AccountId: 011433970860
ContactId: a89dfb71-9876-4340-b5f9-ef1773f7096c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142669 ms
Total Talk Time (AGENT): 62202 ms
Total Talk Time (CUSTOMER): 59877 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/a89dfb71-9876-4340-b5f9-ef1773f7096c_20250421T13:00_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] You
[CUSTOMER][NEUTRAL] Yeah, and this is [PII]. I was calling to get uh a welding, um, claim form, not a council.
[CUSTOMER][NEUTRAL] Claim form y'all, whoever send, they send a canceled claim form and I don't need to cancel. I just need to weld them where I took my welding, that's all.
[AGENT][NEUTRAL] Oh, OK. Well, I can definitely help you um get the wellness claim form. Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am. It's um [PII].
[CUSTOMER][NEUTRAL] [PII], wait a minute, [PII], wait a minute, I forgot. [PII].
[AGENT][NEUTRAL] All right, thank you. And then just your policy number.
[CUSTOMER][NEGATIVE] Oh shoot, I ain't got it on here.
[AGENT][NEUTRAL] I can search it with your social also if you like.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][POSITIVE] I'm definitely sorry to hear that the wrong form was sent, but I can definitely get you the right one. And you want it mailed to you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, that'd be fine and also the number I just gave you is [PII], the phone number.
[AGENT][POSITIVE] Yes, ma'am, you said it right.
[CUSTOMER][NEUTRAL] OK then
[AGENT][NEUTRAL] That's what you told me.
[CUSTOMER][NEUTRAL] I'm just making sure.
[AGENT][NEUTRAL] Hold on one second. I think I just found your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I have you here, Ms. [PII]. Can you verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I will go ahead and send you over the um the wellness claim form and you need it mailed to the home address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so I'm sending that out to you now, OK?
[CUSTOMER][POSITIVE] OK then thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] You have
[CUSTOMER][POSITIVE] No, ma'am, that'd be all, and you have a great day.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You also thanks for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye bye.
[AGENT][NEUTRAL] Bye bye.