AccountId: 011433970860
ContactId: 84efcf76-a69f-43f1-b75d-ccc831742872
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409649 ms
Total Talk Time (AGENT): 114629 ms
Total Talk Time (CUSTOMER): 121606 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/84efcf76-a69f-43f1-b75d-ccc831742872_20250115T22:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I, I called a few minutes ago, was, uh, speaking to a representative, and it's gonna have claim forms emailed to me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh one of my email addresses I transposed.
[CUSTOMER][NEUTRAL] A letter and so I need uh I need to uh.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Have you fixed that for me?
[AGENT][NEUTRAL] Oh sure, yes, I can assist you. May I have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 857-07.
[AGENT][NEUTRAL] 857-07.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And my call back number is [PII].
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][NEUTRAL] I gave her two addresses and.
[CUSTOMER][NEUTRAL] I need to change one of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I gave her uh [PII] and then I gave her a [PII].
[CUSTOMER][NEUTRAL] [PII] and it should be [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] MAIP.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][NEUTRAL] OK. Um, may I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, let me see who's sending this one moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Let me go ahead and get with the um representative that was speaking to you um so I can give her the correct email because the the email on the system is a little bit different and we cannot change it. um, so let me just go ahead and get with her and see if she send it or if she can change that, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, so she has um forwarded the information over to the correct email. She wants to know if you received it.
[CUSTOMER][NEUTRAL] Uh, I haven't, uh, no, I haven't looked on the, um, [PII] yet, but I had just looked at the other one and I hadn't received it, so.
[AGENT][NEUTRAL] She said she sent it to the other one, not to the city of [PII] and she sent it to the um mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, hang on just a moment, let me look on my phone.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Put you on speaker.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Earlier I didn't have my glasses on and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that [PII]?
[AGENT][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] APL claim form.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I, I just received it.
[AGENT][POSITIVE] OK, perfect. It's
[CUSTOMER][NEUTRAL] So, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] I was just clicking on here um claim forms can be uploaded through OK, so get on secure.m.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then uh that's where I can have them printed off or.
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] Um, no, you can print it off by the email. Uh, you on it, it should be a PDF.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh-huh. Yeah, so you, you should be able to print them out there. Mhm. Now, if you want to register to create an account and upload the claim that way you can go to the website and create your account and upload the claims.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I want to be
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, yes, I, I just looked at the very top and see the attachment, so OK.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] OK, well, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEGATIVE] Um, I don't believe so.
[AGENT][NEUTRAL] Ms. [PII]?
[AGENT][POSITIVE] OK. Thank you. All right. Have a good afternoon. You're welcome and thank you for calling ATM, Mr. [PII].
[CUSTOMER][POSITIVE] Well, so, alright, well thank you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Bye bye.