AccountId: 011433970860
ContactId: 9c9277f8-40e7-4e70-9a5b-f9bc0be7459e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195300 ms
Total Talk Time (AGENT): 101610 ms
Total Talk Time (CUSTOMER): 69238 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/9c9277f8-40e7-4e70-9a5b-f9bc0be7459e_20250520T14:57_UTC.wav
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[AGENT][NEUTRAL] Good morning. IPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Phone, you know, oh.
[CUSTOMER][NEUTRAL] Hi, I'm sorry, um, my name is [PII]. What was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], hi. Um, I, um, uh, uh, I tried to look on the, um, on the computer and it says there's a glitch on my claim, so I'm just trying to find out what the holdup is.
[AGENT][NEUTRAL] OK, [PII], so you're the policy holder or you have a question on a claim for yourself, is that correct?
[CUSTOMER][NEUTRAL] Correct, the claim for myself. I have the claim number.
[AGENT][POSITIVE] Yes ma'am, I can help you with this. Thank you and what is your last name?
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][POSITIVE] Thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number?
[CUSTOMER][NEUTRAL] Oh, I have a claim number.
[AGENT][NEUTRAL] Well, I need the policy number first to look up your information or your full social so that I can get your specific information pulled up.
[CUSTOMER][NEUTRAL] Will that work?
[CUSTOMER][NEUTRAL] Oh, OK. I have my social. OK. You ready for my social?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And when I do get your information pulled up [PII], I will have to verify several things with you first for security and also any information that is provided will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you uh gave me, so that is the best number that we should have, is that correct?
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] Your telephone number that you gave me is that the phone number we should have on file for you? OK, and lastly your email address please.
[CUSTOMER][NEUTRAL] The phone number? Oh yes, yes, yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I can see [PII], that there is a claim in which we received information on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that there, that is still in line for review. That has not yet been reviewed.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK all right that's what I just wanted to know, OK.
[AGENT][NEUTRAL] OK. So is there anything else that I can help you with at the moment?
[CUSTOMER][NEUTRAL] Um, not today, thank you for checking.
[AGENT][POSITIVE] Oh, well, you're very welcome. So, if that is all I can help you with, and thank you again for calling APL and I hope that you have a wonderful day.
[CUSTOMER][POSITIVE] All right you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you so much.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Bye bye.