AccountId: 011433970860
ContactId: 3b3d57fa-90e9-465c-ad82-09a3c0c4d841
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281720 ms
Total Talk Time (AGENT): 61413 ms
Total Talk Time (CUSTOMER): 88727 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/3b3d57fa-90e9-465c-ad82-09a3c0c4d841_20250331T19:13_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, may I speak to [PII], please?
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Do you know what department she's in?
[CUSTOMER][NEUTRAL] Uh, no, she's the one that was handling my claim, and I just want to know what's the status of it.
[AGENT][NEUTRAL] OK, what was your name?
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, I don't have it with me uh on the letter that I, I had the phone number is, is not that they don't show the, the policy number but I can give you my social security number or any other information that you need.
[AGENT][NEUTRAL] OK, let me hold on one moment, let me get that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is your social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And was this for your group cancer policy, is that right?
[CUSTOMER][NEUTRAL] Yes ma'am. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I was just gonna get some information verified before I get you over and you won't have to do it over there. So let me get.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], what's your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly, your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Looks like it's a work maybe email address.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. OK, let me get you to [PII]. Hold on one moment, OK?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII], it looks like I tried to reach for [PII], but she's unavailable. um, can I get your number and have her give you a call when she's available?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I'll send her a message and give her your number to give you a call back when she's available.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Bye.