AccountId: 011433970860
ContactId: 5d069fa6-5eaf-42e9-8286-9af13b83b28a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416779 ms
Total Talk Time (AGENT): 124344 ms
Total Talk Time (CUSTOMER): 77315 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/5d069fa6-5eaf-42e9-8286-9af13b83b28a_20250512T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I speak to, I know, I know her first name is [PII]. I don't know her last name, but she sent me a letter and I got a couple of questions about the letter.
[AGENT][NEUTRAL] OK, um, I can help you. Uh, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, Ms [PII], and then what is your [PII]? OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is your policy number, please?
[CUSTOMER][NEUTRAL] I don't know my policy number because I'm driving.
[AGENT][NEUTRAL] What is your social and I could pull it in that way for her.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me find your policy.
[AGENT][NEUTRAL] Oh OK and um which policy are you calling about?
[CUSTOMER][NEUTRAL] Um, I don't know. She sent me a letter. I don't have a letter with me, but it was asking for a medical or a medical release for my OBGYN. I'm trying to figure out why.
[AGENT][NEUTRAL] OK. Was it for um your supplemental insurance policy or your short term disability?
[CUSTOMER][NEUTRAL] I'm not sure. That's what I'm saying. I, I don't know what it was for. It just was a letter saying to return the medical release by mail or whatever for [PII]. I'm trying to figure out what does she need that for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me check and see if there's been any claims sent in.
[AGENT][NEUTRAL] OK, have you, um, filed claims for short-term disability recently?
[CUSTOMER][NEUTRAL] I have, but it's nothing to do with OBGYN.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The doctor that did the, the, I have all the doctor information already attached that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's related to the claim.
[AGENT][NEUTRAL] OK, and let me verify your policy real quick and then I'll um see if miss um.
[AGENT][NEUTRAL] [PII] is available to take the call. Can I please get your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I gave you the number a few minutes ago, but [PII], yeah, that same number.
[AGENT][NEUTRAL] OK, alright, thank you, and that's your cell phone number, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me see if [PII] is available.
[AGENT][NEUTRAL] She is on the phone right now she's in a call, but what I can do is uh send her an email with your callback number and ask her if she can please return the call to you.
[AGENT][NEUTRAL] So I'm gonna put you on a quick hold.
[CUSTOMER][NEUTRAL] Yeah, but OK, so, but [PII], like I said, my question is.
[CUSTOMER][NEUTRAL] Um, the, the claim has nothing to do with the OBGYN, so I'm just curious of why she wanted a release from the OBGYN.
[AGENT][NEUTRAL] OK. I can put that in the email for, for Ms. [PII] and um that way she knows why you're calling.
[AGENT][NEUTRAL] So it's gonna be a quick hold while I get the email together for her so that she can give you a call back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, Miss [PII]. I've got that email ready for [PII], and I've sent it to her, so you should be getting a call back from Miss [PII] at the number that we verified the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] Alright, thank you so much for calling APL you have a wonderful week.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye, ma'am.
[CUSTOMER][POSITIVE] Alrighty bye.