AccountId: 011433970860
ContactId: a205b44f-82ba-4668-8b7d-767dae49b2ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239429 ms
Total Talk Time (AGENT): 62389 ms
Total Talk Time (CUSTOMER): 86603 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/a205b44f-82ba-4668-8b7d-767dae49b2ad_20250408T17:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], my name is [PII] and I'm calling for claim status please.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, I have [PII].
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do, um, that is 0182567.
[AGENT][NEUTRAL] 0182567.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, there should be one more number.
[CUSTOMER][NEUTRAL] Oh, I do apologize. There's a 1 in the front of the 0. I'm sorry. I think I heard all the other, yes.
[AGENT][NEUTRAL] 1
[AGENT][NEUTRAL] 101.
[CUSTOMER][NEUTRAL] 1082.
[CUSTOMER][NEUTRAL] No, no, no, it's 1082567.
[CUSTOMER][POSITIVE] Oh, I do apologize. I'm so so sorry. Um, I have 708-930-46.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, that's too many numbers for our our policy number. Do you have their social?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do. I have [PII]. Mhm.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you are wanting benefits or claim status?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For claims, please.
[AGENT][NEUTRAL] OK, and what I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, before you continue, um, can you provide me with the correct ID number?
[AGENT][NEUTRAL] 01082567.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm not showing we received that claim. This policy canceled 114 of 18.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][POSITIVE] Perfect. Um, OK, that's perfectly fine. Uh, can I just get a reference number, please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's about it. Thank you so much for your help and your time. You have a wonderful day.
[AGENT][POSITIVE] Thank you [PII] for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye bye.