AccountId: 011433970860
ContactId: 1ff7c227-d672-448a-b3eb-75b8365f4860
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373440 ms
Total Talk Time (AGENT): 123562 ms
Total Talk Time (CUSTOMER): 142931 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/1ff7c227-d672-448a-b3eb-75b8365f4860_20250226T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Morning, [PII]. This is [PII]. I'm not sure if I pressed the correct um corresponding uh button here, but I'd like to find out the status of my claim on my broken foot.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, we can check the status of the claim. Um, unfortunately, that will be another line, but I can get all your information from your policy and transfer you to the claims department. Would that work?
[CUSTOMER][POSITIVE] OK, super. Thank you. Yes.
[AGENT][NEUTRAL] Mhm. All right. What is your policy number?
[CUSTOMER][NEUTRAL] I do not have it. I would have to give you the uh policyholder's, um, social, I guess, or my social, whichever you want.
[AGENT][POSITIVE] Um, yes, uh, we will.
[CUSTOMER][NEUTRAL] It would be under, under less, less rows um.
[CUSTOMER][NEUTRAL] [PII] it says um.
[CUSTOMER][NEUTRAL] Yeah, it says social security number.
[AGENT][NEUTRAL] OK, can you repeat um that uh social security number to me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and um just a second while the system tries to um search it.
[CUSTOMER][NEUTRAL] And that's concerning the claim for Carmen Rose uh accident on the [PII].
[AGENT][NEUTRAL] Alright, allow me just a second to find the policy, please.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] You can stay outside.
[AGENT][NEUTRAL] And this is in provider's office. Is that correct?
[CUSTOMER][NEUTRAL] No, I'm climbing. I'm the claimant.
[CUSTOMER][NEUTRAL] I'm the person that has the accident.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII] is my husband. I'm [PII].
[AGENT][NEUTRAL] Oh, OK, you're the spouse. All right. OK, spouse.
[CUSTOMER][NEUTRAL] Yeah, but it's concerning the spouse, not the, not the claim, the, the policy holder. I'm the spouse. I had the accident.
[AGENT][NEUTRAL] All right, I see. OK. And just for verification steps, uh, would you mind telling me your uh date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right. Thank you very much.
[AGENT][NEUTRAL] OK, Miss [PII], I was able to find the policy. Um, would you like to write down the policy number in case you need it in the future?
[CUSTOMER][NEUTRAL] Um, I guess I could write that down once again. I did write it down, but I don't know what it got to. Let me get a pen here.
[CUSTOMER][NEUTRAL] still have a hard time walking, so bear with me. Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] 22
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 86
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 65.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 8
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, OK, so I was already able to pull up your policy and policy information. Um, I will go ahead and transfer you to the claims department so they can provide to you that um status of your claim, right?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you. Mm.
[AGENT][POSITIVE] You're welcome. I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have a spouse of an insured on the line.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, she is, uh, requesting the status of her claim.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, she's covered on the policy, [PII], and she's needing a claim status for herself, is that correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Yes, I can help her with that and [PII], uh, what, [PII], what is [PII]'s callback number?
[AGENT][NEUTRAL] Um, I wrote down the one she's calling from, the one in [PII].
[CUSTOMER][NEUTRAL] Uh, did you verify that that that is her actual number?
[AGENT][NEUTRAL] Which
[AGENT][NEUTRAL] That is the same one that we have in the system.
[CUSTOMER][NEUTRAL] OK, thank you. And then what is the policy number?
[AGENT][NEUTRAL] Um, that will be 22.
[AGENT][NEUTRAL] 86
[AGENT][NEUTRAL] 658.
[CUSTOMER][NEUTRAL] All right, thank you. One moment, [PII].
[CUSTOMER][NEUTRAL] And did you fully verify all of the information?
[AGENT][NEUTRAL] Mhm, I verified her in the address.
[CUSTOMER][NEUTRAL] I'm sorry, what? I'm sorry. Say that again, [PII].
[AGENT][NEUTRAL] I verified hers and the address.
[CUSTOMER][NEUTRAL] OK. All right, and then.
[CUSTOMER][POSITIVE] OK. Well, I will be happy to talk to her.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hi [PII].