AccountId: 011433970860
ContactId: 13e476ba-d5ec-470e-916b-314e55f44915
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 635559 ms
Total Talk Time (AGENT): 223947 ms
Total Talk Time (CUSTOMER): 191303 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/13e476ba-d5ec-470e-916b-314e55f44915_20250115T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can, how can I help you?
[CUSTOMER][POSITIVE] Hi [PII], good morning. How are you doing?
[AGENT][NEUTRAL] I'm fine, but I'm, I'm sorry, I can't hear you. There's some background noise that's, I can, I can't hear your voice. Hello?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am. Can you hear me better?
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello. No, ma'am, there's something really loud in the background that I can't hear.
[CUSTOMER][NEUTRAL] Can you hear me a little bit better now?
[AGENT][POSITIVE] Uh, uh, yes, ma'am. We can try and do the best that we can. Yes, ma'am.
[CUSTOMER][POSITIVE] Hey, yes, ma'am. How you doing? I'm sorry ma'am.
[AGENT][POSITIVE] I'm good.
[AGENT][NEUTRAL] That's OK, but I'm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I was calling because um I was trying to get the information of my son's doctor.
[AGENT][NEUTRAL] OK, when you
[CUSTOMER][NEUTRAL] So um you all have that available.
[AGENT][NEUTRAL] OK, I'm sorry. You're needing what type of information?
[CUSTOMER][NEUTRAL] The my son's doctor, he, um, he had recently switched insurance to you all, and I took him one time, but I can't remember the doctor's name that he went and see. I was just wondering, is it on any documents that you all have.
[AGENT][NEUTRAL] OK, so you're trying to see if we've ever received a claim from someone for your son?
[CUSTOMER][NEUTRAL] But yeah, yes ma'am. If so, I just wanted the doctor's name.
[AGENT][NEUTRAL] OK, so yes, ma'am, I can try and see if we can locate a claim for a provider. You would have to be able to tell me though.
[AGENT][NEUTRAL] Well, first off, yes, I can try and help you with this, but I will need to pull up your policy information, verify several things with you for security purposes first. So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII] and I'm so sorry, but there's something that is very loud and ear piercing in the background where you're located.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I apologize. Um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] One second, I can try to make that better.
[CUSTOMER][NEUTRAL] Is that any better?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm sorry, I'm at work. I may have to just step, try to find a way to step outside.
[CUSTOMER][NEUTRAL] They'll use some tools in the background. They're far away, but I guess it's just echoing and not.
[AGENT][NEUTRAL] Yeah ma'am, that's not.
[AGENT][NEUTRAL] Oh, it is. It's very, very loud. It's very loud. Um, that's OK, Ms. [PII], but I mean, I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I try to step up so.
[AGENT][NEUTRAL] OK, yes, cause I, I, I really can't hear you well enough to be able to verify all of your information.
[CUSTOMER][NEUTRAL] OK. Is that a little bit better now?
[AGENT][NEUTRAL] No, ma'am, but we'll
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] But I, I
[CUSTOMER][NEUTRAL] I'm not sure what it could be then.
[AGENT][NEGATIVE] There's something that's, it's just a very loud.
[AGENT][NEUTRAL] Noise in the background.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, what, first off, Ms. [PII], we, we'll do, again, we'll do the best that we can. What is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, it's 01288297.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get your information pulled up please.
[CUSTOMER][NEUTRAL] It's the um policy is under my son's dad, but he called yesterday and had um filled out a form in order for you all to talk to me. Do you need his name in order to pull up the policy instead of my name?
[AGENT][NEUTRAL] I'm gonna have to verify, I'm gonna have, no, ma'am, I'm gonna have to verify all of the information first before we can go any, you know, any further. So, if you could verify the primary insured's name and date of birth.
[CUSTOMER][NEUTRAL] OK, yes ma'am. It's [PII].
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Um, I think his birthday is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the year?
[CUSTOMER][NEUTRAL] Um, not, um, maybe, uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so the information you're providing for me, um, Ms. [PII] isn't matching.
[CUSTOMER][NEUTRAL] OK, hold on, let me get his birthday.
[CUSTOMER][NEUTRAL] Oh, his birthday is [PII].
[AGENT][POSITIVE] Thank you. Also the home mailing address for him?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh, I don't have his address.
[AGENT][NEUTRAL] OK, so we will have to, OK, so Mr. [PII] is going to need to contact us, Ms. [PII], um, because we have to be able to verify certain pieces of information for security purposes first.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So if, so he will need to call us.
[AGENT][NEUTRAL] In order for us to provide that information.
[AGENT][NEUTRAL] And that's really all I, yes, ma'am, but we.
[CUSTOMER][NEUTRAL] He's called um.
[CUSTOMER][NEUTRAL] He called yesterday. He just need his address.
[AGENT][NEUTRAL] He did call but we.
[AGENT][NEUTRAL] Yeah, we have to verify again. It's just for verify for security purposes, there's several things that we have to verify before we can discuss the policy with anyone else.
[AGENT][NEUTRAL] And so to give you any additional information on the p[PII], you have to first be able to do that.
[CUSTOMER][NEUTRAL] OK. All right. I just said I'm trying to get his um.
[AGENT][POSITIVE] I'm so sorry. I could.
[CUSTOMER][NEUTRAL] And I don't have. I have.
[AGENT][NEUTRAL] Again, again, it, that background noise, um, Ms. [PII] is just making it difficult. I understand you.
[CUSTOMER][NEUTRAL] Alright, I apologize. I was trying to mum. I was just trying to get his, um, address. I had texted him, but he hasn't responded yet. I know he just called, told me yesterday that he still got to pay for an order so I can talk to um you all.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But um
[AGENT][NEUTRAL] And for that,
[CUSTOMER][NEUTRAL] I'm not
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] He did ask me for my address. I'm not sure if he put my address on it, cause he did ask me for my address and my son's social, and I provided him with that. Um, I'm not sure possibly that my address would be on it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, ma'am. No, ma'am. I, I, I, I have to verify here everything related to Mr. [PII] first.
[CUSTOMER][NEUTRAL] No, it's not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause the policy's in his name.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright, I'm just trying to schedule my son stop this appointment.
[AGENT][NEUTRAL] Yes, ma'am. I understand.
[CUSTOMER][NEUTRAL] um
[CUSTOMER][POSITIVE] All right then, thank you. I guess I have to wait for him to respond. I wanna keep you on hold waiting on him. I appreciate your help though.
[AGENT][NEUTRAL] Well, you're certainly very welcome and I'm sorry that I couldn't provide more information at the moment, but I do hope that you understand for security purposes.
[CUSTOMER][POSITIVE] Yes, ma'am, I understand. I appreciate it.
[AGENT][POSITIVE] OK, well, you're welcome. And so if that's all, Ms. [PII], that I can help you with at the moment, thank you for calling APL and I hope that you have a very nice day.
[CUSTOMER][POSITIVE] Alright thanks you too.
[AGENT][POSITIVE] You're welcome. Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] Yes