AccountId: 011433970860
ContactId: 8096acf7-a750-48d5-92fe-3d35830a9c05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241380 ms
Total Talk Time (AGENT): 113695 ms
Total Talk Time (CUSTOMER): 94782 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/8096acf7-a750-48d5-92fe-3d35830a9c05_20250625T15:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. This is [PII].
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm great thanks for asking, [PII], this is [PII] in the claims department. I'm calling because I have an insured on the phone, and the reason why I'm calling because this is the 2nd insured that I got one yesterday, today I have one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you look at a policy with me?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me know when you're ready for the policy number.
[AGENT][POSITIVE] All right, I'm ready.
[CUSTOMER][NEUTRAL] It is 262-5069. That's 26.
[CUSTOMER][NEUTRAL] 25069
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, [PII] gave me her name, her mailing address. She verified the email address. There was no callback number, but I added it when she provided it to me. And she she verified her social. All that matches, but the date of birth.
[CUSTOMER][NEUTRAL] That's not her date of birth and I'm not able to pull up the application.
[AGENT][NEUTRAL] Oh, OK. Um, this is a big.
[AGENT][NEUTRAL] Group, OK, um, I will need to go to that big website and see what it is and get it fixed, but these do come through a file feed from Vic. Is she on the phone?
[CUSTOMER][NEUTRAL] Mhm. Yes, she's on the phone.
[AGENT][NEUTRAL] 00, wait a minute, what is this?
[AGENT][NEUTRAL] She does need.
[CUSTOMER][NEUTRAL] She called for benefits, but I haven't helped her yet.
[AGENT][NEUTRAL] Oh, OK. Do you mind asking her to contact B to verify her birthday? Um,
[AGENT][NEUTRAL] Because it does come through a file feed directly from them and we can fix it, but it's gonna.
[AGENT][NEUTRAL] Keep overriding it every every week when we get that file.
[AGENT][NEUTRAL] Um, what did she say her birthday should be?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] There you go.
[AGENT][POSITIVE] That year's off for sure.
[CUSTOMER][NEGATIVE] Yeah, this is, that's not right. Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Definitely, cause she's about [PII], [PII].
[AGENT][NEUTRAL] Yeah, uh, I will go ahead and check the website and see what it says. That is kinda, I bet you anything they have it entered wrong on their end.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because it's not, like I say, it's a file feed so it's not manually put in.
[AGENT][NEUTRAL] Um, so if you don't mind, ask her to get in touch with Vic, um, to fix that because we're not gonna be able to without her, um, getting that corrected.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So I will let her know.
[AGENT][NEUTRAL] OK. Do you have the, the big phone number? Do you need that?
[CUSTOMER][NEUTRAL] Mm, I have big numbers.
[AGENT][NEUTRAL] OK. OK. Yes. If you don't mind, um, please.
[CUSTOMER][NEUTRAL] And I think, no, no, I'm, I told you a story, [PII]. What's that number? I don't have it off, offhand. I thought I, that's not it. That's the, the number for dental.
[AGENT][NEUTRAL] OK, let me get that.
[CUSTOMER][NEUTRAL] Well, that is, you gonna sit in the car. They know that's [PII]. That's [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, is [PII].
[AGENT][NEUTRAL] 497.
[CUSTOMER][NEUTRAL] I say this too. Mhm.
[AGENT][NEUTRAL] Oh, come on. 4856.
[CUSTOMER][NEUTRAL] 4974856. Thank you, [PII].
[AGENT][POSITIVE] Yes, you are welcome. Thank you.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.