AccountId: 011433970860
ContactId: 30ff8831-e38b-4a93-bf5e-f7fe89cab3a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 692500 ms
Total Talk Time (AGENT): 105205 ms
Total Talk Time (CUSTOMER): 117855 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/30ff8831-e38b-4a93-bf5e-f7fe89cab3a1_20250114T21:52_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] My name is [PII], and I was calling to see if y'all can send me the forms to, to fill out for a claim.
[AGENT][NEUTRAL] OK, sure. I can assist you with sending you claim forms. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, let me look back and see if I see it. It's my Louisiana machinery.
[CUSTOMER][NEUTRAL] Uh, I'm not sure the policy number on it. Let me look back and see where I can find it at.
[AGENT][NEUTRAL] Mm. Mhm. Sure.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] I might have to find that for you and call you back.
[AGENT][NEUTRAL] Um, I can do a name search if you would like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and my policy is through, uh, Louisiana Machinery.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, how do you spell the last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII] is [PII]
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, may I have your address?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is um going to be for the hospital indemnity or the cancer or the accident?
[CUSTOMER][NEUTRAL] First hospital stay.
[AGENT][NEUTRAL] Hospital indemnity. OK. All right.
[AGENT][NEUTRAL] OK, I need to verify your date of birth and the email address and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, the date of birth is [PII], and the callback number is uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the email is [PII].
[AGENT][NEUTRAL] OK. So do you want the forms to be sent to your email or you want the forms to be sent to your mail, to the address?
[CUSTOMER][NEUTRAL] Just email them and uh I'll print them off.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Let me go ahead and send this email to you right now. Do you mind holding for me?
[CUSTOMER][NEUTRAL] No ma'am, I don't at all.
[AGENT][NEUTRAL] OK, thank you. One moment, Mr. So.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Mr. [PII] and you wanna check and see if you received the email I sent.
[CUSTOMER][NEUTRAL] I haven't yet. No, ma'am.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It may take it a little while. If it doesn't, I can call back tomorrow if need be.
[AGENT][NEUTRAL] OK, yes, and just give it a a couple of minutes and refresh and see if it gets there. It's gonna come from the care team and it's gonna say claim form, OK?
[CUSTOMER][NEUTRAL] OK, I'll be looking for it and if they don't come in I'll uh I'll call you back tomorrow.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] No problem. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, ma'am, you helped me greatly. Thank you very much.
[AGENT][NEUTRAL] You're welcome. Would you like to, the policy number just in case you don't get it so you can call tomorrow with the number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, let me see if I get something to write with here.
[AGENT][NEUTRAL] OK, sure. Mhm.
[CUSTOMER][NEUTRAL] Uh, just a moment.
[CUSTOMER][NEUTRAL] Takes me a minute to find something. I don't know where the wife puts everything.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] OK, that policy number is 02.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 36
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] 85
[AGENT][NEUTRAL] 88.
[CUSTOMER][NEUTRAL] 0236
[CUSTOMER][NEUTRAL] 858 8
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] No.