AccountId: 011433970860
ContactId: 0bfb9747-cdb2-4b6f-b10f-b7e1f83b72f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483510 ms
Total Talk Time (AGENT): 163966 ms
Total Talk Time (CUSTOMER): 101753 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/0bfb9747-cdb2-4b6f-b10f-b7e1f83b72f1_20250619T19:08_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was talking to somebody yesterday, um, and we had to put like a IT work order ticket in. I was just wondering if y'all heard anything back on that. I haven't got a call.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Are you with the group or are you an individual?
[CUSTOMER][NEUTRAL] I'm an individual. Um, I was trying to back up the claim and when it was got to the claimant's part, it had nothing for me, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you were filing a claim, is that what you're saying?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I apologize, just making sure I heard that right. Would you give me your policy number?
[CUSTOMER][NEUTRAL] Um, just a moment. Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't believe I have that on me right now.
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Was that [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, just wanna make sure I get those first three digits correct. Let's see here.
[AGENT][NEUTRAL] Let's see if I can find you.
[CUSTOMER][NEUTRAL] And I think the thing.
[CUSTOMER][NEGATIVE] Uh, yes, no.
[AGENT][NEUTRAL] Alright, and your
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, what's your name?
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Alright and the last thing I need you to do is just confirm your home address for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get you over to the person that can help you with that, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 1.
[CUSTOMER][NEUTRAL] Ferring
[AGENT][NEGATIVE] Oh darn, I didn't get the number.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] billing.
[AGENT][NEUTRAL] I have an insured on the phone said she called yesterday and I guess she was trying to submit a claim and someone she spoke with was gonna have to submit an IT ticket but I couldn't get much other information out of her she didn't give me a policy number but I do have it now, um, well, wait, I have a customer number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anyhow, let me give you her information.
[AGENT][NEUTRAL] Wait, you know what? I guess I can, let me look at this, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] When I'm in uh the CUDAT screen because that's how I found her through her social, where does it have her policy where can I go to find her policy number from there?
[CUSTOMER][NEUTRAL] You're, you're in lion?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Like, do you go to
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, yeah, you can go to there from the Q. OK, I'm gonna do this. I need that, um, but that did not pull up her name, uh.
[CUSTOMER][NEUTRAL] Or [PII]
[AGENT][NEUTRAL] Let me go back
[AGENT][NEUTRAL] Hold on, let me go back to [PII] and pull her back, OK.
[AGENT][NEUTRAL] That, that's not her, uh.
[AGENT][NEUTRAL] Let's see [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh my word.
[AGENT][NEGATIVE] OK, let me just give you your social because I'm I'm afraid to lose it again.
[AGENT][NEUTRAL] It's [PII] and I did verify her uh address and of course she gave me her social. I did not, however, verify her phone number but the one that she's calling from is the one that's in our system.
[CUSTOMER][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEUTRAL] OK, what's her name?
[AGENT][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] And you do have access to to the lion?
[AGENT][NEUTRAL] Yes ma'am, I just don't know like I went straight to QA to pull her up because I had to have that, uh, I had her I had her social. I just don't know what screen I can go to from there that'll keep this information and find her.
[CUSTOMER][NEUTRAL] When you
[CUSTOMER][NEUTRAL] It's OK. When you go to
[CUSTOMER][NEUTRAL] When you go to PIDAT to the top left, it'll tell you the policy number.
[AGENT][NEUTRAL] Yeah, but see, it's not, it's not transferring over like it changes back to like the old one I had, like it, it brings up someone else.
[CUSTOMER][NEUTRAL] But I just found it though.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Like I don't know how to go out of that QA screen and pull that information over.
[AGENT][NEUTRAL] Like her, you know what I mean?
[AGENT][NEUTRAL] Oh, let's see, uh, 649-018.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I have her here. So what is she trying to do?
[AGENT][NEUTRAL] She called yesterday and spoke with someone about a filing a claim and whomever it was had to submit an IT ticket and she's wanting to know if anything has come of it.
[CUSTOMER][NEUTRAL] Oh Lord, OK, hold on one.
[AGENT][NEUTRAL] And I'm not allowed to transfer anybody but you guys.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I uh see you for a ticket, uh.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] You can go ahead and send her through, um, and then I'll have to figure out what to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm sorry, honey.
[CUSTOMER][NEUTRAL] No, it's OK. Go, it's fine.
[AGENT][NEUTRAL] OK, I'm gonna put her right through.