AccountId: 011433970860
ContactId: 6b8f7b9f-35b8-4983-b495-0d929969ffc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455399 ms
Total Talk Time (AGENT): 218832 ms
Total Talk Time (CUSTOMER): 139332 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/6b8f7b9f-35b8-4983-b495-0d929969ffc4_20250122T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon, ma'am. Uh, my name is [PII]. I just want to see the status on a claim that I filed, uh, earlier this month.
[AGENT][NEUTRAL] OK [PII], I can help you with the claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you please give me your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] I have a
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's a lot of chances. That's easy enough to remember.
[CUSTOMER][NEUTRAL] Cause I'm a 10.
[AGENT][POSITIVE] Yes, there you go.
[AGENT][NEUTRAL] OK, [PII], what is your policy number?
[CUSTOMER][NEUTRAL] OK. It's uh 022.
[CUSTOMER][NEUTRAL] 09
[CUSTOMER][NEUTRAL] 508.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, you said zip code?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh, date of birth?
[CUSTOMER][NEUTRAL] Oh, it's uh [PII], uh, today.
[AGENT][POSITIVE] Thank you. Oh wow, happy birthday.
[CUSTOMER][POSITIVE] Oh, thank you. Thank you, [PII].
[AGENT][NEUTRAL] You're welcome. OK, and then uh also for security reasons I'm gonna need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, address is [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Email should be uh [PII].
[CUSTOMER][NEUTRAL] Uh, what else did you need?
[AGENT][NEUTRAL] The phone number, uh.
[CUSTOMER][NEUTRAL] There's something else.
[CUSTOMER][NEUTRAL] Uh, OK, yeah, it, it should be this one.
[AGENT][NEUTRAL] The cell phone number that we have on the policy.
[CUSTOMER][NEUTRAL] Yes, but you'd be the one without, without the tents.
[AGENT][NEUTRAL] Oh, OK, so we have a different one, would you like for me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what's sort of the one you have? You have the [PII]?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I've just erased it though and put in this one with all the tins.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] No, no, it's OK. You can leave it like that. It's fine.
[CUSTOMER][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] OK. All right. Let me get out. Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, so it's uh 3:10.
[AGENT][NEUTRAL] I'm trying to update it now.
[CUSTOMER][NEUTRAL] No, no, it's OK. It's usually like that, it's [PII].
[AGENT][POSITIVE] Yes sir, that was correct.
[CUSTOMER][NEUTRAL] OK. Yeah, you can leave it in the same. That's fine.
[AGENT][NEUTRAL] OK, OK, alright, and then the email address I actually have for you is [PII].
[CUSTOMER][NEUTRAL] Yes, it's uh it's uh [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying your policy. Now is this claim for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me look real quick.
[AGENT][NEUTRAL] And did you report it on [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me pull this claim up real quick.
[AGENT][NEUTRAL] OK, I'm looking at the claim and the benefits are pending and will be released after the [PII] of the month is what?
[AGENT][NEUTRAL] The remarks on the claim say.
[CUSTOMER][NEUTRAL] Uh, the [PII] of this month.
[AGENT][NEUTRAL] Right, it just says it must be next month because it just says benefits are pending and will be released after the [PII] of the month.
[CUSTOMER][NEUTRAL] Or next month.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right, um, OK. Well, thank you very much, [PII]. I, that was my question. I just, I, I just wonder why. I think it was the [PII] of this month, no.
[AGENT][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] Let me double check. Let me go ahead and send you on over to the claims department and let you speak to somebody there because it's after the [PII] of this month and that note was put in on [PII]. So let's go ahead and verify that, OK? Alright, it's gonna be a brief hold while I transfer you on over. You're very welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][POSITIVE] You too sir thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling Eli [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um insured [PII] on the phone, and I know I just destroyed that last name, but um, his policy number.
[AGENT][NEUTRAL] It's 22
[AGENT][NEUTRAL] 09508.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that again? because it was going.
[AGENT][NEUTRAL] He is calling about.
[CUSTOMER][NEGATIVE] There's a bad connection, so I have 22.
[AGENT][POSITIVE] Oh goodness, I'm sorry.
[AGENT][NEUTRAL] Yeah, my phone
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] OK, and he's calling about his January claim, um 354-863-9.
[CUSTOMER][NEUTRAL] Hold on one sec.
[AGENT][NEUTRAL] The remarks
[AGENT][POSITIVE] OK. Go ahead and take your time.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I get too excited.
[CUSTOMER][NEGATIVE] That's, it is my, um, it's been going slow.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK. Um, you.
[AGENT][NEGATIVE] Mine has too, and then you hear my phone's being stupid too.
[CUSTOMER][NEUTRAL] And you said [PII]?
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] OK. And, and it's for [PII] and you said um the claim, the last claim 354-863-9?
[AGENT][NEUTRAL] Yes, I read him the remarks that it's gonna be processed after [PII] and he's our.
[AGENT][NEUTRAL] Submitted after January, let me see what it said.
[AGENT][NEUTRAL] Something about [PII].
[AGENT][NEUTRAL] Benefits pending and will be released after the [PII] of the month.
[AGENT][NEUTRAL] And that note was done on [PII], and he's just wondering about his um payment when he's getting it.
[CUSTOMER][NEUTRAL] OK, do you have a call back number?
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I told him I said that's a that's a lot of 0s in that number and he said that's because I'm a 10.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All [PII].
[AGENT][POSITIVE] So you got you a spicy one, girl.
[CUSTOMER][NEUTRAL] Alright, you can send her through.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, bye-bye.
[CUSTOMER][NEUTRAL] Mm.