AccountId: 011433970860
ContactId: 3404aab7-f25f-4529-a9d1-a513864ee4c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203119 ms
Total Talk Time (AGENT): 82965 ms
Total Talk Time (CUSTOMER): 63449 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/3404aab7-f25f-4529-a9d1-a513864ee4c2_20250321T13:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I received a letter yesterday. It was dated [PII]. I don't know why it took so long to get here.
[CUSTOMER][NEUTRAL] Um, saying that a claim has been filed with my insurance. Who filed a claim?
[AGENT][POSITIVE] Um, I can definitely check for you.
[CUSTOMER][NEGATIVE] I don't even have this insurance.
[AGENT][NEUTRAL] OK, I can check for you and see who filed the claim. Uh, Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] I'd rather I I don't wanna give you a phone number. I'll call back if we're disconnected.
[AGENT][NEUTRAL] OK, that's fine. Um, may I have your policy number?
[CUSTOMER][NEGATIVE] I don't have it. I haven't used this policy and I think I even canceled it, so I don't know why I'm receiving this letter.
[AGENT][NEUTRAL] So it could just be wherever you you went for a service, they just have this insurance on file and need to delete it. Once the bill comes out, it'll just bill whatever insurance is on file. So that's probably what happened. It was just a mistake on their part, um, but they can delete it and we won't receive anything. Um, let me see if I can look it up with your last name. Hold on one moment.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And Ms. [PII], is your middle initial [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, this is it. Hold on one moment, I just found you.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] You do have a policy here, there is a claim here. I am gonna have to verify with you. Are you willing to verify so I can give you the information?
[CUSTOMER][NEUTRAL] Is this through the realtor association?
[AGENT][NEUTRAL] Uh, I can say it's a dental policy, um.
[CUSTOMER][NEGATIVE] How much is it a month? because I don't even.
[CUSTOMER][NEUTRAL] I don't recognize that.
[AGENT][NEUTRAL] It's, it's no longer active, but it was active last year and there's a claim here for it.
[CUSTOMER][NEUTRAL] Was active.
[CUSTOMER][NEUTRAL] OK, that's fine. That's what I thought.
[AGENT][NEUTRAL] OK, are you willing to verify so I can give you the information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I don't wanna give all that information out so let's just let just see what happens with this claim that I know nothing about.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] OK thank you bye.
[CUSTOMER][NEGATIVE] No thanks.
[AGENT][POSITIVE] Thanks for calling