AccountId: 011433970860
ContactId: 1a1e08d7-043b-496a-a2cd-c8d9cb6e8986
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350500 ms
Total Talk Time (AGENT): 85957 ms
Total Talk Time (CUSTOMER): 70532 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/1a1e08d7-043b-496a-a2cd-c8d9cb6e8986_20250521T13:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, um.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] I'm filling out a claim right now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I need to figure out my policy number.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] So I was wondering if you could
[AGENT][NEUTRAL] Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It'll be [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, one moment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And how do you, we'll look it up by your last name or I can look it up by your social.
[CUSTOMER][NEUTRAL] Whichever one's easier for you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How do you spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] You said [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you so much. Give me just a moment, it's taking a little bit.
[AGENT][NEUTRAL] Is it for your
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Which do you know what kind of insurance it is? Cause I see multiple.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Accident hospital indemnity.
[CUSTOMER][NEUTRAL] Oh, it's, it's an accident.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And address?
[AGENT][NEUTRAL] And email if you have it.
[CUSTOMER][NEUTRAL] 5.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or phone number.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Phone number might be easier because it looks like you are, it's, it would be the policy holder's phone number.
[CUSTOMER][NEUTRAL] So, uh,
[CUSTOMER][NEUTRAL] That would be me or my employer?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] You go back.
[CUSTOMER][NEUTRAL] Cause I, I have this insurance.
[CUSTOMER][NEUTRAL] Through
[CUSTOMER][NEUTRAL] My employer.
[AGENT][NEUTRAL] OK, I might be on a different one then because I'm showing someone else as the primary on this.
[AGENT][NEUTRAL] I might have just pulled the wrong one, so give me just a moment.
[CUSTOMER][NEUTRAL] My, my mom, [PII], I believe.
[CUSTOMER][NEUTRAL] Has the same insurance.
[AGENT][NEUTRAL] Yeah, because it looks like we have.
[AGENT][NEUTRAL] For on this policy.
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] Do you have your mother's phone number? Because she might be the policy holder on this one and then I'll verify.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][POSITIVE] Yeah, I can get you her number.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3573.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, your accident policy number is 01.
[AGENT][NEUTRAL] 13
[AGENT][NEUTRAL] 43.
[AGENT][NEUTRAL] 68.
[CUSTOMER][NEUTRAL] OK, uh, 01134368.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Alright thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Bye.