AccountId: 011433970860
ContactId: 6e99e02f-5580-4e66-821a-244a3c8d549d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184039 ms
Total Talk Time (AGENT): 65530 ms
Total Talk Time (CUSTOMER): 77571 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/6e99e02f-5580-4e66-821a-244a3c8d549d_20250401T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling to see about a claim.
[AGENT][NEUTRAL] Sure I could check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]. The claimant is [PII].
[CUSTOMER][NEUTRAL] And the claim number was 3579.
[CUSTOMER][NEUTRAL] 205.
[AGENT][POSITIVE] OK, thank you. Go ahead.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, and then I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And can I get your mailing address?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we have on file. Uh, looks like it might be [PII].
[CUSTOMER][NEUTRAL] Uh, yeah, I, I, I, I don't know how to verify that for you. We need to change that to my Gmail.
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] OK, so that's all right, um, so I can tell you regarding this claim was we were unable to pay a benefit as this policy terminated, uh, the termination date was [PII], so the services were rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Good [PII]. I see.
[CUSTOMER][NEUTRAL] I see. All right. Well, that puts me in the ballpark of where I'm at. My wife is deceased.
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] And I am set up on this.
[AGENT][POSITIVE] Yeah, I'm so sorry about that.
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][POSITIVE] Well, I appreciate your help, miss, and that explains what I need to know. I will keep moving forward. Thank you so much for your time.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yes sir, of course if there's anything else I can help you with, let us know. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.