AccountId: 011433970860
ContactId: 49f94cd2-916d-4d0f-b104-e503ffa93202
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177839 ms
Total Talk Time (AGENT): 47531 ms
Total Talk Time (CUSTOMER): 100577 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/49f94cd2-916d-4d0f-b104-e503ffa93202_20250130T15:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. Uh, this is [PII]. May I give you, let's see, uh, my social security number?
[AGENT][NEUTRAL] Yes, sir, or do you have your policy number?
[CUSTOMER][NEUTRAL] Not on me. I apologize, um, it is uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][POSITIVE] I appreciate it [PII].
[AGENT][NEUTRAL] And hold on one moment, please.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] And can I verify your date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And can I verify your address and email address?
[CUSTOMER][NEUTRAL] And my address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Super, thank you. It's [PII] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] And you had a question about the policy or?
[CUSTOMER][NEUTRAL] I do, I do actually. I, I, I wanna make sure that the only thing if you're able to tell me from what you see there if the only thing I was missing was the gap in from sorry the EOB information.
[AGENT][NEUTRAL] Yes, sir. On the claims that you have sent in, that's all we are needing the explanation from your primary insurance.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Perfect uh and I and I did attach that so you all have it and um from what I when I spoke to the prior representative she told me that I'm in the queue already um that she was able to take a look.
[AGENT][POSITIVE] Yes, sir, we do.
[AGENT][NEUTRAL] We do have it in.
[CUSTOMER][NEUTRAL] Any
[CUSTOMER][NEUTRAL] OK, any idea how much longer it should take like a rough estimate? I mean, it's the only thing that was missing.
[AGENT][POSITIVE] See, we got it.
[AGENT][NEUTRAL] We got it on the [PII], so it should be done by the end of the week.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] OK, OK, great, um, you, you all work, uh, Monday through Friday, right?
[AGENT][NEUTRAL] Right, mhm.
[CUSTOMER][POSITIVE] OK good OK alright [PII] listen thank you so much for your time and is it Central Standard Time up there where you all are at? Or uh or uh.
[AGENT][NEUTRAL] It is [PII]:24 here.
[CUSTOMER][POSITIVE] 94 super thank you again right you have a great rest of the day.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APL. You have a good day as well.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][NEUTRAL] Mhm, bye