AccountId: 011433970860
ContactId: 29529e6d-3b6e-4d81-b834-9e2efcb6c1ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154300 ms
Total Talk Time (AGENT): 60141 ms
Total Talk Time (CUSTOMER): 60327 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/29529e6d-3b6e-4d81-b834-9e2efcb6c1ab_20250324T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, my boss has a claim going.
[CUSTOMER][NEUTRAL] Regarding her daughter and part of the um.
[CUSTOMER][NEUTRAL] Care was a helicopter ride to the hospital.
[CUSTOMER][NEUTRAL] For, uh, for trauma care? Does APO pay for helicopter rides?
[AGENT][NEUTRAL] Yeah. Yes, ma'am.
[AGENT][NEUTRAL] Um, so you're wanting to check on a claim for your boss, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, and then what is the policy number that you're checking on?
[AGENT][NEUTRAL] For claim.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 138,760
[CUSTOMER][NEUTRAL] Under [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], is your boss there to give me consent to discuss the claim with you over the telephone?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] OK, I can't
[CUSTOMER][NEUTRAL] But um I was just gonna, I was gonna send in.
[CUSTOMER][NEUTRAL] His bill
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And now that you know, now that I know that it is possible, that's all we needed to know for the moment.
[AGENT][NEUTRAL] It's just where to send in the bill for to make payment or?
[CUSTOMER][NEUTRAL] Right, I was gonna upload it on the website.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you can do that um.
[AGENT][NEUTRAL] As far as the policy is concerned because it's private information, I'm not allowed to give out any information about it without his consent.
[CUSTOMER][POSITIVE] Sure. OK. We'll call you back when I have him on the phone. But in, in the meantime, I'll just upload everything. OK. Thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sounds perfect.
[AGENT][NEUTRAL] OK, alright, you're welcome and I'll make a note that you called then that you're doing that for him, OK?
[CUSTOMER][POSITIVE] OK. Excellent. Thank you very much.
[AGENT][POSITIVE] All right. Thank you, Ms. [PII]. You have a wonderful day and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] You too.