AccountId: 011433970860
ContactId: 1d15a40a-05fb-481b-beea-9f82c220c508
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381049 ms
Total Talk Time (AGENT): 82041 ms
Total Talk Time (CUSTOMER): 102648 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/1d15a40a-05fb-481b-beea-9f82c220c508_20250520T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I called there a few minutes ago and uh I did the policy number wrote down.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To put on my claim, or will y'all put that on there when I send it off.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So are you needing the policy number or are you checking claim status?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I'm gonna be filing one and I, I don't have it. I don't have my policy number. Will y'all put it on there or do I need to get on there?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can give you your policy number to put on there. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Right, thank you so much.
[AGENT][NEUTRAL] And is it all right if I look up your policy number by your Social Security?
[CUSTOMER][NEUTRAL] Well, she looked it up by my name.
[AGENT][NEUTRAL] OK. How do I spell, can you spell your last name for me?
[CUSTOMER][NEUTRAL] [PII] The first part is [PII]. That's [PII]
[AGENT][NEUTRAL] OK, one moment while I look for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Give me just a moment, my computer is going a little slow.
[CUSTOMER][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] OK, it looks like you have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Think I found you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Hi, Ms. [PII]. Can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your mailing address and phone number.
[CUSTOMER][NEUTRAL] My address is [PII]. My number is [PII].
[AGENT][POSITIVE] Thank you so much and I have your policy number whenever you're ready for me um so you can write it down.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It's 767.
[AGENT][NEUTRAL] 272.
[CUSTOMER][NEUTRAL] OK, that's 767272.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I guess that's got me. I'll just get my papers to the doctor.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] All right, well, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Alright, well you have a great day. Oh yes.
[CUSTOMER][NEUTRAL] And uh can I, um, look, I got another question, once I get these papers I could I fax them to you all?
[AGENT][NEUTRAL] Yes you can. Do you need our fax number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, that is, let me say it again. [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Do I need to put attention to somebody?
[AGENT][NEUTRAL] You can put attention claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][POSITIVE] All right well you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Thank you.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Mm yeah.