AccountId: 011433970860
ContactId: 27eb1414-261d-400a-af9e-7362973e7da9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239690 ms
Total Talk Time (AGENT): 57065 ms
Total Talk Time (CUSTOMER): 68857 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/27eb1414-261d-400a-af9e-7362973e7da9_20250117T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII] here. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, if I give my, uh, policy number, can you tell me what status of the claim I filed?
[AGENT][NEUTRAL] Sure, I can help you with that. What's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 00810367. It's under company 22.
[AGENT][NEUTRAL] OK, you said that number is 00810367?
[CUSTOMER][NEUTRAL] 00810367, yes.
[AGENT][NEUTRAL] Uh, don't show that as one of our policy numbers. Do you have another number?
[CUSTOMER][NEUTRAL] No, that's the number. It's on the company 22. It's under an old file like whatever company 22 stands for.
[AGENT][NEUTRAL] I can search by uh social security number.
[CUSTOMER][NEGATIVE] Oh, I will not give a social security number over the phone now, no.
[AGENT][NEUTRAL] OK, I can try a name sir to spell your last name.
[CUSTOMER][POSITIVE] That's amazing.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Yeah, I called, uh, uh, twice last week and they they just said it was under Company 22. They couldn't find it under the regular one. I don't know what company 22 stands for, but that's what they found it at.
[AGENT][NEUTRAL] OK, bear with me just a moment if you don't mind holding.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What is happening?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Goodness.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you for holding. I am not locating this policy. I'm gonna try a different search. Can you spell your last name once more?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, I'm having no luck with the locating a policy. The only other um way to search is by social security number.
[CUSTOMER][NEUTRAL] Yeah, I don't know I guess I'll call back later and and speak to somebody else. I like I said, I called twice last week and uh.
[CUSTOMER][POSITIVE] I've been having all kinds of problems with this policy, and they said it was under Company 22 that's how they found it. Um, that's, I thank you for your help and uh have a good day.
[AGENT][POSITIVE] All right, uh, sorry about that. Thanks for calling APL. Have a great day.