AccountId: 011433970860
ContactId: a8189091-efb0-4a18-ab5d-4ddf3570cd41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261279 ms
Total Talk Time (AGENT): 66875 ms
Total Talk Time (CUSTOMER): 59570 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/a8189091-efb0-4a18-ab5d-4ddf3570cd41_20250415T13:20_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hey, I apologize. I'm returning a phone call that was made to me about 5 minutes ago. I was on the phone with my boss, and I apologize for not answering.
[AGENT][NEUTRAL] Oh, it's OK. Um, I can take a look and see who gave you a call. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And may I have a good contact number just in case we're disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] 259-639-6
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you ma'am I appreciate that.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My address is [PII]. The zip code is [PII]. My email address is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And Mr. [PII], is it alright if I place you on just a brief hold? I'm just looking through the notes to see who calls.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. So I was able um to locate the representative who called you, Ms. [PII], um, and she's available, yes, um, before I transfer you over to Ms. [PII], was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am, I thank you ever so much.
[AGENT][NEUTRAL] You're very welcome. Well, thanks for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Calling APA. You're speaking with [PII].
[AGENT][NEUTRAL] Hey, Ms. [PII]. Hold on one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thanks again for holding. I have Ms. [PII] on the line for you, OK?
[CUSTOMER][POSITIVE] Thank you, ma'am. Thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello Mr. [PII], this is [PII] in the claims.