AccountId: 011433970860
ContactId: 90f08e8a-eb2e-4209-95c2-afd06f5801d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443619 ms
Total Talk Time (AGENT): 153099 ms
Total Talk Time (CUSTOMER): 226799 ms
Interruptions: 7
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/90f08e8a-eb2e-4209-95c2-afd06f5801d8_20250317T18:17_UTC.wav
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[CUSTOMER][POSITIVE] and it's not it's not bad.
[AGENT][NEUTRAL] Thank you for calling AT. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I, yes, I am trying to find out when, uh, my, uh, just this on here.
[CUSTOMER][NEGATIVE] The service was rendered after coverage was terminated. I'm trying to find out when when my when my coverage was terminated.
[AGENT][NEUTRAL] OK, um, I can check uh your claim for you, ma'am. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I don't the policy oh it's on there. I've got my claim right here. OK, so the policy number is 01359361 and I think they did that twice. I think I have a duplicate.
[CUSTOMER][NEUTRAL] Did you need the claim number?
[AGENT][NEUTRAL] You can go ahead and give that to me.
[CUSTOMER][NEUTRAL] OK, it's 3556451.
[AGENT][NEUTRAL] OK, and what is your name?
[CUSTOMER][NEUTRAL] [PII], and it would have been under my husband [PII].
[CUSTOMER][NEUTRAL] Uh, who worked with the city of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you.
[AGENT][NEUTRAL] OK, Miss, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, mine is [PII].
[AGENT][NEUTRAL] Thank you and then what is the address, phone number and email address that we have on the policy?
[CUSTOMER][NEUTRAL] OK, um, it's [PII].
[CUSTOMER][NEUTRAL] And he doesn't have that email anymore. He's retired. He just retired a year ago. So,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I believe it was [PII].
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] You also city, city, city email.
[AGENT][POSITIVE] Mm. Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] It's ran off itself up pieces, yeah, that was it. Yeah, he doesn't use it anymore though. OK.
[AGENT][NEUTRAL] And then, and then the uh phone number that's on the policy?
[CUSTOMER][NEUTRAL] The what number? The, let's see.
[AGENT][NEUTRAL] The phone number?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh, like the city cell cell phone number or?
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] No, your, your cell phone number that's on the policy?
[CUSTOMER][NEUTRAL] I don't have a card anymore.
[CUSTOMER][NEUTRAL] [PII], that's OK. [PII].
[CUSTOMER][NEUTRAL] [PII] or oh what's your number [PII] yeah [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you very much for giving me that information. OK, so, um, Mr. [PII] is there for me to get verbal consent to discuss the claim with you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yeah, he's right here talking to me. Can I, can I talk, can I talk to her? He said, yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You wanna talk to him? She needs verbal consent. It's OK if I talk to her. OK.
[AGENT][NEUTRAL] I'll need to.
[CUSTOMER][NEUTRAL] OK, this is [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, [PII], this is [PII].
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Hello [PII].
[AGENT][NEUTRAL] Hi, can you, um, please give me your date of birth?
[CUSTOMER][NEUTRAL] My, my day is [PII].
[AGENT][NEUTRAL] Thank you, sir. Is it OK if I speak with Ms. [PII] about your claim?
[CUSTOMER][NEUTRAL] Yeah, if you wanna figure out anything you're gonna have to talk to her.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK got you alright thank you so much for giving me the consent, sir.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, let me pull up the claim real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] involved in this.
[AGENT][NEUTRAL] Well, my computer's decided to go rogue on me.
[CUSTOMER][NEUTRAL] See, they changed, they switched it to this some other company in July of last year.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I think it said July and I went to the doctor like, oh well, I went to the hospital actually, emergency room. I went 34 of 24, so it should have still been in standing, but
[CUSTOMER][NEUTRAL] Cause I don't, they didn't take over till [PII], this other one.
[AGENT][NEUTRAL] Let me look and see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so the date of service.
[AGENT][NEUTRAL] This claim.
[AGENT][NEUTRAL] was
[AGENT][NEGATIVE] Oh this is on you. This is not on [PII].
[AGENT][NEUTRAL] The claim number 35564. OK, OK. Well, I didn't, I'm so sorry then because I, I thought it was on [PII]. I thought you said said [PII], and he didn't even have to say it was OK to you. You could check your own claims.
[CUSTOMER][NEUTRAL] No, it's on me, [PII]. Yeah, yeah, it's on me.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It's under his name though. He had the insurance, yeah, but he had the insurance. It's under his, I'm under his cell, yeah.
[AGENT][NEUTRAL] OK, OK, so.
[AGENT][NEUTRAL] Got it. OK, so, um, a service of this claim.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Was [PII].
[AGENT][NEUTRAL] And the policy lapsed on.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Oh, we've had the other two, but
[CUSTOMER][NEUTRAL] OK, so they need to be fine with this new company?
[AGENT][NEUTRAL] Let me see if you had another policy after.
[CUSTOMER][NEUTRAL] So they, OK. So,
[AGENT][NEUTRAL] Yeah, that, yeah.
[CUSTOMER][NEUTRAL] Is it, uh, that was, I'm sorry, that um
[CUSTOMER][NEUTRAL] The policy ended in 23.
[AGENT][NEUTRAL] On [PII], yes ma'am.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. See, I just thought it was last summer, but I guess it was been that long.
[CUSTOMER][NEUTRAL] Hm, OK, so they need to be founded on this other one that they picked up.
[CUSTOMER][NEUTRAL] I don't know why they changed begin with messes everything up, but.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] That's their problem.
[CUSTOMER][NEUTRAL] You know, they like to change it all. They give you a raise, they raise your insurance, so.
[CUSTOMER][NEUTRAL] OK, so I need to call the new company I'm assuming. OK, because it was in 24. OK, got that straight. OK, thank you for your help.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK. You're so welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, no, I think that's it.
[AGENT][POSITIVE] All right, thank you so much and you have a wonderful day we.
[CUSTOMER][POSITIVE] All right, thank you. Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right. You too. Bye-bye.