AccountId: 011433970860
ContactId: 2de29420-581b-4393-9233-f577e98167d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187809 ms
Total Talk Time (AGENT): 64868 ms
Total Talk Time (CUSTOMER): 87891 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/2de29420-581b-4393-9233-f577e98167d3_20250227T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yeah, uh, I ordered some forms the other day for a claim and uh.
[CUSTOMER][NEUTRAL] And for the wellness claim also and I just got one set of each and I need to set more sets of one. Can I just copy them and use uh.
[CUSTOMER][NEUTRAL] Just use a a new copy.
[AGENT][NEUTRAL] Alright, let me take a look at your policy. Can I have um your name, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII], but it's under [PII].
[AGENT][NEUTRAL] OK, do, can I have a callback number for you?
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] And uh your policy number please.
[CUSTOMER][NEGATIVE] You know, I, I don't have it with me.
[AGENT][NEUTRAL] All right. Um, let me.
[AGENT][NEUTRAL] You said the last name is [PII]?
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's your city and state?
[CUSTOMER][NEUTRAL] It's uh the [PII].
[AGENT][NEUTRAL] And can you verify your date of birth? Um
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, [PII], thank you so much for verifying that information. Um, yes, so for your, on those forms, copies are fine.
[AGENT][NEUTRAL] You can make as many copies as you need. That's fine. It doesn't have to be like the original one. Is there anything else I can verify for you doing?
[CUSTOMER][NEUTRAL] OK, just
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Well, that's the only thing I have. I need to do a copy for me and one for my wife and then then I got a couple more coming up so.
[CUSTOMER][NEUTRAL] I probably I check to make sure.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] Uh, OK. Well, thank you. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Uh-huh, thank you for calling APL.
[CUSTOMER][NEUTRAL] Oh, I, let, let me, let me ask you what is my account number?
[AGENT][NEUTRAL] Oh yeah, sure. Uh, let me know when you're ready for it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] And this is for your cancer, right?
[AGENT][NEUTRAL] Cancer policy, 59.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] 0124.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 90124
[AGENT][NEUTRAL] 590124.
[CUSTOMER][NEUTRAL] Are you saying 59?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 590124.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you then.
[AGENT][POSITIVE] Alright, thank you for calling APL. Have a great day bye bye.
[CUSTOMER][NEUTRAL] OK, you too. Bye.