AccountId: 011433970860
ContactId: 46305e52-0d79-4aac-8c93-b4a5131c4db2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464179 ms
Total Talk Time (AGENT): 121823 ms
Total Talk Time (CUSTOMER): 119562 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/46305e52-0d79-4aac-8c93-b4a5131c4db2_20250527T21:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I would like to speak to um
[CUSTOMER][NEUTRAL] [PII] and claims.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have the policy number in regards to?
[CUSTOMER][NEUTRAL] Surely the policy number is 9A in 20631.
[CUSTOMER][NEUTRAL] And I have a reference number also, and a claim number also.
[AGENT][NEUTRAL] OK. Yes, ma'am. What's that claim?
[CUSTOMER][NEUTRAL] I have spoke to [PII].
[AGENT][POSITIVE] Oh go ahead I'm sorry.
[CUSTOMER][NEUTRAL] The claim numbers, it's OK. The claim number is 3561762.
[CUSTOMER][NEUTRAL] I spoke to [PII] several times. She should know who I am.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, is this for Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, it is. Uh-huh.
[AGENT][NEUTRAL] OK, give me one moment to see if she's available.
[AGENT][NEUTRAL] Give me one moment, just trying to see if she's available.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, uh, let me see if I can transfer. Give me one moment.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um let's see.
[AGENT][POSITIVE] OK, alright, Ms. [PII], hold one moment please and thank you for being so patient with me.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] I'm sorry, I'm so sleepy. I'm trying to drink more caffeine to wake me up.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Um, but yeah, Ms. uh, [PII] wanted to speak with you.
[CUSTOMER][NEUTRAL] OK, I was trying to see if I had any notice like if I had been looking into something for them or what I can't find anything so I don't know.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I know, I try to look in assistant too. I was like, I don't know.
[AGENT][NEUTRAL] Oh, excuse me, um.
[CUSTOMER][NEUTRAL] OK, yeah, I'll take it and then see.
[CUSTOMER][NEUTRAL] See what she may need because I don't know.
[AGENT][POSITIVE] She just like talking to you. I get those all the time.
[CUSTOMER][NEUTRAL] I guess so. OK.
[AGENT][NEUTRAL] And like, and what's your name? I was like, Oh, [PII].
[AGENT][NEUTRAL] Don't ask them for my extension. They're gonna try to call and they will call, they will call on the team's call too. Like I've had some call me that way, brokers like Mr. [PII].
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] Oh God, it's like mm mm I'm gonna need you to call in and if you get me you get me.
[AGENT][NEUTRAL] Exactly, but they don't do that.
[AGENT][NEUTRAL] They the same, you helped them once, they stuck on you.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, I do get that. I do have them where they're like.
[AGENT][NEUTRAL] It is forever.
[CUSTOMER][NEGATIVE] Wanting to transfer to me every time they call in, won't talk to nobody just want to talk to me and I'm just like.
[CUSTOMER][POSITIVE] I mean, I, I, I get it because I helped you, but like everybody here is capable, I promise.
[AGENT][NEGATIVE] They don't trust them
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] And they trust you.
[CUSTOMER][NEUTRAL] I guess not. I guess not.
[AGENT][NEUTRAL] Because especially with these cancer policies.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They can be tricky.
[AGENT][POSITIVE] And which I don't mind sometimes because, you know, and you know, you just want to help them as much as possible and I know they rather have a
[AGENT][NEUTRAL] Person they can go to and but that's just a slippery slope for sure, especially if they can't get you and [PII]'s telling me this. It's like, uh, I just read what was on the EOB lady anyway.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] All right. I appreciate you.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Have a great, have a great one.
[CUSTOMER][POSITIVE] No problem at all.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.