AccountId: 011433970860
ContactId: a70d8230-cca9-4557-b7ba-92d23d3bee58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240759 ms
Total Talk Time (AGENT): 102389 ms
Total Talk Time (CUSTOMER): 69889 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a70d8230-cca9-4557-b7ba-92d23d3bee58_20250609T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm trying to fill out a claim and on the um form it says APL policy number. What is that?
[AGENT][NEUTRAL] Uh, you're needing your policy number?
[CUSTOMER][NEUTRAL] That's what it calls for APL policy number. I don't know what that is.
[AGENT][NEUTRAL] So I can get that for you. Uh, was this for, uh, this is a claim that you were filling out for yourself, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, sure, I can get you that policy number. Um, what was your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you um let's see, I can start using your social if you don't have your policy number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm sorry that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let me make sure I didn't get any result with that so let me make sure I heard that, um, social correctly that was uh [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, well I was unable to find you with that in our system um I'm sorry, [PII], what did you say your last name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a minute, let me try searching that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, what state do you live in [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, bear with me just a moment.
[AGENT][NEUTRAL] Uh, do you live in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I think I found you. Uh, what was your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK, so I did find you. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty and this was for your um hospital indemnity plan?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Got it. OK, um, I'm just gonna verify a couple pieces of information really quick, um, [PII], can I get your, uh, mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Uh, last thing I need is the email address that we've got on file for you. uh, looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying all of that. OK, so I got policy number uh ready whenever you are.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 63.
[AGENT][NEUTRAL] 03.
[AGENT][NEUTRAL] 11.
[CUSTOMER][NEUTRAL] OK, 02630311.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, and that will always be the APL policy number for me?
[AGENT][NEUTRAL] Yes ma'am, that is your policy number with us.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Of course. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] That would be it. You have a good day.
[AGENT][POSITIVE] Alright, thanks for giving us a call you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.