AccountId: 011433970860
ContactId: 66ab9d6d-8161-427a-9b27-a705d8382937
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267390 ms
Total Talk Time (AGENT): 96329 ms
Total Talk Time (CUSTOMER): 78179 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/66ab9d6d-8161-427a-9b27-a705d8382937_20250122T22:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Um my name is [PII] and uh I have talked to several representatives concerning a claim that I filed. In fact, I filed it uh
[CUSTOMER][NEGATIVE] About almost a month ago now, and it came back because I had not been told that the claim department, and I've been doing this every year, um, had moved the people that serve that particular department. It was in [PII]. And I called [PII] wait before [PII]. I've talked to a representative, they see it in the mail. I haven't received anything yet.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I just wanna know what's going on.
[AGENT][NEUTRAL] OK, Ms. [PII], go ahead and give me your policy number, please, ma'am.
[CUSTOMER][NEUTRAL] OK, the policy number is 792803.
[AGENT][NEUTRAL] All right, and what, what type of policy is this?
[CUSTOMER][NEGATIVE] It's group number 1234 of individual coverage. Uh, it's for, you know, um, the, uh, when you can get your mammogram, you, you know, you're planning your plan of every year, and I've done it for, oh my God, I don't know how many years now. So I've been waiting ever since and as they said, it was in the mail. I haven't received anything yet.
[AGENT][NEUTRAL] Yes, yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] OK, right, because you actually have a dental department, Ms. [PII], but I'm gonna get you to the right department. So you just bear with me. Yes, ma'am, just hold on just a moment for me and I'm gonna get you over to the person that can help answer your questions, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Well, thank you so very much.
[AGENT][NEUTRAL] Yes, ma'am, and hold on just a moment for me, Ms. [PII], OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] CAP. What is?
[AGENT][NEUTRAL] PA.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, I can't, sir.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling AP. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Yes, hi, [PII]. This is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing OK and yourself?
[AGENT][POSITIVE] Doing good, finally doing good, girl. I've had pneumonia and been sick for like the last 5 weeks, but I'm finally better. I can
[AGENT][NEUTRAL] I halfway talk without coughing, but
[AGENT][NEUTRAL] Anyway,
[AGENT][NEUTRAL] I am getting better, but I have an insured on the line on the cancer policy. She's got some questions. Let me get back over there. I have Mildred Hoover on my line, policy number 00792803.
[CUSTOMER][NEUTRAL] And what's her phone number?
[AGENT][NEUTRAL] Phone number is [PII] and I have verified her information. She's just got a bunch of questions.
[CUSTOMER][NEUTRAL] OK, you can send it through.
[AGENT][POSITIVE] Alright, thank you so much. Have a good rest of your day.
[CUSTOMER][NEUTRAL] You as well.