AccountId: 011433970860
ContactId: 4148a425-a666-4b56-99c9-60d1e75b7b44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320839 ms
Total Talk Time (AGENT): 129776 ms
Total Talk Time (CUSTOMER): 78070 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/4148a425-a666-4b56-99c9-60d1e75b7b44_20250113T20:58_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL support. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII]. Someone just called me from ATL.
[AGENT][NEUTRAL] What was your name, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, Miss [PII], can you please give me your call back number just in case the call is disconnected.
[CUSTOMER][NEGATIVE] [PII], we got a bad connection here.
[AGENT][POSITIVE] Thank you, I appreciate that. And then what is your policy number?
[CUSTOMER][NEUTRAL] My policy number, oh, I just seen that card.
[CUSTOMER][NEUTRAL] My policy is 01888560.
[AGENT][NEUTRAL] OK, let me check that policy for us.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then I also need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then also your email address and cell phone number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the number that you gave me?
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] OK, thank you, Miss [PII]. I appreciate you verifying your policy for me. Let me look and see who it is that may have spoken to you.
[AGENT][NEUTRAL] It's gonna be just a second while I search.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] OK, it's gonna be a brief hold while I transfer you on over to the claims department.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you. Thank you.
[AGENT][POSITIVE] Miss [PII], you're very welcome.
[CUSTOMER][NEUTRAL] But some uh people come down.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] This is easy.
[AGENT][NEUTRAL] Hi, Ms. [PII], it's [PII] in the care team. Um,
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Hi, I have Miss uh [PII] on the phone. I had sent a hub request in earlier for somebody to research her policy and call her back, and she did get a call back, but she missed it. Um, on the notes, it has [PII]. I don't know who that is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, I don't know who that is either. [PII].
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] I looked in teams and Google or Googled searched the name and I couldn't find but she's returning the call because she missed the call and they called it uh let's see [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] [PII], so that's not been very much time passed.
[CUSTOMER][NEUTRAL] OK. What's her policy number?
[AGENT][NEUTRAL] Her policy number is 1,888,560.
[AGENT][NEUTRAL] And on the hub request I stated that um when I told her about the claim number 355-0282.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] The claim was paid to the provider and she said that's incorrect, it should not have been paid to the provider that we've got things mixed up.
[CUSTOMER][NEUTRAL] Mm, OK. OK, you can send her over. I can see if I can help her or find out who called her back.
[AGENT][POSITIVE] OK, thank you so much and I did verify her policy and her callback number is the one that's showing up.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][NEUTRAL] OK, bye-bye.
[CUSTOMER][NEUTRAL] Bye