AccountId: 011433970860
ContactId: 338d5204-1951-48a9-b8b7-da2ce93f9c62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418000 ms
Total Talk Time (AGENT): 126013 ms
Total Talk Time (CUSTOMER): 96094 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/338d5204-1951-48a9-b8b7-da2ce93f9c62_20250409T22:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, [PII], I was fixing to leave my number. Um, yes, I was calling in regards to a form that I received from American Public Life Insurance Company about explanation or a description of what they were needing towards my claim.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So, um, I was um kinda asking as far as everything that was done is what I need to be just submit, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can check your claim status for you. Can you please give me your name and your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] [PII] My phone number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] Um, it is the claim number it's 3581301.
[AGENT][NEUTRAL] OK, and that was 3583.
[CUSTOMER][NEUTRAL] 3581301
[AGENT][NEUTRAL] 1301. OK, thank you. Let me pull up that claim number real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, let me pull up your policy real quick. We'll need to verify your policy.
[AGENT][NEUTRAL] It's trying to pull it in now.
[AGENT][NEUTRAL] All right, Ms. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then I'm also going to need your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Um, my address is [PII]. Telephone number is [PII].
[CUSTOMER][NEUTRAL] And the email I believe I gave was [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct. Thank you very much for verifying that information. And I've got your um
[CUSTOMER][NEUTRAL] You want
[AGENT][NEUTRAL] Claim pulled up now.
[AGENT][NEUTRAL] OK, it is asking for additional information, but it didn't state what the additional information is. So I can understand where that could be confusing for you.
[AGENT][NEUTRAL] So what I'm going to do is I'm gonna transfer you on over to the claims department so that they can help you as far as what is the additional information that you need to be able to send in, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. It's gonna be a brief hold while I transfer you on over, and I hope you have a wonderful night. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] You're welcome, ma'am. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Number 3581301.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Ms. [PII], can you hear me?
[CUSTOMER][NEUTRAL] Uh, I can now.
[AGENT][NEUTRAL] OK, good. OK, I've got insured on the phone, um, policy number is 252-7615.
[AGENT][NEUTRAL] She is calling about claim number 3581301.
[AGENT][NEUTRAL] And it is requesting a uh additional information and she has.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] After I read the remarks on the client.
[CUSTOMER][NEUTRAL] One second, let me see.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] It's going in and out. Give me one second to pull it up. Let me see if I can.
[AGENT][NEUTRAL] Miss [PII], can you hear me, ma'am?
[CUSTOMER][NEUTRAL] I can, it's off and on. I can hear you off and on. Give me one second.
[AGENT][POSITIVE] Oh I'm so sorry. I'm uh OK, yeah, my.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You just let me know when it's OK to relay.
[CUSTOMER][NEUTRAL] OK, you can send her over.
[CUSTOMER][POSITIVE] Good afternoon, thanks for calling AP