AccountId: 011433970860
ContactId: 10583822-c992-4a01-9f15-04d98c23fc97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371579 ms
Total Talk Time (AGENT): 95224 ms
Total Talk Time (CUSTOMER): 102975 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/10583822-c992-4a01-9f15-04d98c23fc97_20250122T21:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing OK. Um, I was just calling, uh, regarding, uh, a letter that I received for you guys, I.
[CUSTOMER][NEUTRAL] The the letter states that you guys have uh received a claim and then you reviewing them at the moment if there is additional additional information you will contact me to get more information.
[CUSTOMER][NEUTRAL] So I, I wanted to know um what uh what claim are we talking about?
[AGENT][NEUTRAL] OK, I can help you with that. Do you have your policy number?
[CUSTOMER][NEUTRAL] No, I don't know because I don't have that insurance anymore, so.
[AGENT][NEUTRAL] OK, and your name, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Can you spell that for me, please?
[CUSTOMER][NEUTRAL] Um, the
[CUSTOMER][NEUTRAL] G like um yeah, I can't remember. G uh
[CUSTOMER][NEUTRAL] Like golf, I'm sorry, G [PII].
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I S E.
[CUSTOMER][NEUTRAL] LOA.
[CUSTOMER][NEUTRAL] P. like the [PII], E.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] L L O
[AGENT][NEUTRAL] Alright, thank you, and let me see if I can find your policy.
[AGENT][NEUTRAL] OK and your last name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh, OK. I'm sorry.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm sorry, I'm having a hard time finding that out, uh, hold on just a moment.
[AGENT][NEGATIVE] I clicked on the wrong policy.
[AGENT][NEUTRAL] OK, and [PII], do you mind verifying your date of birth and your address for me please?
[CUSTOMER][NEUTRAL] Uh, yes, um, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your phone number and email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying and you were calling on a claim. Was that on your um medical or your dental policy?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Medical. Alright, and I will need to connect you with our claims departments that can pull up that claim for you and tell you what it's about. Um, is there anything else that I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] Uh, no, no, no, it's OK. Please transfer with somebody who can help me.
[AGENT][POSITIVE] OK, alright, well thank you for calling APL. You have a wonderful day, Ms. [PII], and hold and I'll connect you with the clients.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm doing well. I'm good, thank you. How are you?
[AGENT][NEUTRAL] I'm good. I have uh [PII] on the phone and she's received a letter about a claim, and she's wanting to see what that claim was about.
[CUSTOMER][NEUTRAL] Certainly, do you have her policy number?
[AGENT][NEUTRAL] Uh-huh. It's 254-540-2.
[AGENT][NEUTRAL] And I verified all her information.
[CUSTOMER][NEUTRAL] OK and is that her callback number the [PII].
[AGENT][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, great, thank you [PII].
[AGENT][NEUTRAL] OK, thank you, and here she is.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi [PII].