AccountId: 011433970860
ContactId: ea44d376-f934-4c76-856c-0256b4a0117c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203580 ms
Total Talk Time (AGENT): 79222 ms
Total Talk Time (CUSTOMER): 98126 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/ea44d376-f934-4c76-856c-0256b4a0117c_20250507T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm just returning a call. This is [PII], and I got a call and I got a little note saying that if, if I had sent the affidavit for.
[CUSTOMER][NEUTRAL] And yes, I send it on the [PII], on [PII].
[AGENT][NEUTRAL] OK. I, so what did the message say again, [PII]?
[CUSTOMER][NEUTRAL] to see if I had uh sent.
[CUSTOMER][NEUTRAL] The affidavit.
[AGENT][NEUTRAL] Oh, affidavit. OK.
[AGENT][NEUTRAL] Do you have your
[CUSTOMER][NEUTRAL] And uh this is.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, it's under [PII].
[AGENT][NEUTRAL] Do we have a policy number? I can pull that up.
[CUSTOMER][NEUTRAL] Let me see what we have here.
[CUSTOMER][NEUTRAL] I do have one, but I don't know. I see see if it was on the on the card that you can send that.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Let me see if it's on the letter.
[CUSTOMER][NEUTRAL] Uh, it's not on the letter that you sent me. I have a copy of it in front of me and it's not on here, but it's [PII]. His birthday, you want his birthday? Maybe we can get it that way.
[AGENT][NEUTRAL] Yeah, I can do a search by.
[AGENT][NEUTRAL] Name here.
[CUSTOMER][NEUTRAL] Oh here, never mind, here it is. There's a policy number. It's 457.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 182.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Let me just pull this up here.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. And then if you could just verify uh your date of birth and then the address.
[CUSTOMER][NEUTRAL] Mine is [PII].
[CUSTOMER][NEUTRAL] [PII]. My mailing address is [PII].
[AGENT][NEUTRAL] All right, thank you so much. OK, so I do see the note in here that it looks like you were contacted for the affidavit, and you said you did receive it and you, did you already send it back?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, on the [PII]. I just mailed it Friday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But this is a small town, so it probably didn't go out till Saturday because it it doesn't go out, but like till [PII] or something on Saturday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, right. So what I'll do, um, then, [PII], is I will reach out to [PII], that's who called you, the benefits adjuster, and I will send her a message and just let her know that you called back and I'll let her know that you sent the affidavit out to us on the [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] So I'll let her know that you've got it and that it has been returned and she can be on the lookout for it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] My pleasure. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] No, I'm just
[CUSTOMER][POSITIVE] Here just kind of waiting things so I know you'll have paperwork so I'm good thank you.
[AGENT][POSITIVE] OK. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Uh-huh. Have a good