AccountId: 011433970860
ContactId: 92a01279-b2b7-4b25-a8a5-c586177269e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241139 ms
Total Talk Time (AGENT): 101040 ms
Total Talk Time (CUSTOMER): 128204 ms
Interruptions: 1
Overall Sentiment: AGENT=3.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/92a01279-b2b7-4b25-a8a5-c586177269e2_20250131T21:41_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, um, I just received a call from supposedly an APL person called [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, she wanted to talk to me about my claim, and that they need some clarification. So, uh, I didn't give her any information because she was asking me for personal information, and I said, well, I mean, let me, let me call, you know, APL, the number that I know is from you and, and I will ask for you. She said, OK, so, I'm calling.
[AGENT][POSITIVE] OK, perfect. I will definitely help you with that. Do you have your policy number handy and I can look into it?
[CUSTOMER][NEUTRAL] Policy number is 02544 02548800.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Perfect and let me get that pulled up for you, ma'am, and I understand you can never be too careful nowadays, so.
[CUSTOMER][NEUTRAL] No, and I told her that, I mean, she, she, she got kind of irritated, and I didn't like that, so I thought, well, I better call the number that I know it's for you, you know, and, and, and ask for, for [PII], she told me, ask for [PII], said are you gonna call now? And I said, yes, I will call right now.
[AGENT][NEUTRAL] Perfect and I, um, she is one of our claims adjusters, so I will reach out to her and see if she's able to take the call but I'm just gonna verify some information with you if you don't mind if you could verify your first and last name with me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And my date of birth is [PII].
[AGENT][NEUTRAL] Perfect. And then I do have a couple of things I do have to verify before I can move you along, um, just that mailing address on file, pretty please.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Beautiful. and Ms. [PII], just two more things. One is that phone number and one is the email if you don't mind.
[CUSTOMER][NEUTRAL] OK, [PII], and I believe you have my work number or my work email [PII]. And if it's not that one, it's [PII].
[AGENT][POSITIVE] No, you're right. It is that professional one I have on file. Thank you so much for going through that verification process with me, and I will get you back in touch with Ms. [PII], and I definitely understand. I would, if someone's calling and asking me about my personal information, I would want to double check on that too, because scams these days get so real, so I feel that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 00,
[AGENT][NEUTRAL] All right, I'm gonna put you on a quick hold and I'll get you in touch with her, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] No with how how may I help you?
[AGENT][NEUTRAL] Oh, hey, this is [PII] with the care team. How are you doing?
[CUSTOMER][NEUTRAL] Hey [PII], I'm good, thank you for she didn't wanna verify while we when I called her, which I understand, so I just told her to call back in, yeah, OK.
[AGENT][POSITIVE] Yeah, absolutely. I was just like, that's smart, you know, phone scams these days are like a little too real, like, so she did verify all her information with me and she is very ready to talk to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you have a good one OK?
[AGENT][POSITIVE] My pleasure, and I'll introduce you. I know you've already spoken, but I'll introduce you real quick when we join, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] That's fine thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect thank you so much for your patience. I have Ms. [PII] back on the line for you and she's gonna be able to take care of you as far as what documents we're needing to finish up your claim, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure, thank you.
[CUSTOMER][NEUTRAL] Thank you. OK, thank you for returning, um, my call, Miss [PII]. So I wanted to go over the information that you submitted.