AccountId: 011433970860
ContactId: 942ece59-c8a2-4d8d-916f-61e217efb607
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142300 ms
Total Talk Time (AGENT): 65272 ms
Total Talk Time (CUSTOMER): 73292 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/942ece59-c8a2-4d8d-916f-61e217efb607_20250110T21:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling NAPL. This is [PII]. With whom am I speaking? How may I help you?
[CUSTOMER][POSITIVE] Hey, this is [PII] in customer service. Hey, Happy [PII]. Yes.
[AGENT][POSITIVE] Hey, [PII]. Happy [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Flying by already.
[AGENT][NEUTRAL] I know, yes.
[CUSTOMER][NEUTRAL] I see, but I have an insured on the line and she has an old claim from [PII], um, and I went to [PII] just to see because at first she just asked if she had filed the claim for [PII] and there's something out there, but then she had more questions so.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's her policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 708672.
[AGENT][NEUTRAL] OK, and what's her name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, did you verify her?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Actually she got transferred to me from the care team and they verified her but yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK thank you go ahead and send her over.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Is this Miss [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and I understand you have some questions about your, uh, you say you filed last filed a claim in [PII], but I wanna make sure your name, date of birth, email, and physical address was uh verified, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what was your question about your old claim that you filed?
[CUSTOMER][NEUTRAL] Back in, back in [PII], I had a stroke and I was at ICU.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my job, I mean my
[CUSTOMER][NEUTRAL] One of my boss was was working that time.
[CUSTOMER][NEUTRAL] Did all the paperwork.
[CUSTOMER][NEUTRAL] I don't know if y'all would pay that claim or not.
[AGENT][NEUTRAL] We paid you for that claim. We paid you $2,931.99 and that claim was paid on [PII].
[CUSTOMER][NEUTRAL] I don't remember
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was just trying to think, so I couldn't remember.
[AGENT][POSITIVE] OK, no worries. Anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You have a great day and take care. Thanks for calling APO.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.