AccountId: 011433970860
ContactId: a64aaead-5082-4e5c-8d12-3bd2cbd9356c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315559 ms
Total Talk Time (AGENT): 85874 ms
Total Talk Time (CUSTOMER): 122601 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/a64aaead-5082-4e5c-8d12-3bd2cbd9356c_20250117T14:47_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good good morning, [PII]. My name is [PII] and I am the administrator and executive assistant for the CEO of the company. That's who I'm calling for, Mr. [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I don't. I have his date of birth and his license.
[AGENT][NEUTRAL] You have his social security number?
[CUSTOMER][NEUTRAL] I do, give me one second. I just got it.
[CUSTOMER][POSITIVE] Yeah, I have everything. Give me a second.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And who did you say you were?
[CUSTOMER][NEUTRAL] I am his assistant.
[CUSTOMER][NEUTRAL] The name is [PII].
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Hold on one. OK. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and do we have permission to speak with you on his policy?
[CUSTOMER][NEUTRAL] I don't know. I sure, I think so because I am his assistant. I do everything for him.
[CUSTOMER][NEUTRAL] I just need to submit a bill to his um to the APL to the gap.
[AGENT][NEUTRAL] Is he there where I can talk to him?
[CUSTOMER][NEUTRAL] No, he is not. He just got operated.
[AGENT][NEUTRAL] OK, since we don't have, I don't see anything in notes where we can talk to you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then we would have to have something saying we could talk to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can, I can have him call I guess. I mean he's gonna have to. So what is the procedure? I have a bill from September. What does he have to do? Call the same number.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, he would call this number and or you can, he can just mail in the bill or fax it or.
[CUSTOMER][NEUTRAL] Email it
[AGENT][NEUTRAL] Uh, or he can, uh, we don't accept email because our email is not secure enough. We have an online service center that he can send it to upload it to.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh, I, I'd rather mail it. Can you give me an address?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] One moment please. [PII].
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] City?
[AGENT][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And [PII] is what? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you. And to the attention of uh support center.
[AGENT][NEUTRAL] Claims, claims.
[CUSTOMER][NEUTRAL] Claims.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I could just send the bill and then if you need to call him, you call him, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, what do I have to put here? Oh, I have to put his info. I don't have his policy so just look for a policy number or just put his name.
[CUSTOMER][NEUTRAL] And social security number.
[AGENT][NEUTRAL] Yeah, you can put his.
[CUSTOMER][POSITIVE] When sending, you could put that. OK, that's what I'll do. Thank you so much. You've been very helpful, [PII]. And in any event, you have his cell phone number so you can come, you know, confirm anything with him.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Right. If we need anything else, we would send him an explanation of benefits.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Right, or you call the, the phone and the email that you have online. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You, you as well, mama. Thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye.