AccountId: 011433970860
ContactId: 42004c60-9b97-431a-b020-8fdd577c15df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215110 ms
Total Talk Time (AGENT): 94007 ms
Total Talk Time (CUSTOMER): 47639 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/42004c60-9b97-431a-b020-8fdd577c15df_20250519T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, could I speak with the, um, I have a claim and I have the claim number. Can I speak with one of the processors, please?
[AGENT][NEUTRAL] Oh, you're just gonna need to uh talk to one of the claim specialists.
[CUSTOMER][NEUTRAL] Yeah, the, yes.
[AGENT][NEUTRAL] Sure, OK, yeah.
[CUSTOMER][NEUTRAL] regarding the claim.
[AGENT][NEUTRAL] Of course. OK, um, what was your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] OK and then uh before we go any further, um, I'm so sorry to interrupt uh can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] I have the
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then I can go ahead and take that claim number.
[CUSTOMER][NEUTRAL] 7360.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2587.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK and then uh just gonna verify some information really quick Don, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. It looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that. I appreciate it uh, Don, give me just a moment I'm just gonna put you on a brief hold and see who is available for you OK? I'll get right back with you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][NEUTRAL] Fine, how are you?
[AGENT][NEUTRAL] Doing good thank you. I've got a member on the line who just immediately asked to talk to a claim specialist regarding a claim. Um, I did verify her and everything, but unfortunately I don't know what else it would be in regard to she seems very about the business.
[CUSTOMER][NEUTRAL] OK, so you weren't able to determine what the call was in regards to?
[AGENT][NEUTRAL] I have the claim number that's about it.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] That is 736-888.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You do are ready for the claim number?
[CUSTOMER][NEUTRAL] Yes, what is that claim number?
[AGENT][NEUTRAL] Uh 360.
[AGENT][NEUTRAL] 2587.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then did you need her call back?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, that is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright sorry I couldn't get more information for you. Are you ready for her?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right thanks bye bye.
[CUSTOMER][NEUTRAL] Bye.