AccountId: 011433970860
ContactId: b0ea1dc0-8ce4-455d-825a-853ff1730f7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112339 ms
Total Talk Time (AGENT): 50954 ms
Total Talk Time (CUSTOMER): 52688 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/b0ea1dc0-8ce4-455d-825a-853ff1730f7c_20250115T15:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there, I'm just calling to check on the status of a claim.
[AGENT][NEUTRAL] OK, I can help you with the claim status. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name is [PII]. Do you need me to spell it?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, what's your
[AGENT][NEUTRAL] No, I don't. Uh, what's your policy number or the policy number?
[CUSTOMER][NEUTRAL] 002369465 M as in Mary, L as in liberty and then 7 or 8.
[AGENT][NEUTRAL] And [PII], are you the policyholder?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth and mailing address for me, please?
[CUSTOMER][NEUTRAL] Sure, [PII], [PII].
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. We're checking claim status. Looks like a claim was processed on the [PII], issuing a payment of $191.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, to skin and Cancer associates. Mhm.
[CUSTOMER][POSITIVE] That's fantastic.
[CUSTOMER][NEUTRAL] OK, is there any kind of number or anything? $191? Oh yeah, claim number.
[AGENT][NEUTRAL] A claim number?
[AGENT][NEUTRAL] The claim number is 355.
[AGENT][NEUTRAL] 0269.
[CUSTOMER][POSITIVE] Oh, that is good news. Excellent, thank you so much. 355-026-9.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Awesome, thank you so much for your help. What was your name?
[AGENT][NEUTRAL] It's [PII], first initial last name is [PII]. And did you have any other questions I could help with today?
[CUSTOMER][POSITIVE] No, just thank you very much, appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.