AccountId: 011433970860
ContactId: 0ef8399b-a218-4b94-91bb-8b9bd03f65bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154460 ms
Total Talk Time (AGENT): 34530 ms
Total Talk Time (CUSTOMER): 63583 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/0ef8399b-a218-4b94-91bb-8b9bd03f65bf_20250306T20:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I faxed over, um, my hospital indemnity, um, claim form last week, and I just wanted to make sure you guys received it.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] Um, my last name is [PII] My first name is [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Um I'm trying to find that.
[CUSTOMER][NEUTRAL] here it is, it is 02583792.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] from [PII].
[AGENT][NEUTRAL] And your mailing address and email address please?
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Looks like it's your work email.
[AGENT][NEUTRAL] That we have.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and what's your, uh, mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the state and zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you said that you're calling to see if we received your document we did on the [PII] and it's in, it's in line waiting to be processed.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right. Anything else?
[CUSTOMER][NEUTRAL] Alrighty, nope, that's it. I just wanted to make sure you guys received that.
[AGENT][POSITIVE] OK, thank you for calling [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Uh, bye-bye.