AccountId: 011433970860
ContactId: af64a8ec-f1f4-4a7f-934a-608385d99037
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289880 ms
Total Talk Time (AGENT): 107859 ms
Total Talk Time (CUSTOMER): 112485 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/af64a8ec-f1f4-4a7f-934a-608385d99037_20250626T15:52_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, do I need to give you my claim number?
[AGENT][NEUTRAL] Uh, could I get your policy number, please?
[CUSTOMER][NEUTRAL] OK, the policy is 02240855.
[AGENT][NEUTRAL] Can I get your name and uh date of birth please?
[CUSTOMER][NEUTRAL] Yes, it's [PII] A.
[CUSTOMER][NEUTRAL] The last name is [PII] G.
[AGENT][POSITIVE] OK, thank you for that.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And what type of claim are you calling in reference to today?
[CUSTOMER][NEGATIVE] Well, um, I had sent a claim in for disability for when I was out from [PII]. And it said that it couldn't, and that the copies couldn't be read.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you tell me what they, what couldn't, they didn't, um, I guess what they didn't see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ma'am, what is that claim number? Just to make sure.
[CUSTOMER][NEUTRAL] That would be 3589465.
[AGENT][NEUTRAL] OK, let me see. I can pull up the image.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like, I'm wondering it's on a couple pages.
[AGENT][NEUTRAL] I can see the word passwords.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, there's like a key and passwords.
[CUSTOMER][NEUTRAL] OK, you can see what is, what is it?
[CUSTOMER][NEUTRAL] OK, do you know what page that's on?
[AGENT][NEUTRAL] Uh, now for us it's page 3 and 4.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] I don't know if something should be on here or not, but there's writing at the bottom that says.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII], American Airlines flight attendant. OK, is there, should there be something above that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, hold on if but you probably got.
[CUSTOMER][NEUTRAL] Oh OK so oh passwords OK what that is that because I think they were asking for the dates to show the dates that I was out and that was the screen that comes up.
[CUSTOMER][NEUTRAL] And so you can see up above it where it says.
[AGENT][NEUTRAL] OK, so you're writing up under.
[AGENT][NEUTRAL] So you're writing that I just um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Read out. Is there there's something that we should be able to see above that?
[CUSTOMER][NEUTRAL] Yeah, you didn't get the picture of the the date?
[AGENT][NEUTRAL] OK, cause it's just.
[AGENT][NEGATIVE] No, it's just a big black square. So 3, page 3 and 4 is a big black square, so we can't, if there's supposed to be something there, we should see we're unable to see it.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, OK, all right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes, OK, well what I'm gonna do is mail these instead of sending out a fax because evidently it's getting lost in on the fax machine. So I'm just gonna mail it to you. OK, what is a good address to mail it to, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. OK [PII].
[CUSTOMER][POSITIVE] Got that. OK, alrighty ma'am, I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And you have, OK.
[CUSTOMER][POSITIVE] No, not now. I was just trying to get all this paperwork. I've just been dealing with some elderly people and anyway, it's just, I haven't had time for myself. So today I said I'm doing it. Uh, anyway, I do appreciate your help and thank you and you have a great afternoon. Uh-huh, uh-huh. Thank you. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Sure, bye-bye.