AccountId: 011433970860
ContactId: a83800a1-b320-4079-b304-485e4c3af88f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281730 ms
Total Talk Time (AGENT): 88692 ms
Total Talk Time (CUSTOMER): 95690 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/a83800a1-b320-4079-b304-485e4c3af88f_20250418T21:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I, I, they didn't tell me which, um, extension to, to push, but I just received a phone call. Um, I have a claim with you guys and they're questioning the city that I live in. I don't know. They didn't leave the name. They didn't say push this or give me an extension or anything, so I don't know when.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have your policy number by chance?
[CUSTOMER][NEUTRAL] Um would that be the same as the member IDs?
[AGENT][NEUTRAL] Uh, yes, it should be.
[CUSTOMER][NEUTRAL] I can get it here in a second.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] on
[AGENT][NEUTRAL] Or I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Here it is, it's uh 681-7.
[CUSTOMER][NEUTRAL] 55801.
[AGENT][NEUTRAL] Yeah, that's not, uh, I can't pull that number up. Uh, it would be the policy certificate number or I can, like I said, look it up by your last name or your social.
[CUSTOMER][NEUTRAL] Yeah, let's do the last name [PII]
[AGENT][NEUTRAL] OK. Hold on one moment.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] No, [PII] L 00 F.
[AGENT][NEUTRAL] Oh, OK. Let me see.
[CUSTOMER][NEUTRAL] Tools
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, that S [PII]? Is that right?
[CUSTOMER][NEUTRAL] Yup, yup.
[AGENT][NEUTRAL] OK. OK, hold on one moment, let me get this pulled up.
[AGENT][NEUTRAL] OK. Can I get your date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, just two more pieces of information, your address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Um, let's see.
[AGENT][NEUTRAL] OK, so it looks like.
[CUSTOMER][NEUTRAL] What thing what
[AGENT][NEUTRAL] We're verifying the city name. For some reason we had it as
[AGENT][NEUTRAL] Let me get back to that screen.
[CUSTOMER][NEUTRAL] Yeah, you probably have. [PII] and [PII], they're the same. I don't know why, but, um, they, it used to be cedar for years, and, and then recently, Oak Grove split up and they became their own entity, but most people still use cedar. Um, this didn't happen that long ago.
[AGENT][NEUTRAL] OK, should we use Oak Grove though? Is that what we should have?
[CUSTOMER][NEUTRAL] I, I would say that we should use Oak Grove, yeah, I mean if you use cedar, it would still get here.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK. Well, let's, um, if it so I are you authorizing I can change it to Oak Grove then?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, still same street address, same zip code, just changing the name to Oak Grove from Cedar.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. I've got that updated now, so, um, that should be all that we needed. We just wanted to get that verified and make sure that that was correct.
[CUSTOMER][POSITIVE] Yeah, yeah, either way it'll make it here. OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day. Bye.
[CUSTOMER][NEUTRAL] But