AccountId: 011433970860
ContactId: 6816f756-ca48-49b4-b751-928df2ec50a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251259 ms
Total Talk Time (AGENT): 91918 ms
Total Talk Time (CUSTOMER): 63780 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/6816f756-ca48-49b4-b751-928df2ec50a7_20250624T19:48_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I think is here.
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from provider's office for claims.
[AGENT][NEUTRAL] I can help with the claim status, uh, [PII], what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 18488
[AGENT][NEUTRAL] OK, let me see if I can't find anything on this. It's, it's not really one of our policy numbers. um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Could you tell me the insured's name and date of birth, please? Maybe if I, I could find it that way.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] Last name spelled as [PII]
[AGENT][NEUTRAL] And that's 8
[AGENT][NEUTRAL] OK, thank you. And his date of birth?
[CUSTOMER][NEUTRAL] And the [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnecting?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] OK, thank you. I'm just looking for it now.
[AGENT][NEUTRAL] And so his last name is [PII] Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. [PII] OK, I don't have anybody in my system under that name, uh [PII], I'm sorry.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Last is [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm still checking.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, excuse me just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you. And what date of service do we have for, for [PII]?
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. Let me see if I can't find that.
[AGENT][NEUTRAL] And the build out?
[CUSTOMER][NEUTRAL] The amount is $157 even.
[AGENT][NEUTRAL] OK, your claim number on this, uh, [PII] is um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 36.
[CUSTOMER][NEUTRAL] 36.
[AGENT][NEUTRAL] 11
[AGENT][NEUTRAL] 416.
[AGENT][NEUTRAL] And it looks like we received this.
[AGENT][NEUTRAL] On the [PII] and we processed it on the [PII]. Now, the policy was only in effect from [PII].
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Until [PII]. So they have not had a policy with us since [PII].
[CUSTOMER][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Thank you so much. And how do you spell your name?
[AGENT][NEUTRAL] It's [PII] and the first letter of my last name is [PII]. Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Thank you, [PII]. Is there a reference number for the call today?
[AGENT][NEUTRAL] It's just my name and today's date.
[CUSTOMER][POSITIVE] OK, great. Thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] Thanks for contacting us you have a.