AccountId: 011433970860
ContactId: 2bdfdeb8-35d8-4fcd-919c-35f2ff5d2ecb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308160 ms
Total Talk Time (AGENT): 88029 ms
Total Talk Time (CUSTOMER): 101032 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2bdfdeb8-35d8-4fcd-919c-35f2ff5d2ecb_20250611T15:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and I had called earlier about a claim that I had filed through my company, and they called me back, but I was at work. I couldn't take the phone call. I'm trying to find out the status of my claim.
[AGENT][NEUTRAL] What is your policy number, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I don't have it. I'm in the car at work, but my social security is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what was that? I'm sorry, that was [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK, and may I have your callback number just in case we are disconnected please Miss [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. Now if you would please also verify your mailing address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much and you're calling to check the status of your claim. OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See who called you.
[AGENT][NEUTRAL] Today's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, um, I believe Ms. [PII], Ms. [PII] called you, um, but it shows that we are still missing the second page to the physician's statement which is J4.
[CUSTOMER][NEUTRAL] OK, I'll mailed that on the [PII].
[AGENT][NEGATIVE] J4 got returned.
[AGENT][NEUTRAL] Email that on the [PII] of this month.
[CUSTOMER][NEUTRAL] I'm sorry, um, it's been about 2 weeks, I think.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's after I went to the doctor, and I think I went on the night.
[CUSTOMER][NEUTRAL] Um, yeah, it's been at least 2 weeks.
[AGENT][NEUTRAL] Mhm
[AGENT][NEGATIVE] OK, we have not received it yet. That is what we are missing, um, J4 spell out.
[CUSTOMER][NEUTRAL] OK, maybe it's in the mail.
[CUSTOMER][NEUTRAL] OK, I need to um see if there's a fax number.
[AGENT][NEUTRAL] Yes ma'am, we have a fax number.
[CUSTOMER][NEUTRAL] That I can
[CUSTOMER][NEUTRAL] Alright, let me try to find my pen. Like I said, I'm at work in my car. Hold on.
[AGENT][POSITIVE] Of course, take your time.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Now I can't find nothing to write on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That work.
[CUSTOMER][NEUTRAL] And I'm also gonna need the address to make sure I am sending it in the right place.
[AGENT][NEUTRAL] Of course, yes, ma'am. I can verify that.
[CUSTOMER][NEUTRAL] So what's the fax number?
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] OK and address?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes. [PII] City, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] It should be coming in the mail. I'll wait a couple of days, and if it's not, I'll get them to fill it out again. That'd be the [PII] time and I will fax it to you.
[AGENT][NEUTRAL] OK, yes, ma'am.
[CUSTOMER][POSITIVE] Alright, thank you for your time.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Yeah.