AccountId: 011433970860
ContactId: 935ff9cd-2139-48eb-92d0-3d9fcc110090
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 619880 ms
Total Talk Time (AGENT): 142224 ms
Total Talk Time (CUSTOMER): 139507 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/935ff9cd-2139-48eb-92d0-3d9fcc110090_20250408T19:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how you doing?
[AGENT][NEUTRAL] Hey
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][NEUTRAL] I'm doing well. Uh, I'm a, uh, customer with APL and um I need uh a printout showing proof of, um, um, insurance for the, um.
[CUSTOMER][NEUTRAL] [PII] physical year for my taxes and I was wondering could you get that to me, email it to me or something?
[AGENT][NEUTRAL] Uh, so I'm not sure if we can send you a printout for your taxes.
[AGENT][NEUTRAL] Uh, just one second. Let me put you on a brief hold and ask one of my colleagues, OK?
[CUSTOMER][NEUTRAL] Alright, I, well, I need proof of the uh of being insured through [PII].
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, thank you for holding. So are you looking for a certificate of coverage?
[CUSTOMER][NEUTRAL] Yeah, that'll be fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, can I get your policy number? Sorry.
[CUSTOMER][NEUTRAL] Can, can you email that to me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, um, let's see, is that the group number? That's not the group number, right?
[AGENT][NEUTRAL] It should say cert number certificate number.
[CUSTOMER][NEUTRAL] I got a member number.
[AGENT][NEUTRAL] Uh, I should say policy cert number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] See, I, I got these little cards that y'all sent out.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can look
[CUSTOMER][NEUTRAL] It got because on the card on the cards it got member name, my name, member number and effective date.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let's do the member number.
[AGENT][NEUTRAL] Let's try that.
[CUSTOMER][NEUTRAL] OK, you ready?
[AGENT][POSITIVE] Yes, ready.
[CUSTOMER][NEUTRAL] 0021.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 222.
[CUSTOMER][NEUTRAL] 90
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I just need to verify a couple pieces of information. What is your date of birth and your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And then your mailing address and email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what else you ask
[AGENT][NEUTRAL] So we can send you the certificate of coverage via email if that's OK with you.
[CUSTOMER][NEUTRAL] OK, that'll be fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm just gonna pull it up really quick and make sure.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, so it looks like customer service will be able to help you with that.
[AGENT][NEUTRAL] So I can transfer you over.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. Thank you. Just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] from the care team. I have an insured or on the phone right now, and he is needing a certificate of coverage for tax purposes. Um, can I transfer him over to you? I have his policy number and I have verified him.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, certificate of coverage.
[CUSTOMER][NEUTRAL] For tax purposes, uh.
[CUSTOMER][NEUTRAL] OK. Uh, what is the policy number?
[AGENT][NEUTRAL] It is 212-2290.
[CUSTOMER][NEUTRAL] All right, let me pull it up really quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Mm, yeah, we're still tracking.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um, I don't know if he would like you to transfer me and then need to provide a phone number.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So he can reach out to UTBA. He will have to reach out to them since they are the ones um that handle all the information for those policies.
[AGENT][POSITIVE] OK. Yeah, I will, I'll handle it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, do you want, do you have the number?
[AGENT][NEUTRAL] Uh, I do, yes.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, never mind, so my colleague said that I can, I just need to transfer it over. I'm sorry, I'm new, so.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, do you mind providing him with the number?
[CUSTOMER][NEUTRAL] Uh, sure, I can.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I'm swapping it now.
[CUSTOMER][POSITIVE] All right, yeah, I got it.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm I got it.
[AGENT][NEUTRAL] Bye, bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, [PII], are you there?
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][POSITIVE] OK. I am joining you guys right now, OK? And she'll help you.
[CUSTOMER][NEUTRAL] He
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Hey, how you doing?
[CUSTOMER][POSITIVE] Hello, I'm doing great um I