AccountId: 011433970860
ContactId: 075f2641-0b10-49f9-876a-7095f52ca944
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303559 ms
Total Talk Time (AGENT): 111713 ms
Total Talk Time (CUSTOMER): 95908 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/075f2641-0b10-49f9-876a-7095f52ca944_20250109T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and I had filed a claim that was denied and I had another question about it. Can you help me?
[AGENT][NEUTRAL] Yes, Mr. [PII], I can help you with your claim. Uh, can you please give me your callback number, sir, just in case the call is dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] OK, thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um, can I give you my claim number? I have that in front of me.
[AGENT][NEUTRAL] Yes, sir. What is that, sir?
[CUSTOMER][NEUTRAL] 354-955-5
[AGENT][POSITIVE] OK, thank you and let me pull in that claim real quick.
[AGENT][NEUTRAL] OK, Mr. [PII], for security reasons, I'll need for you to please verify your date of birth for me.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on file for you, sir?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And you said my phone number?
[AGENT][NEUTRAL] Yes, is it the same number that you gave me is that your cell?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's correct, yes, and my email, my email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me. OK, I'm pulling up the claim now, sir.
[CUSTOMER][NEUTRAL] Yeah, I had just gotten off the phone with with [PII] and she was explaining to me why it was denied.
[AGENT][NEUTRAL] Mhm. Yes, sir.
[CUSTOMER][NEUTRAL] And that in the summary or the notes that I had sent it it.
[CUSTOMER][NEUTRAL] I had X-rays on my left wrist and it the doctor apparently put down didn't mention like contusion or or body injury, bodily injury, but just that they had, it was because it was in pain, it was pain. And so I went back and I pulled up the summary, and it does say that I was in there for a contusion to my left wrist and I just was going to ask if that's what I need to forward to you.
[AGENT][NEUTRAL] OK, alright. Um, so actually I'm gonna see if Ms. [PII] is available to take your call, since that's who you spoke with before, uh, in the claims department.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're calling, you know, you're calling back just to verify what she told you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm gonna text her real quick.
[AGENT][NEUTRAL] It's gonna be just a sec while she writes me back.
[CUSTOMER][POSITIVE] Oh, that's fine thank you I appreciate it.
[AGENT][NEUTRAL] Hopefully get in.
[AGENT][NEUTRAL] Yes. Uh, oh, I got an eyeball that lets you know that she saw it.
[AGENT][NEUTRAL] OK she said sure I can transfer you on over to her so let me um get her.
[AGENT][NEUTRAL] It's gonna be a brief hold, Mr. [PII], while I transfer you on over and you'll get to talk to [PII] again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a super blessed day and thanks for calling APL, sir.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I'm gonna go ahead and release the call to you. I've got him on the other line.
[CUSTOMER][NEUTRAL] OK, thank you [PII] he's been verified, right? I just talked to him and I know I verified him but OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I've, yes, and I verified him again.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, we'll talk to you later. All right, bye-bye. You're welcome.
[CUSTOMER][POSITIVE] Alright have a good day bye.