AccountId: 011433970860
ContactId: 89ecc307-2e94-4b8b-b999-247a510cb1c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141029 ms
Total Talk Time (AGENT): 71410 ms
Total Talk Time (CUSTOMER): 35460 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/89ecc307-2e94-4b8b-b999-247a510cb1c8_20250205T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling about a claim I submitted. I'm trying to get more information on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I can check on a claim for you. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then, uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, it's uh 0242897.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Um, I'm sorry, I don't think I got that full policy number, [PII]. Could you repeat that for me?
[CUSTOMER][NEUTRAL] 248-28997
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. Looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for verifying all of that. Give me just a minute let me check on this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like we have requested.
[AGENT][NEUTRAL] A form it's requesting your past medical history uh because of the effective date of this coverage, um, so once we have that information, um, then we'll be able to continue to getting this processed. So that was just, let me see when this was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that that sent to me or sent to the doctor?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Should be sent to you um so this was just yesterday uh that this completed processing.
[CUSTOMER][NEUTRAL] Oh, is it mailed to me then or emailed?
[AGENT][NEUTRAL] Yes, uh, mailed.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] So that, are we.
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] Alright sounds good. Do you have any other questions for me?
[CUSTOMER][POSITIVE] Uh, no, that was it. I appreciate it thank you.
[AGENT][POSITIVE] OK, yeah, thanks for calling APO have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Bye bye.