AccountId: 011433970860
ContactId: 1ce83b94-ea85-4a5a-b64b-7de0e6e1c2ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222770 ms
Total Talk Time (AGENT): 92923 ms
Total Talk Time (CUSTOMER): 84281 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/1ce83b94-ea85-4a5a-b64b-7de0e6e1c2ef_20250317T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Birth date [PII].
[CUSTOMER][NEUTRAL] And I'm calling uh for my husband [PII], uh claim number 3554511.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anyway, I know his claim has been.
[AGENT][NEUTRAL] OK, [PII], and then what is
[CUSTOMER][NEUTRAL] What's now? I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, I was to ask you for the um.
[AGENT][NEUTRAL] Uh, policy number?
[CUSTOMER][NEUTRAL] OK. Policy 2435615.
[AGENT][NEUTRAL] OK, let me look up that policy real quick, ma'am.
[AGENT][NEUTRAL] OK, and you were calling about um claim number 3554511?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I know his claim was denied and we had submitted.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please ver
[CUSTOMER][NEUTRAL] Oh, sorry, go ahead.
[AGENT][NEUTRAL] Can you please verify your date of birth for me? Yes, ma'am, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then also I'll need for you.
[AGENT][NEUTRAL] OK, I'm also gonna need for you to verify the address, phone number and email address that we have on the policy.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you
[AGENT][NEUTRAL] If we get disconnected, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much. um.
[AGENT][NEUTRAL] Is [PII] there where I can get his verbal consent to discuss the um claim with you?
[CUSTOMER][NEUTRAL] Uh, no, he's not.
[CUSTOMER][NEUTRAL] But I've been calling on it and
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'm sorry you said you're breaking out.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] The phone call, I can just hear every other word.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, I'm so sorry. I can only discuss the claim if I've got the insured's consent to discuss it.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, cause I've been calling on it and nobody has said that recently.
[CUSTOMER][NEUTRAL] It said, you know, his documents were lost.
[AGENT][NEUTRAL] Right, um.
[CUSTOMER][NEUTRAL] But it went to American Fidelity, and I just wanna let you know that they have already uploaded the files and they should, it should, it should be there for you to look at.
[AGENT][NEUTRAL] OK, alright, well what I'll do is I'll put a good note in on here that you called to let us know that you sent them to American Fidelity and that would be um.
[AGENT][NEUTRAL] Sending them to us so that we can finish the claim.
[CUSTOMER][NEUTRAL] Right, they said it went over there to them and they've already uploaded it, so that's what I just wanted to let you know.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you're, thank you so much. I'm gonna make a good note about that.
[CUSTOMER][NEUTRAL] All right then.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK, you're welcome, Miss [PII]. You have a blessed and CPL.
[CUSTOMER][NEUTRAL] Uh yeah, goodbye.
[CUSTOMER][NEUTRAL] Uh, you too. Uh huh bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] What is wrong with this call?