AccountId: 011433970860
ContactId: 0896e62a-f056-4467-940c-74e32d6369fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160979 ms
Total Talk Time (AGENT): 99112 ms
Total Talk Time (CUSTOMER): 75318 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/0896e62a-f056-4467-940c-74e32d6369fc_20250205T17:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello, [PII], it's [PII]. I've got, um, hi, I'm good. I've got Miss uh [PII] on the phone, [PII]. I've already spoke to her husband, [PII]. He has given consent for us to talk about his claims with his wife.
[AGENT][NEUTRAL] Hey, how are you doing?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number, whoops let me go back to the first one is 2522544.
[AGENT][NEUTRAL] All right. And I got that one up. OK. And then they got another one or something?
[CUSTOMER][NEUTRAL] Well, she, it's asking for the uh first occurrence diagnosis pathology report, which she's gonna tell you she's on the other line that's gonna be on policy number 778.
[AGENT][NEUTRAL] I just this one.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 528.
[AGENT][NEUTRAL] Policy, 00, I'm sorry. You mean the other policy number 778528.
[CUSTOMER][NEUTRAL] 528 yes and then it's gonna be under claim number 3195446.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] 46. OK, let's see who did this. OK, so you're saying somebody asking for the path report, right? OK.
[CUSTOMER][NEUTRAL] Yes, but it's on this old policy.
[AGENT][NEUTRAL] OK, [PII], 19916 2024. I, I guess that's [PII]. OK, can you, uh, send me, well, I'm gonna see who did this, but they can redo it because they would have to have time to review it to talk to her. So let me see who did who did this, uh.
[AGENT][NEUTRAL] Uh, this is.
[CUSTOMER][NEUTRAL] And I've got her on the other line. She just needs to know.
[AGENT][NEUTRAL] Yeah, yeah, [PII]. So, let me get with [PII]. You give me her phone number and tell her that the adjuster that's handling this gonna give her a call back and what OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Awesome. OK, good deal. Alright, her phone number is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, I'm gonna call [PII] now and I'm gonna give her both of those policy numbers and that mail number that you that uh claim number you said that the path is on and to see if that's what she needed because it could have been something else she needed. I don't know, so I'm gonna let her give her a call back and that number is [PII], correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Yes, that's correct. All right.
[AGENT][NEUTRAL] OK. Yeah, you tell her that they just gonna give her a call back once she can review it, OK?
[CUSTOMER][POSITIVE] OK, I sure will. All right, thank you, bye bye.
[AGENT][POSITIVE] Thank you. Alright, bye-bye.