AccountId: 011433970860
ContactId: 62909040-6cef-438d-9777-89d81c10cda8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301239 ms
Total Talk Time (AGENT): 111349 ms
Total Talk Time (CUSTOMER): 102145 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/62909040-6cef-438d-9777-89d81c10cda8_20250227T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, I need to speak to [PII].
[AGENT][NEUTRAL] OK. um, may I ask who's calling, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] She's the one handling my claim.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't have, just a second, see if I can access that. I have the claim, uh, reference, I guess, number. Uh, it's 356-532-7.
[AGENT][NEUTRAL] OK, I'll need to get your policy number so I can verify the policy with you.
[AGENT][NEUTRAL] Um, I can look it up with your social security number if you wanna give me that.
[CUSTOMER][NEUTRAL] OK, just a second please, OK?
[CUSTOMER][NEUTRAL] Yes, OK. [PII].
[AGENT][NEUTRAL] OK, let me pull that in real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, [PII] [PII] and the um is the school um email [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. I appreciate you verifying your policy for me. Is Ms. [PII] expecting your call?
[CUSTOMER][NEUTRAL] Uh, well, I just got uh some message saying that the claim, the claim was processed. But when I go into the um
[CUSTOMER][NEUTRAL] Portal or whatever, however you call it, uh, no. I, I cannot see anything, I mean, so I don't know, I needed to talk to her about it. S supposedly uh she told me to call her whenever um I have a question, so.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] And this is going to be for your.
[AGENT][NEUTRAL] Cancer policy? Oh, for your husband. OK, let me look.
[CUSTOMER][NEUTRAL] My husband.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm looking at the claim now to see what it is that they may need.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's just saying it needs additional information, so I'm gonna go ahead and transfer you to the claims department so they can let you know that that information is that you need to send in, OK? It's gonna be a brief hold. You're very welcome. You take care. Thanks for calling APL, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling Ail's [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um Ms. [PII] on the phone and her policy number is 254-8800.
[AGENT][NEUTRAL] Her callback number is the one that she's calling from.
[AGENT][NEUTRAL] And she's calling about claim number 356-532-7.
[AGENT][NEUTRAL] The remarks only state that additional information is needed but it doesn't say what is needed and she needs to speak to somebody.
[CUSTOMER][NEUTRAL] You said 356-532-7?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Uh, you can go ahead and send that through.
[AGENT][POSITIVE] OK, thank you. Mm bye bye.
[CUSTOMER][NEUTRAL] Uh-huh.