AccountId: 011433970860
ContactId: 98998fde-acf5-446c-b63c-44c735ecfca3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252509 ms
Total Talk Time (AGENT): 60008 ms
Total Talk Time (CUSTOMER): 154100 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/98998fde-acf5-446c-b63c-44c735ecfca3_20250319T17:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for, I'm sorry, good afternoon. Thank you for calling APL speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, hello, OK, um, I need my ATL policy number. I'm not even sure if I have one. OK, I, I called my insurance, insurance that I had August of last year which was CHCS, and they, um, emailed me a hospital indemnity form to fill out and to, um.
[CUSTOMER][NEUTRAL] And to have it either mailed or or faxed over, OK, I am signing the form. I'm signing the second form where it says APL policy number printed name. I have my name. Where do I find the APL policy number? Do I even have one? It doesn't matter if I don't put it in?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, they usually can go by your social or your name, but what is your name for me, please? I can give that policy number to you.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, spell that last name again for me, I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Give me one moment, Ms. [PII].
[AGENT][NEUTRAL] OK, thank you. And verify your date of birth, mailing address and email address for me.
[CUSTOMER][NEUTRAL] [PII] is my date of birth.
[CUSTOMER][NEUTRAL] And what else do you need?
[AGENT][NEUTRAL] Mailing address and email address please.
[CUSTOMER][NEUTRAL] OK. Um, the, the mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII]. That's [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. Um [PII].
[AGENT][NEUTRAL] OK, uh, let me know when you're ready I can give you your policy number, Ms. [PII].
[CUSTOMER][POSITIVE] OK, all right, I'm ready now.
[AGENT][NEUTRAL] OK, it's 249-928-8.
[CUSTOMER][NEUTRAL] The phone
[CUSTOMER][NEUTRAL] 249-928-8. And that's
[CUSTOMER][NEUTRAL] And that's without any spaces, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] That's 249-928-8.
[AGENT][NEUTRAL] 249. Yes, ma'am. 9288.
[CUSTOMER][POSITIVE] Perfect. OK. Thank you so very much. I'm all set and the um
[CUSTOMER][NEUTRAL] The fax number that I sent it to, I believe it's [PII].
[AGENT][NEUTRAL] Uh, no, ma'am. Uh, let me know when you're ready. I'll give you that fax number as well.
[CUSTOMER][NEUTRAL] OK, is, is it, is it [PII], no, I'm sorry, is it [PII]?
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I have to send it, OK, because I have the address to send it to and I, and I assumed that that would be the right fax number, but it is not.
[CUSTOMER][NEUTRAL] So the fax number is [PII].
[AGENT][NEUTRAL] [PII]. Yes, [PII].
[CUSTOMER][NEUTRAL] OK perfect so you just need those those two forms filled out and the um.
[CUSTOMER][NEUTRAL] The um um the med.
[AGENT][NEUTRAL] Itemized bill.
[CUSTOMER][NEUTRAL] And then the bill, yes, I actually made a copy, so I'll send you a copy, OK? And there's those two forms in the bill and I'm, I'm all set, right?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you so very much for all your help, ma'am.
[AGENT][POSITIVE] Alright, you're welcome and thanks for calling APL Miss [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you, same to you. Bye.
[AGENT][NEUTRAL] Bye.