AccountId: 011433970860
ContactId: 89f6c76d-e76f-4ccf-930d-4d6977a90162
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133100 ms
Total Talk Time (AGENT): 44470 ms
Total Talk Time (CUSTOMER): 42147 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/89f6c76d-e76f-4ccf-930d-4d6977a90162_20250609T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII], this is [PII] in the claims department. Um, I have a member on the line and he's calling to request, I guess some confirmation documentation. His policy effective date was in [PII], but it expired in January of this year. And so he just need documentation. Would you be able to send that to him?
[AGENT][NEUTRAL] Uh, he's needing documentation of what now?
[CUSTOMER][NEUTRAL] Of the coverage dates on this policy, confirmation.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have his policy number here.
[AGENT][NEUTRAL] Uh, what's the policy number?
[CUSTOMER][NEUTRAL] Um, 239-6600.
[AGENT][NEUTRAL] Alright, let me look it up real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] and what was his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, that wouldn't be us because this isn't um
[AGENT][NEUTRAL] An APL product specifically, so he'll need to call uh UTBA. Do you have their phone number?
[CUSTOMER][NEUTRAL] No, what's the number?
[AGENT][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Um, and you can transfer them, they're pretty easy to transfer over. It's, it's one girl at the desk, so.
[CUSTOMER][POSITIVE] OK, all right, I appreciate your help. I'll get him transferred thank you.
[AGENT][POSITIVE] Great, thank you so much for calling ATL. Have a great day. Oh, sorry, you work here.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I do that all the time. Thank you.
[AGENT][NEUTRAL] All right bye.
[CUSTOMER][NEUTRAL] Bye.