AccountId: 011433970860
ContactId: 16b26600-3664-4776-8cf2-168a786c399b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291649 ms
Total Talk Time (AGENT): 81042 ms
Total Talk Time (CUSTOMER): 69984 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/16b26600-3664-4776-8cf2-168a786c399b_20250127T22:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm not sure I hit the right number. I have, uh, this is [PII] with Gulf Coast LTC Partners Inc.
[CUSTOMER][NEUTRAL] And I have an employee who called.
[CUSTOMER][NEUTRAL] And said that she had called you all about her cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that y'all told her she didn't have one.
[AGENT][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] We can definitely take a look. Do you have a policy number for her? Any anything or a name?
[CUSTOMER][NEUTRAL] Uh, have a name and a, um.
[CUSTOMER][NEUTRAL] Hold on, let me find it again and a uh group number.
[AGENT][NEUTRAL] OK, so yeah, let's try.
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][NEUTRAL] 16479
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK. And then, um,
[AGENT][NEUTRAL] And then who are we looking for as far as insured?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] OK. I see what happened here. It looks like there was a typo even in her name. And so it has it as [PII] on her cancer and not [PII]. Let me fix this.
[AGENT][NEUTRAL] She does have one though.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Did you wanna take down the uh policy number for the cancer policy?
[CUSTOMER][NEUTRAL] Yes, uh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so that policy number is going to be 130.
[AGENT][NEUTRAL] 2833.
[CUSTOMER][NEUTRAL] 1302833
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. uh, thank you. I, uh, which, if I believe she wants to file a claim, uh, which one does she, when she calls which number does she?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, I can't think of the word.
[AGENT][NEUTRAL] Oh, on the phone tree like what option does she hit when she calls in?
[CUSTOMER][POSITIVE] Yes, uh-huh, yes, thank you.
[AGENT][NEUTRAL] I believe it's option 3. I'm not 100% on that, but um, yeah, I mean anybody in customer service can help her as far as like how to file a claim.
[CUSTOMER][POSITIVE] OK alright thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good rest of your day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Um bye.