AccountId: 011433970860
ContactId: a3c02b93-19bc-4c00-947e-7ee2f8ec5957
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317000 ms
Total Talk Time (AGENT): 85019 ms
Total Talk Time (CUSTOMER): 62842 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/a3c02b93-19bc-4c00-947e-7ee2f8ec5957_20250403T16:55_UTC.wav
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[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Thank you for calling ATL.
[CUSTOMER][NEUTRAL] So hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, this is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how are you doing? My name is [PII], mister, and um I need a huge favor because I don't have my insurance card and nothing on me. I was wondering if y'all can email it to my email address.
[AGENT][NEUTRAL] OK, [PII], I can help you with your um card. Can I please get your social, just in case um the social will pull in your policy for me. Do you know the policy number?
[CUSTOMER][POSITIVE] No, no problem.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I don't know the policy. I don't know my social is [PII].
[CUSTOMER][NEUTRAL] You ready for my social?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is your callback number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull up your, find your policy real quick.
[AGENT][NEUTRAL] OK, [PII], can I please get your date of birth?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] And the address is [PII].
[CUSTOMER][NEUTRAL] I don't know what email address I have. I think it's [PII].
[AGENT][NEUTRAL] OK, and then, um, the phone number that you gave me just in case the call gets disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes, this is my cell phone number.
[AGENT][POSITIVE] OK, thank you so much. And you have several different policies with us, which one are you the copy of?
[CUSTOMER][NEUTRAL] I'm, uh, the medical insurance.
[AGENT][NEUTRAL] OK. The medical, OK.
[AGENT][NEUTRAL] All right, and then I'm showing that your.
[AGENT][NEUTRAL] Email address is
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]. Yeah, that's either one you can either use that one or other one, but you can use that one, [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, sir, while I get that email ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Mr. [PII], I have that card on its way to you now. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Uh, that would be it. I appreciate that.
[AGENT][POSITIVE] It's no problem at all. I hope you have a good day, sir. You're welcome. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.