AccountId: 011433970860
ContactId: 1e270e42-63fd-4b85-aa56-f0f1c8c10cc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174770 ms
Total Talk Time (AGENT): 64825 ms
Total Talk Time (CUSTOMER): 52278 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/1e270e42-63fd-4b85-aa56-f0f1c8c10cc6_20250604T19:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, this is Ms. [PII], and I'm trying to get some information. I've lost all my files to, uh, do my wellness claim.
[AGENT][NEUTRAL] OK, you said you needed some information to do the work, like the claim form?
[CUSTOMER][NEUTRAL] Yes, I need
[CUSTOMER][NEUTRAL] No, I, I need the policy number and your address.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that, and I can look the policy up with your social if you like.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm just waiting for the policies to populate here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm sorry, can you repeat your first and last name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] All right, and I have the policy here. I just need to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So your policy number.
[AGENT][NEUTRAL] It's 842.
[AGENT][NEUTRAL] 90.
[AGENT][NEUTRAL] And the mailing address, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] And let me read this back to you. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And that's the APL claims department. You're welcome. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you very much.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No, that's it. Thank you very much bye bye.
[AGENT][POSITIVE] You're welcome. Have a good day. Thanks for calling APL.