AccountId: 011433970860
ContactId: 8a0b6df1-9cb1-4771-bda7-e8d6286a5181
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370209 ms
Total Talk Time (AGENT): 148933 ms
Total Talk Time (CUSTOMER): 129979 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/8a0b6df1-9cb1-4771-bda7-e8d6286a5181_20250123T14:58_UTC.wav
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[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] Thank you for calling AT this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], you're doing OK today?
[AGENT][POSITIVE] I'm doing good today, sir. How are you doing today?
[CUSTOMER][POSITIVE] Better
[AGENT][POSITIVE] That's good. It's always good to be better.
[CUSTOMER][NEUTRAL] OK, I've got a letter here from you guys about uh some benefits.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] I've been a little neglectful.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Uh, anyway, I'm supposed to call and.
[CUSTOMER][NEUTRAL] Find out what's going on.
[AGENT][NEUTRAL] OK, alright, I can help you with your letter, sir. Can you please give me your name and your callback number just in case our call is disconnected I can call you right back.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your phone number, sir?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number, sir?
[CUSTOMER][NEUTRAL] You're gonna ask me something hard like that. I have no idea.
[AGENT][NEUTRAL] On the letter you.
[AGENT][NEUTRAL] Received, do you see a reference number?
[CUSTOMER][NEUTRAL] Uh, I see.
[CUSTOMER][NEUTRAL] I don't know where that would be. I've got a number down the bottom 025295777.
[AGENT][POSITIVE] That sounds good.
[AGENT][NEUTRAL] Let me pull that up and see if that's you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes sir I do see you that is you can you please um verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then also for security reasons can you please verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Well, I would assume my email would be [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And and then uh.
[CUSTOMER][NEUTRAL] What was the other thing you asked?
[AGENT][NEUTRAL] Your address, please?
[CUSTOMER][NEUTRAL] OK, uh, I've got a.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my physical address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the phone number that you gave me to call you back on if we're disconnected, is that your cell phone?
[CUSTOMER][NEUTRAL] Yes ma'am, I only have that number.
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me. All right, let's take a look.
[AGENT][NEUTRAL] OK, on the letter, what did it say?
[CUSTOMER][NEUTRAL] We have received a claim on your policy and res and review.
[CUSTOMER][NEUTRAL] Of the claim has started in some cases additional information must be requested from you in order to your provider.
[CUSTOMER][NEUTRAL] Uh, in order to claim, uh, the claim to be processed, we, we'll contact you if we need more information.
[CUSTOMER][NEUTRAL] If needed, uh, so I don't have good thank you for trusting APF with your insurance needs. As always, feel free to contact us with questions of concern.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you sent in a claim and that is your confirmation that they're it's in progress and they're needing more information from you to complete your claim they didn't specify what information they need, so I'm going to um transfer you on over now to the claims department so you could speak to somebody there and find out exactly what it is that you're needing to be able to complete your claim.
[CUSTOMER][POSITIVE] OK, you're a big, you're a big, yep, thank you.
[AGENT][NEUTRAL] OK. It's gonna.
[AGENT][POSITIVE] Oh, you're so welcome, Mr. [PII]. I hope you have a blessed rest of your day, and it's gonna be a brief hold while I transfer you over.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APillow's [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. Good morning. I've got, uh, I've got Mr. [PII] on the phone. His policy number is 252-9577.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] He received a letter stating that more information is needed to complete his claim, and I looked in the remarks and it didn't specify what's needed, so he needs to speak to somebody to see exactly what he needs to send in to finish his claim.
[CUSTOMER][NEUTRAL] OK, what's this callback number?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him through.
[AGENT][POSITIVE] OK, thanks. You have a good day. Bye bye.
[CUSTOMER][NEUTRAL] You too. Bye.