AccountId: 011433970860
ContactId: 10d0b90d-d755-40fd-ab9f-1e37ef184cfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425760 ms
Total Talk Time (AGENT): 165095 ms
Total Talk Time (CUSTOMER): 101828 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/10d0b90d-d755-40fd-ab9f-1e37ef184cfd_20250221T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name's [PII]. I'm just calling to see an update on the status of the claim that I put in to see if there was any response back from that.
[AGENT][NEUTRAL] OK, I can help you with your claim, sir can you please spell your first name for me again?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK and then what is your policy numbers sir?
[CUSTOMER][NEUTRAL] 682.
[CUSTOMER][NEUTRAL] 828-917
[AGENT][NEUTRAL] OK, let me look up that policy.
[AGENT][NEUTRAL] OK, that do you see another number?
[AGENT][NEUTRAL] Or can you give me your social security number so I can pull your policy in?
[CUSTOMER][NEUTRAL] Um, social [PII].
[AGENT][NEUTRAL] Your social is [PII].
[CUSTOMER][NEUTRAL] Or do you need the full?
[CUSTOMER][NEUTRAL] Oh, that, that's the last 4 you need the full.
[AGENT][NEUTRAL] Oh, yeah, yeah. OK. Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look it up with your social real quick.
[AGENT][NEUTRAL] OK. And for security reasons, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then also your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Address is [PII], um, email address is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] OK, looks like I have a different um address for you. It's in [PII].
[CUSTOMER][NEUTRAL] Yeah, um, I mean that was changed months ago, but as far as the address that was on file from [PII] before I moved there, um, that was, uh, where was I at? um, [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. I'll need to update.
[CUSTOMER][NEUTRAL] But that was changed months ago.
[AGENT][NEUTRAL] OK, it's still showing your [PII] address. So can, would you mind giving me your address, please, one more time? That way I can update it in the system, make sure it gets changed this time.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Apartment
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the uh [PII] is the city.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, city. OK. And then what was your zip code, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me go ahead and update that um and then the phone number that you gave me to call you back on is that your cell phone number sir?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get this address fixed and make sure it stays this time because sometimes when people change them they don't stick and you have to go back in like today and update it again so I'm gonna make sure it stays.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] OK, I've got it updated for you and it's stuck this time.
[AGENT][NEUTRAL] OK, so now we're gonna check your claim.
[AGENT][NEUTRAL] OK, I'm showing the last reported claim was [PII].
[CUSTOMER][NEUTRAL] Yeah, I mean this has been ongoing since [PII].
[CUSTOMER][NEUTRAL] That's why I had the day of the surgery.
[AGENT][NEUTRAL] Alright, the one that from October was paid $700 with check number 2010925, and let me pull that check number in.
[AGENT][POSITIVE] And it was paid to you and it was cleared.
[CUSTOMER][NEUTRAL] Well, yes, so that was through that was paid through APL.
[AGENT][NEUTRAL] Yeah, this is APL.
[CUSTOMER][NEUTRAL] But like that's not so.
[CUSTOMER][NEUTRAL] Yeah, I mean, essentially.
[CUSTOMER][NEUTRAL] What I, what I still need is um.
[CUSTOMER][NEUTRAL] Actually, you know what,
[CUSTOMER][NEGATIVE] This is wrong because I called the wrong number. This is the APL. I need to call business workers association uh workers, so never mind.
[AGENT][POSITIVE] Oh well, you know what? I can probably transfer you on over um because we work hand in hand with them. It's a good thing you called though we got your um address fixed for you. Would you like for me to transfer you to business workers?
[CUSTOMER][POSITIVE] Uh yes please.
[AGENT][NEUTRAL] OK, alright, it's going to be a brief hold I'm gonna transfer you on over um let me give you the phone number just in case the call gets disconnected.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it, thank you.
[AGENT][POSITIVE] You're very welcome. It's gonna be a brief hold. I hope you have a wonderful weekend. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, sir.