AccountId: 011433970860
ContactId: 76f2e654-9763-42e5-a0c5-4aa1cfb83200
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308880 ms
Total Talk Time (AGENT): 61023 ms
Total Talk Time (CUSTOMER): 80867 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/76f2e654-9763-42e5-a0c5-4aa1cfb83200_20250604T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, I have a question for you if possible.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Um, I can give you my policy number if that will help you.
[AGENT][NEUTRAL] Sure, what's that number?
[CUSTOMER][NEUTRAL] It's 1836605.
[CUSTOMER][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And let's see, what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], would you give me your physical address and phone number just so I can verify I have the right account here.
[CUSTOMER][NEUTRAL] Yes ma'am, my physical address is [PII], and telephone number is [PII].
[AGENT][NEUTRAL] And is that a good callback number in case we get disconnected?
[CUSTOMER][POSITIVE] Absolutely, yes, ma'am.
[AGENT][POSITIVE] OK. Awesome. How can I help you?
[CUSTOMER][NEUTRAL] OK, so look, clearly I have a question. I'm calling you, um.
[CUSTOMER][NEUTRAL] I submitted like a claim for my daughter and then uh something say like self, look at the different forms and so I've always filled out like the hospital everyday solution form.
[CUSTOMER][NEUTRAL] But I was wondering, should I have possibly filled out the accident form because she hurt her knee, like playing a volleyball game. So I wanna make sure I'm filling out the right form.
[AGENT][NEUTRAL] Mm, OK, I tell you what, so I'm in the group billing department and I apologize I wouldn't be able to tell you, so I just, I don't wanna give you the wrong information, but I'm going to get you to the person that can help you, OK?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh yes ma'am, just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] and billing. How are you?
[CUSTOMER][NEUTRAL] I'm good, [PII]. How are you?
[AGENT][NEUTRAL] I'm good. So I accidentally got an insured on the phone asking about claims forms and which ones she should fill out.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um, her policy number is 1836605.
[AGENT][NEUTRAL] It's a Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have verified her.
[AGENT][NEUTRAL] The what's the number that she called from the [PII] is a good call back.
[CUSTOMER][NEUTRAL] OK. And then do we
[CUSTOMER][NEUTRAL] Uh, go ahead.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][POSITIVE] Alright, [PII], perfect. If you wanna send him over, I'll, I'm happy to help.
[AGENT][NEUTRAL] All right, there you go.
[CUSTOMER][POSITIVE] Easy living