AccountId: 011433970860
ContactId: 9ffa3967-4a05-4fb4-9eb6-e0d7aeeaf681
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193259 ms
Total Talk Time (AGENT): 66002 ms
Total Talk Time (CUSTOMER): 63321 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/9ffa3967-4a05-4fb4-9eb6-e0d7aeeaf681_20250305T19:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Um, I was calling about my, um, claim thing I sent in, uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I they sent me an accident claim form I filled one out in the online and emailed it in and then they asked for um the statement. I was waiting for my statement to come in. I sent my statement in and they sent me another accident claim form, so um.
[CUSTOMER][NEUTRAL] I just was trying to figure out what's going on why they sent me another one of these accident claim form.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so are you the um are you who is filing the claim? Are you the insured? Do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, hold on, it's uh 00780942.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna get you over to to the claims department, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] with um Broker Resources. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good.
[AGENT][NEUTRAL] Good, I have, hold on, I'm trying to verify that this is actually not [PII], so bear with me. I'm sorry.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] Um, I don't know. What are you? You [PII]?
[AGENT][NEUTRAL] Well, I have somebody, yeah, I have somebody on on I have [PII] on the phone. His policy number is 007.
[CUSTOMER][NEUTRAL] Yeah but I
[AGENT][NEUTRAL] 80942.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Why can't I see like what they have?
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEGATIVE] That's so bizarre.
[CUSTOMER][NEUTRAL] Now this is an accident policy.
[AGENT][NEUTRAL] Oh perfect so can he talk to you? He was just calling um to ask about his claims.
[CUSTOMER][NEUTRAL] Sure, sure, send it through.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, did we get him verified or do I need to verify him?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, I looked up
[AGENT][NEUTRAL] You, you can verify him. I believe that this is him. I didn't ask for a social or birthday though, but I did verify like lying that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], his last name is that policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alrighty, thank you.
[AGENT][POSITIVE] OK, of course, thank you.
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII].
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah. How, how can I help you, [PII]?