AccountId: 011433970860
ContactId: 52eb0625-be4b-4d44-8929-d74fc662f020
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178520 ms
Total Talk Time (AGENT): 51845 ms
Total Talk Time (CUSTOMER): 68708 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/52eb0625-be4b-4d44-8929-d74fc662f020_20250505T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi um my name is [PII]. I have a policy with you guys and um I'm trying to file a claim, but all I have is a group number and they're asking me for an ID number and they would not just take the group number only.
[AGENT][NEUTRAL] OK, are you trying to file that online?
[CUSTOMER][NEUTRAL] No, it's with uh uh a lab company.
[AGENT][NEUTRAL] Oh, OK. Um, do you have your social? I can look it up by that or your last name?
[CUSTOMER][NEUTRAL] Navise [PII]
[AGENT][NEUTRAL] Uh, NAR, I'm sorry, what was the last part?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said first name was [PII], is that [PII]?
[CUSTOMER][NEUTRAL] LE correct.
[AGENT][NEUTRAL] OK. So that policy. Let me get that pulled up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, then, [PII], can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Uh, I just need two more pieces of information, your address and your, um, it looks like you don't have an email address on file. So what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, so your policy number is 144.
[AGENT][NEUTRAL] 2111.
[CUSTOMER][NEUTRAL] 144211
[AGENT][NEUTRAL] 2111 31.
[CUSTOMER][NEUTRAL] That's my policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Alright, perfect.
[CUSTOMER][NEUTRAL] I guess that's all I needed cause it's not on the car, right?
[AGENT][POSITIVE] OK, well thank you for calling.
[AGENT][NEUTRAL] It is on the card. Um, do you have your card?
[CUSTOMER][NEUTRAL] Oh, I see it here. The one that says ML 7 at the end.
[AGENT][POSITIVE] Yes, that's correct. Yeah.
[CUSTOMER][POSITIVE] In hospital outpatient. OK, perfect. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too bye bye.