AccountId: 011433970860
ContactId: 5b85be66-f6fc-4eea-8bd9-989e1a452bb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405190 ms
Total Talk Time (AGENT): 113612 ms
Total Talk Time (CUSTOMER): 68242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/5b85be66-f6fc-4eea-8bd9-989e1a452bb3_20250203T22:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and my policy number is 620424, and I was wanting to speak with the claims representative by the name of [PII] that was working on my case.
[AGENT][NEUTRAL] OK, let me take a look here. Give me just a second. Thank you, Miss [PII]. You said her name was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. uh, just for verification, I will need to get your date of birth, address, and email address, please.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII] and my email is [PII].
[AGENT][POSITIVE] All right, thank you so much. So let's see here.
[AGENT][NEUTRAL] OK, let me see if she is in the office here. Give me just a second.
[AGENT][NEUTRAL] Just waiting for her to respond back. Were you just wanting to make sure that we had received all the documents, Mrs. [PII]?
[CUSTOMER][NEUTRAL] Mm, um, I was gonna make sure that she, cause I told her I was gonna, I told whoever I talked to before that I was gonna call back to make sure that uh she received that form that she asked me to send out, um, and sent out every month in order for her to extract my benefits.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah I've seen the notes that you had called on I think Friday just to make sure that we had received the fax and that they had sent an email over to her so I was just wondering if you wanted to make sure we've gotten the documents.
[CUSTOMER][NEUTRAL] Yeah, but I still wanna talk to her.
[AGENT][NEUTRAL] And just in case something happens on the call [PII], is the [PII] a good callback number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, she's messaging me back here right now so let me see if uh she's available I'll just transfer you over here.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, um, she did message back. She said that she's clocked out for the end of the day. What time zone are you in [PII]?
[CUSTOMER][NEUTRAL] I mean, I guess would be uh.
[CUSTOMER][NEUTRAL] Central time zone, cause I'm in [PII].
[AGENT][NEUTRAL] OK, we're in Central too it's [PII] my time, uh, [PII]. She said that she did receive all the documentation. She said it's pending at this time. um, I unfortunately I can't transfer you just because she's not on the clock and so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But she did say that she received all of the information for the claim.
[CUSTOMER][NEUTRAL] OK, that's fine. I just wanted to make sure.
[AGENT][POSITIVE] Yes ma'am, absolutely. So I'll notate our call today that you had called in regards to this. Did you have any other questions or concerns I can help with?
[CUSTOMER][NEUTRAL] No, that's all. I just wanna make sure she received it cause I remember she told me she wasn't gonna be here Thursday and Friday and to send it to her.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yeah, she did confirm that she received it and that it's pending at this time.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] My pleasure. Have a blessed day.
[CUSTOMER][NEUTRAL] You too.