AccountId: 011433970860
ContactId: 5711445f-814f-4921-8cda-ed20d46f4118
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124410 ms
Total Talk Time (AGENT): 54190 ms
Total Talk Time (CUSTOMER): 47702 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/5711445f-814f-4921-8cda-ed20d46f4118_20250507T13:34_UTC.wav
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[AGENT][NEUTRAL] Thank you, thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] insurance cards.
[CUSTOMER][NEGATIVE] Oh yes, I am calling about my insurance because I, I visit my hand out again today, and she said she turned in a claim for y'all. And y'all said my name was not recognized in y'all's system.
[AGENT][NEUTRAL] Alrighty, let's start. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, it is it's 02.
[CUSTOMER][NEUTRAL] 595671
[AGENT][NEUTRAL] Thank you. Let me look that up. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, [PII]. Give me 1 2nd.
[AGENT][NEUTRAL] Alright, [PII], can you verify the last 4 of your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what about the address we should have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All righty, thank you. And please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And is [PII] [PII] still a good email address?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. Thank you, [PII]. OK, you're calling in regards to a claim, is that correct?
[CUSTOMER][POSITIVE] Oh yes, yes.
[AGENT][NEUTRAL] OK, so [PII], what I'm gonna have to do is get you transferred down to the claims and benefits department so they can further assist you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Before I get you transferred, is there anything else in group billing I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] All righty. Well, hang on the line and I'll get someone to help you out, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] And thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.