AccountId: 011433970860
ContactId: 148616ce-45c2-4662-b91e-8b29cb9094a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188449 ms
Total Talk Time (AGENT): 72608 ms
Total Talk Time (CUSTOMER): 67858 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/148616ce-45c2-4662-b91e-8b29cb9094a9_20250225T18:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I was filling out a claim form and it asked for my policy number and I, I don't think I have that somewhere written down.
[AGENT][NEUTRAL] OK, I can help you get your policy number. Can you please give me your name and your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Alright, it's [PII], callback number is [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], may I get your social security number and that'll pull your policy in for us.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII]. Are you uh filing on a cancer claim?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, alright, I wanted to make sure I had the right one and then for security reasons can you give me your address, phone number and email address that we have on the policy for you please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, address is [PII]. What else did you say?
[AGENT][NEUTRAL] Your email address, please?
[CUSTOMER][NEUTRAL] OK. I have 22, so I'm not sure which one I've given y'all. [PII] is one.
[AGENT][POSITIVE] That's it. Yes, ma'am. That's it. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let's go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give you your policy number now it's 974.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 731.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 731.
[AGENT][NEUTRAL] No, 974731.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 731.
[CUSTOMER][NEUTRAL] 974731
[AGENT][NEUTRAL] Yes, 974.
[AGENT][NEUTRAL] You've got it.
[CUSTOMER][NEUTRAL] 974731
[CUSTOMER][NEUTRAL] OK. You're cutting out a little bit on me, so that's why I couldn't hear it. OK. All right. Well, I'll put that down and get this in the mail.
[AGENT][NEUTRAL] Yes ma'am, that's it.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] OK. We thank you so much, Ms. [PII], for calling APL today and I hope you have a blessed rest of your week.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][NEUTRAL] Mm bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.