AccountId: 011433970860
ContactId: 6c8b4493-5164-4a54-bdc8-63fbb936ff36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371859 ms
Total Talk Time (AGENT): 108296 ms
Total Talk Time (CUSTOMER): 119926 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/6c8b4493-5164-4a54-bdc8-63fbb936ff36_20250428T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, I'm [PII]. [PII] coast to be a peaceful car there.
[AGENT][NEUTRAL] I'm so sorry. It's, it's uh breaking up pretty bad. Um, could you repeat that?
[CUSTOMER][NEUTRAL] OK. Are you hearing me now?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Hi, I'm [PII]. I'm calling from Jackson Motor Ho. to check the game status. Could you please go for that?
[AGENT][NEUTRAL] Yes, I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, the rate of moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait a second, the policy number is 018.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 583-777 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's M.
[CUSTOMER][NEUTRAL] 8, OK.
[CUSTOMER][NEUTRAL] The member's name is uh [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] I'm, I'm sorry, [PII], could you tell me the name and date of birth?
[CUSTOMER][NEUTRAL] Wait, the name is uh [PII] and the last name is [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that um what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK. Uh, the date of date of birth is [PII].
[AGENT][NEUTRAL] Yes, thank you for that. OK uh what was the date of service for this claim?
[CUSTOMER][POSITIVE] Exact
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It's uh [PII] and the bill is $1,381 and even.
[AGENT][NEUTRAL] OK, that was [PII] for $1,381?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sorry.
[AGENT][NEUTRAL] OK, uh, so I'm not showing that we've received any claims for that date of service for this number.
[CUSTOMER][NEUTRAL] OK, so I think that that is an O on friend, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, uh, what was the members during the termination date?
[AGENT][NEUTRAL] So the policy is currently active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK. What is the timeless item number to some decline?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got a mailing address, fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, yes. What was the?
[CUSTOMER][NEUTRAL] Mailing address to someone to claim?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Uh, the code is [PII], right?
[AGENT][NEUTRAL] Yes, uh, that was [PII], yes.
[CUSTOMER][NEUTRAL] OK. She will talk care. What was the paid ID?
[AGENT][NEUTRAL] Uh, pair ID is 60801.
[CUSTOMER][NEUTRAL] 60801, right? For us a fax number to some other guy?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] 3, OK. What was the attention?
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what does the account from someone for this claim and I also have another one plan could be does is me.
[AGENT][NEUTRAL] Um, I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] Uh, I have another wrong plan. Could you ever just assist me that and I need to call reference some of part of this claim, or the current plan.
[AGENT][NEUTRAL] Sure, so reference number would be the same uh for any that we check uh reference number would just be my first name, last initial, and today's date.
[CUSTOMER][NEUTRAL] OK. Your first name is [PII], what was the last name?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, are you hear me?
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] I'm not hearing you.