AccountId: 011433970860
ContactId: 89b044ff-e0ad-4a24-bfa6-7f7104019370
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309690 ms
Total Talk Time (AGENT): 78691 ms
Total Talk Time (CUSTOMER): 51151 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/89b044ff-e0ad-4a24-bfa6-7f7104019370_20250416T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I am trying to get a hold of the lady, um, [PII].
[AGENT][NEUTRAL] [PII], OK, was it in reference to like a claim or payment?
[CUSTOMER][NEUTRAL] Uh, claim, yeah.
[AGENT][NEUTRAL] OK. I, I, I, um, I believe I know who you're looking for. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] Number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And Ms. [PII], may I have your policy number just in case she asks?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 66
[CUSTOMER][NEUTRAL] 61667.
[AGENT][NEUTRAL] So the phone went in and out. I heard a 1 and a 67. I don't know.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's 01.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 66.
[CUSTOMER][NEUTRAL] 61
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. Hold on one moment.
[AGENT][NEUTRAL] And I'm just gonna go ahead and verify you so she doesn't have to, um, Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh, date of birth [PII].
[CUSTOMER][NEUTRAL] Mailing address [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And uh Miss Miss [PII], is it alright if I place you on just a brief hold while I reach out to [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. So I did get one, I did get with [PII], but she's on the line with an insured. Um, she said, is it OK if she calls you after she finishes that call?
[CUSTOMER][POSITIVE] Yes, ma'am. That'll be fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this the best phone number for you, the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Well, I will go ahead and um give send the information over to her and she's gonna call you after she finishes this call with the insured.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, that's it.
[AGENT][POSITIVE] Alright, thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.