AccountId: 011433970860
ContactId: 4739f8e6-5540-498c-ba34-0e13188bde20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 646049 ms
Total Talk Time (AGENT): 113668 ms
Total Talk Time (CUSTOMER): 68723 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=-2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/4739f8e6-5540-498c-ba34-0e13188bde20_20250519T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] This is um it's [PII], and I'm calling for a claim form. I called 3 weeks ago and I haven't gotten it.
[AGENT][POSITIVE] Oh, I'm so sorry for that. I can go ahead and check and see what I can get, um, how I can get it to you, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] What I see is H182285.
[AGENT][NEUTRAL] OK. Can you repeat that policy number one more time? You said it starts with an H?
[CUSTOMER][NEUTRAL] H182285 now it might be something else but that's what's on this paper.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me see if I can pull that up.
[AGENT][NEUTRAL] OK, and what's the name on the policy?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK you requested this information to go out by mail?
[CUSTOMER][NEUTRAL] I did, but now I'm gonna give you an email uh uh number to send it.
[AGENT][NEUTRAL] OK, what's the email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Can you verify the address on file just for verification?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, so I'm gonna go ahead and send the email um with the claim form. I cannot put the email on the system because um Mr. [PII] needs to call to get that put in the system, but I can definitely go ahead and send it to that email as a one time, OK? So let me go ahead and um
[CUSTOMER][NEUTRAL] Now what you are gonna send it, right? Is that what you're saying?
[AGENT][NEUTRAL] Yes, I yes, I am gonna send it. Yes, I can go ahead and send it, no problem. I cannot put the uh the email in the system like in the policy because I won't need his authorization for that. It's OK, no problem. And then you said that the email again is [PII], correct?
[CUSTOMER][NEUTRAL] Oh, OK, OK, all right, I didn't quite understand.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. Do you want to check and see if you got the email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't think I have yet.
[AGENT][NEUTRAL] You wanna give it a few minutes?
[CUSTOMER][NEUTRAL] Did you send it?
[AGENT][NEUTRAL] Yeah, I send it to [PII].
[CUSTOMER][NEUTRAL] OK, I'll get it then.
[AGENT][NEUTRAL] OK, if you, you're welcome. If you don't get it within, I will say um no less than 5 minutes, just give us a call back so we can resend it again, OK?
[CUSTOMER][POSITIVE] OK, thank you a lot.
[CUSTOMER][NEUTRAL] OK I sure will, uh.
[AGENT][POSITIVE] You have a good day and thank you for calling APL, Miss [PII].