AccountId: 011433970860
ContactId: 33072cd1-0084-4e01-acd5-5ffaa2677610
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381920 ms
Total Talk Time (AGENT): 173321 ms
Total Talk Time (CUSTOMER): 170784 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/33072cd1-0084-4e01-acd5-5ffaa2677610_20250410T21:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII] and [PII]. And I was talking to [PII] yesterday, and [PII] wasn't available. He was at the barn, and she suggested that we fill out a, an authorization to disclose that he signs. I'm his wife, but I, I, for some reason,
[CUSTOMER][NEGATIVE] You can't answer my questions about a claim.
[CUSTOMER][NEUTRAL] So I need, I guess, fax this to you. She emailed it to me, to us.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. You can fax it or you can email it. Um, I can give you the email address if you would like to do that.
[CUSTOMER][NEUTRAL] I, I don't have any way to scan it.
[AGENT][NEUTRAL] Oh, I see. So you would rather have the fax number then?
[CUSTOMER][NEUTRAL] uh, if that's OK.
[AGENT][POSITIVE] Yes, ma'am. We can give you the cus.
[CUSTOMER][NEUTRAL] She didn't, we didn't discuss it.
[AGENT][NEUTRAL] OK, I can give you the customer service fax number. Are you ready for it?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, the customer service fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Do I need to put anyone's attention? Like I've got claim department on it. Will that work?
[AGENT][NEUTRAL] Uh put um attention care team, C A R E T E A M.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Is that all?
[AGENT][NEUTRAL] Yes, ma'am. That's all you need to do is attention care team.
[AGENT][NEGATIVE] Um, you could do care team slash customer service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And go ahead and fax it in and we'll get it added.
[CUSTOMER][NEUTRAL] All right. Now, on the form.
[CUSTOMER][NEUTRAL] Right. On the form, it asked for to allow APL.
[CUSTOMER][NEUTRAL] Uh, is all of this is just so I can talk to you. That's what I need to put down.
[AGENT][NEUTRAL] Right, yes, ma'am. That is so that um if you have to call about his policy, we can see that you've been added as a contact person to be able to talk about his policy without having to verify every single time you call with him that it's OK to talk to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that'll be great. All right then. Thank you for your help. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can I get um just real quick, can I get the policy number so that I can make a note that you're sending that in?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You know, that's what I was just telling my husband. We're here in town.
[CUSTOMER][NEUTRAL] And I brought the paperwork, but I don't have the policy number.
[CUSTOMER][NEUTRAL] It and if maybe if you could find it.
[AGENT][NEUTRAL] Is the paperwork?
[AGENT][NEUTRAL] Yes, I can find it. Do you need to write that on your paper too, right?
[CUSTOMER][NEUTRAL] And so,
[CUSTOMER][POSITIVE] Oh, it probably would help when it comes to you. I don't know why I didn't think about that. And [PII]'s right here.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, can I get the.
[AGENT][NEUTRAL] OK, [PII], is right there. May I get um [PII]'s social security number so that I can look up the policy for you and give you that policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick that way we could put it just put a little note in here that you guys are mailing that in or faxing it in. I'm sorry.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Mr. [PII], I just want to make sure that I've got the correct information. Um, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then will you please verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] I did find it.
[CUSTOMER][NEUTRAL] What do they have? Sooner fan 41. 0 yeah, OK, the email is [PII] fan.
[CUSTOMER][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] Mhm. Yes, sir.
[CUSTOMER][NEUTRAL] And the number 1941.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh the [PII] fan 41. I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You know what, I, I, I did, I, I did bring some paperwork. Policy number 9.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] A as in Apple 20631
[AGENT][NEUTRAL] Yes, ma'am. That is the policy I
[CUSTOMER][NEUTRAL] And I've got a
[AGENT][POSITIVE] Yes, that is the policy I have pulled up, um, and I just wanted to verify, yes, so we appreciate you guys sending that in.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm making a note right now that you called and that you are gonna be faxing in to the customer service fax.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the third party authorization form.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's all. I appreciate your help.
[AGENT][POSITIVE] OK, you have a blessed day and thank you for calling APL.
[CUSTOMER][POSITIVE] Oh thank you thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye-bye.