AccountId: 011433970860
ContactId: ed9aa3e1-20cc-46ec-9d31-377d5ead9d02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 701739 ms
Total Talk Time (AGENT): 154838 ms
Total Talk Time (CUSTOMER): 245997 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/ed9aa3e1-20cc-46ec-9d31-377d5ead9d02_20250123T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, my name is [PII], and my husband is the one that has insurance with y'all and um I was calling to find out if, if, if, um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] If they still have APL.
[AGENT][NEUTRAL] OK. And what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] His name is [PII]. OK, it's uh 232-1217.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's a good phone number in case?
[CUSTOMER][NEUTRAL] It's still more and selected.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] And who is the policyholder?
[CUSTOMER][NEUTRAL] My husband.
[AGENT][NEUTRAL] OK, what is his name?
[CUSTOMER][NEUTRAL] [PII] oh [PII].
[AGENT][NEUTRAL] OK, so you're not on the policy?
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] No, I'm not on the policy, but he signed a form that you can discuss it with me.
[AGENT][NEUTRAL] What form was that?
[AGENT][NEUTRAL] That he signed?
[CUSTOMER][POSITIVE] It's a form that I can.
[AGENT][NEUTRAL] The third party
[CUSTOMER][NEUTRAL] Yeah, it's a formed, yeah.
[AGENT][NEUTRAL] OK, OK, got it.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK. I'm OK.
[AGENT][NEUTRAL] No, go ahead, you could talk while I look for this.
[CUSTOMER][NEUTRAL] OK, um, does he still have that because I heard that they was changing insurance, but, but they said they was keeping, keeping APL. The guy was supposed to speak to him Monday, but he canceled.
[AGENT][NEUTRAL] OK. Give me 1 2nd.
[CUSTOMER][NEUTRAL] But they said we would still have APM.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you hold on for a minute, ma'am?
[AGENT][NEUTRAL] Sure, sure.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I'm back.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] So I do show that the policy I've located the third party form um I do show that the policy is currently active at this time now he would need to reach out to his employer as to whether they're going to change or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But I'm showing it, I'm showing it active.
[CUSTOMER][NEUTRAL] OK, well that's what they said in the that's what they said in the meeting.
[AGENT][NEUTRAL] OK, so I'm showing it active at this time.
[CUSTOMER][NEUTRAL] I mean that's what his boss is. OK. Did y'all receive a claim from Quest? They said he owed $11.54 and another one for $5.11. I don't know if he's reached his, um, $6000 limit or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For what date of service?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It was either the not.
[CUSTOMER][NEUTRAL] Was it last Thursday I believe it was.
[AGENT][NEUTRAL] So it's for [PII]?
[AGENT][NEUTRAL] Year [PII]. I don't show any claims for year [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, maybe it hadn't gotten to you yet because I just need a one insurance policy.
[AGENT][NEUTRAL] Right, and I'm looking at.
[CUSTOMER][NEUTRAL] But when that's what they say so.
[AGENT][NEUTRAL] OK, and I'm looking at the authorization form, [PII], and it doesn't specifically state in section B. It says it's asking what information we can disclose whenever you call and it doesn't say anything. Um, do you all still have a copy of what you sent us?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that's been a while back. Can you, can you send us a form and have us, um, send it to his email and have him, uh, OK, I like him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can, I can.
[AGENT][NEUTRAL] Yes, and it's, it's, it's section B, um, whether it's a claim status, benefits just specifically state what information we can disclose to you and give me a second let me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you hold on for just a moment?
[AGENT][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm back.
[AGENT][NEUTRAL] OK. Is [PII] available?
[CUSTOMER][NEUTRAL] Um, no, he's not. He's at home. I'm at work and I just thought I'd call because this insurance company, um, like I said, they were, they were talking about change and I don't know when.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But I just want to make sure they had APL.
[AGENT][NEUTRAL] OK, so right now I'm showing that it is active, and can you verify the email address that we have on file to send the uh.
[AGENT][NEUTRAL] Third party authorization.
[CUSTOMER][NEUTRAL] Well, I have an email address and he's got an email address so I don't know which one you want. His is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it would. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And then I have [PII].
[AGENT][NEUTRAL] Few more minutes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] I am. I'm preparing the document.
[CUSTOMER][NEUTRAL] Oh, OK, OK. I just tried to call him and he's not in, he's probably outside.
[AGENT][NEUTRAL] And we'll have to send it to the email address on his account, so he'll be receiving the email uh huh.
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can he just e-sign it, send it back to you? Does he have to print it?
[AGENT][NEUTRAL] [PII], I think that he has to print it, um, and complete it.
[CUSTOMER][NEUTRAL] OK, he can do that at work then. OK.
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing?
[CUSTOMER][NEUTRAL] Let me check for you, [PII].
[CUSTOMER][NEUTRAL] You have one [PII].
[CUSTOMER][NEUTRAL] OK, stay warm out there.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Is it
[AGENT][NEUTRAL] Is it cold in your area?
[CUSTOMER][NEUTRAL] Oh yeah, I don't know where you, where you at, but in [PII], oh yeah, we, at my house, we had like 6 or 7 inches of snow and it's still on the roof and
[AGENT][POSITIVE] Oh, wow.
[CUSTOMER][NEUTRAL] Cold, we, we haven't had colds and I couldn't tell you when. I think they said we broke a record in [PII] and [PII] something or 83, something like that. It's over 100 years. So yeah, we're not used to this over here. I had to drive in to work today and I, and when every time you get on overpass, there was ice on it so you had to drive real slow.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Oh, absolutely. OK, I just emailed that over to [PII].
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then, uh, like I said, the section that was missing was section B.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] B as in boy.
[AGENT][NEUTRAL] B as in boy.
[CUSTOMER][POSITIVE] OK. I'll let him know. OK. Thank you for your help. All right. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Um, no other questions. Thanks for calling APL. Have a good day for that.
[CUSTOMER][NEUTRAL] OK well what we doing that caching.
[CUSTOMER][NEUTRAL] Ms. [PII], what's the last four of your social?
[CUSTOMER][NEUTRAL] Ms. [PII], do you have your current ID, your, your, um.
[CUSTOMER][NEUTRAL] You updated I unexpired ID because we they tell me.
[CUSTOMER][NEUTRAL] sure.
[CUSTOMER][NEUTRAL] Yeah, it expired in [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] How do you want this back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's on the ground