling APL. Bye bye sir.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you. Bye-bye.