AccountId: 011433970860
ContactId: b1083716-c4eb-4a20-ab83-1fb2b02d5fd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338059 ms
Total Talk Time (AGENT): 95934 ms
Total Talk Time (CUSTOMER): 82956 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/b1083716-c4eb-4a20-ab83-1fb2b02d5fd4_20250506T19:22_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] right
[AGENT][POSITIVE] Hi, thank you for calling ATL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Good, thank you. um, I need to check on something if I can give you our policy number or group number please.
[AGENT][NEUTRAL] OK, are you the insured?
[CUSTOMER][NEUTRAL] Yes, we're the insured.
[AGENT][NEUTRAL] OK. Yes, I would like the policy certificate number, please.
[CUSTOMER][NEUTRAL] Uh, group number is 18537.
[CUSTOMER][NEUTRAL] I thought you
[AGENT][NEUTRAL] Um, the policy certificate number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Certificate number. What do you mean? I've, I've only used this is a group of.
[AGENT][NEUTRAL] These
[CUSTOMER][NEUTRAL] No sugar no nothing
[AGENT][NEUTRAL] The policy number, certificate number, inpatient, outpatient.
[CUSTOMER][NEUTRAL] This is a
[CUSTOMER][NEUTRAL] OK, this is an this is um a group policy. Am I calling the right place?
[AGENT][NEUTRAL] OK, are you
[CUSTOMER][NEUTRAL] I've I've never been asked that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just, I am the administrator.
[AGENT][NEUTRAL] OK, you're the administrator, OK, um, just give me one second. Are you calling for billing purposes or you're calling to, OK, and may I have your name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] so
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and give me the group number again, please.
[CUSTOMER][NEUTRAL] The group number is 18537.
[AGENT][NEUTRAL] Excuse me one moment.
[CUSTOMER][NEUTRAL] Oh well yeah that but I was thinking about it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and your call back number?
[CUSTOMER][NEUTRAL] [PII] is [PII].
[CUSTOMER][NEUTRAL] Oh OK
[AGENT][NEUTRAL] Yeah, that was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think like Tuesday after
[AGENT][NEUTRAL] And extension is [PII]. OK, and verify the mailing address please.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. And your email address?
[CUSTOMER][NEUTRAL] Is my full name [PII].
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK, thank you. OK, and you're calling for billing purposes, OK? Give me one moment please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, and may I place you on a brief hold please [PII]?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Sure. Um, we have.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Yes, hi, this is [PII] in the claims department. I have a Mr. [PII], the group admin for group number 18537 on the line.
[CUSTOMER][NEUTRAL] And it's 7.
[AGENT][NEUTRAL] Yes, with a callback number of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and she's calling in regards to um.
[AGENT][NEUTRAL] [PII] and I, I.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Tell me, tell me her name again, please.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] What, what was her name again?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][POSITIVE] OK, you can send it to me. Thank you so much.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you. I have [PII] on the line she's going to assist you further, OK? And thank you.
[AGENT][POSITIVE] Yes [PII] have a great day take care bye.