AccountId: 011433970860
ContactId: 6c2039b7-5025-4a08-87f1-627fb3db676b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95019 ms
Total Talk Time (AGENT): 48827 ms
Total Talk Time (CUSTOMER): 43464 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/6c2039b7-5025-4a08-87f1-627fb3db676b_20250217T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, may I speak to [PII]?
[AGENT][NEUTRAL] April
[CUSTOMER][NEUTRAL] Is there an April in claims I may have a long day.
[AGENT][NEUTRAL] Uh, yes, ma'am, we do have an April in claims. Um, is she expecting your call?
[CUSTOMER][NEUTRAL] Yes, we talked on Friday.
[AGENT][NEUTRAL] OK, so what I will need to do first before I can get you connected or try to get you connected with [PII] is to pull up your policy information and verify some things with you first for security.
[CUSTOMER][NEGATIVE] Oh, I don't have any of that with me. I'm, I'm away from my desk and she's been waiting on some CPC codes on something that she couldn't read on the claim that I filed on behalf of my policyholder.
[CUSTOMER][NEGATIVE] And I don't have any of that with me.
[AGENT][NEUTRAL] Who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Are you the subscriber, Ms. [PII]?
[CUSTOMER][NEUTRAL] New policy holder?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] No, I'm not I'm the agent that wrote the policy for her years ago, and I have on file a permission form for me to help her with claims.
[AGENT][NEUTRAL] OK, so I will have to, we either April or I will have to be able to verify certain pieces of information, [PII], for security first before we'll be able to.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] Do anything for at [PII] central time.
[CUSTOMER][NEUTRAL] OK, what time do y'all close?
[CUSTOMER][NEUTRAL] [PII] I'll have to call back when I'm back home in my office. Thank you.
[AGENT][POSITIVE] Yes, ma'am. Uh, I'm sorry, I'm sorry. Yes, ma'am.
[CUSTOMER][NEUTRAL] Goodbye. Bye-bye.
[AGENT][NEUTRAL] OK.