AccountId: 011433970860
ContactId: 47420f56-ce65-470c-90d9-49d8de223a00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186169 ms
Total Talk Time (AGENT): 62620 ms
Total Talk Time (CUSTOMER): 95717 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/47420f56-ce65-470c-90d9-49d8de223a00_20250107T21:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I am actually calling on behalf of my wife who uh had uh surgery back in November, and we were, we're gonna, we have a hospital indemnity uh policy with you guys and we were gonna file a claim. Uh, I have the form up in front of me, but there's a link that said sign up or log in now. I tried to use that, but I wasn't able to, uh, you know, basically set her up as a.
[CUSTOMER][NEUTRAL] Uh, new user, um.
[CUSTOMER][NEUTRAL] If if we get this, we we have the form filled out, what's the best way to uh actually send that to you? Is it email or is there a uh form online that we can push it to?
[AGENT][NEUTRAL] OK, uh, [PII], let me get a good call back number and let me get into your policy real quick, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, so my number is 214.
[CUSTOMER][NEUTRAL] 208-084-5
[AGENT][NEUTRAL] OK, thank you, Ms. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, don't, uh, yeah, yeah, I do hang on just a second, don't move.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Policy number is 02554551.
[AGENT][NEUTRAL] OK, thank you. Give me just a second while I pull this policy up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, so let me ask you this, Miles. I know you said that you're calling on behalf of your wife. Um, this is actually her policy. Is she around so that I can confirm that I can speak with you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, no, she's a teacher, um, let's see, it's 3:27. She's still in her school day right now, but she should be finished up around, well, in about an hour. Do you want me to have her call you instead of me?
[AGENT][NEUTRAL] Yes, unfortunately unless we have a form on file that I can actually speak with you I'm not allowed to give out any information unless unless you call and she's right there with you and then I can verify all her information and then she just give me a verbal um confirmation that I can speak with you unfortunately I can't go any further.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Yep, I got you.
[CUSTOMER][NEUTRAL] OK, that's OK if I give her this phone number, will, will this call come to you or will it just go to, you know, any operator?
[AGENT][NEUTRAL] Any operator, um, any of us can help you or help her. Anybody can help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds great. Thanks so much.
[AGENT][NEUTRAL] I do apologize.
[CUSTOMER][NEUTRAL] That's OK, I understand.
[AGENT][POSITIVE] OK, well thank you for calling ATL. If there's nothing else I can help you with, thank you. Um, I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] All right bye bye.