AccountId: 011433970860
ContactId: acac427f-e3aa-4d86-8b20-05e8c09f7573
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310100 ms
Total Talk Time (AGENT): 148515 ms
Total Talk Time (CUSTOMER): 103983 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/acac427f-e3aa-4d86-8b20-05e8c09f7573_20250408T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is. Can I help you?
[CUSTOMER][NEUTRAL] Calling.
[CUSTOMER][NEUTRAL] Hi there, yeah, I'm, uh, I, I, I am a, uh, how do I say this? I have the insurance through you guys, um, and I, yeah, I was checking on my benefits, so I was wondering if you could help me with that because I just got injured a few days ago, so I thought, well, I should be probably.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Um, you know, putting in this claim.
[AGENT][POSITIVE] Yes sir, I can help you with your benefits. um, first let me get your callback number just in case our call is dropped.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and just know if the call disconnects, I will call you back. Um, can I please get your name also?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, and then [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Is 02210792.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, a phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][POSITIVE] OK, thank you very much for verifying all that information for me.
[AGENT][NEUTRAL] OK, so looking.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Policy show.
[AGENT][NEUTRAL] Um, that the policy lapsed on [PII].
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh it did.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] And they never got any notice.
[AGENT][NEUTRAL] Right. We don't have any more policies with uh.
[AGENT][NEUTRAL] Are, are you with American Airlines?
[CUSTOMER][NEUTRAL] No, it's LA County Fire Department.
[AGENT][NEUTRAL] Uh, LA County fire department, yes sir. So, um, LA County ended their contract with us and all the policies. Now what I can do is I can transfer you over and so you could speak to somebody and see who you have your policy with now.
[CUSTOMER][POSITIVE] Oh OK yeah that would be great.
[AGENT][POSITIVE] Would you like for me, yes, I can do that for you, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look up that number real quick.
[CUSTOMER][NEUTRAL] Would it show then I would be active with them is what you're saying?
[AGENT][NEUTRAL] Right, so, um, I'll have to transfer you over to ERP so that they can help you as far as who you have your insurance with you can ask them those questions uh to them because I don't have answers for that but um I can definitely get you to the right people so you can get answers.
[CUSTOMER][POSITIVE] Oh thank you OK I appreciate that.
[AGENT][POSITIVE] You're very welcome is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that that was it.
[AGENT][NEUTRAL] OK, well it's gonna be a brief hold while I transfer you over um let me give you that phone number just in case the call is dropped. I can give that to you.
[CUSTOMER][POSITIVE] Sure, hang on one sec, absolutely, let me find a pen here.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK. Um, go ahead.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK. Uh, the, yes, sir, I'm here. The phone number is [PII].
[CUSTOMER][NEUTRAL] Are you there still over there.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you see the um last 7 you cut out. I got the 800 part.
[AGENT][NEUTRAL] OK,
[CUSTOMER][NEGATIVE] God, I know. I don't know why you're the phone keeps cutting in and out when you start saying the numbers. Go ahead, try it one more time.
[AGENT][NEUTRAL] OK. Yes, I'm here. I hear you. Um, OK, it's 674-9484.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Oh there you are. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 9484 got it.
[AGENT][POSITIVE] Yes sir, alright, I'm gonna go ahead and transfer you now so you can get good answers, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Take care bye bye.
[AGENT][NEUTRAL] Bye-bye, sir.