AccountId: 011433970860
ContactId: 1435de6e-afcd-4e99-ae56-fdbf0d8afe5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284440 ms
Total Talk Time (AGENT): 78195 ms
Total Talk Time (CUSTOMER): 106007 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/1435de6e-afcd-4e99-ae56-fdbf0d8afe5e_20241231T17:28_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from TSR Injury Law on behalf of our client, um.
[CUSTOMER][NEUTRAL] He has what I believe is a life insurance policy through you guys and I'm just wondering if those types of policy covers medical payments because he doesn't have another type of.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, health insurance.
[AGENT][NEUTRAL] All right, thank you. Do you mind spelling your name for documentation purposes?
[CUSTOMER][NEUTRAL] Yeah, um, my first name is [PII]. It's spelled [PII], um, my last initial is [PII]
[AGENT][POSITIVE] Thank you, [PII] and what law firm are you with again?
[CUSTOMER][NEUTRAL] Yeah, TSR Tom Sam Romeo injury law.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is this, do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, let's see, I have, yes, the policy number is 02536366.
[AGENT][NEUTRAL] And what is his name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] and his date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. Bear with me just one moment please, ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'll put you on a brief hold and let me see if the lady is available to take your call, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey Nix, if you don't mind holding just one moment, let me send you to Ms. [PII]. She's in our legal department, OK?
[CUSTOMER][POSITIVE] OK sounds good thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII]. It's regarding um policy 253-6366, a verify date of birth.
[AGENT][NEUTRAL] And there it's uh her name is [PII] with TSR injury law.
[CUSTOMER][NEUTRAL] OK, and, and I'm sorry, what is her name again? [PII]. How do you spell that?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And she's with, who is she with?
[AGENT][NEUTRAL] TSR.
[AGENT][NEUTRAL] Injury law.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her callback number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and your verified date of birth on Mr. [PII]?
[AGENT][NEUTRAL] I did.
[AGENT][NEUTRAL] I did.
[CUSTOMER][POSITIVE] OK, thank you. You can transfer.
[AGENT][POSITIVE] All right, thank you. Let me get her on the line. Thank you, [PII]. Happy [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, thank you, you too.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] [PII], thank you for your patience. I do have Ms. [PII] on the line. She's going to assist you further and have a happy [PII].
[CUSTOMER][POSITIVE] Yes you too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hi. Hi, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I am calling because we represent a client who has a life insurance policy I believe with you guys um I'm just looking to see if.