AccountId: 011433970860
ContactId: b220402c-124a-4af4-842e-4d82c3a46d8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115330 ms
Total Talk Time (AGENT): 38252 ms
Total Talk Time (CUSTOMER): 50813 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/b220402c-124a-4af4-842e-4d82c3a46d8b_20250423T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] [PII], I'm I'm it's my name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, my insurance, the insurance is issued with [PII]. It's a family coverage.
[CUSTOMER][NEGATIVE] And I'm concerned about uh finding out if.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My this my insurance was charged for a service.
[CUSTOMER][NEGATIVE] That uh I that had not been, was not completed with uh.
[CUSTOMER][NEUTRAL] Uh uh I, I'm trying to find out my policy number.
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] 604-798
[AGENT][NEUTRAL] All right, let me get that policy pulled up for you real quick, [PII].
[AGENT][NEUTRAL] Alright, and what's the last four of um [PII]'s uh social?
[CUSTOMER][NEUTRAL] Uh, now that I don't know.
[AGENT][NEUTRAL] OK, um, what's the billing address we should have on the policy?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All righty. Thank you. And what about, uh, your date of birth?
[CUSTOMER][NEUTRAL] Mine is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. OK, so, um, ultimately, you're calling about a uh claim that was processed or um
[AGENT][NEUTRAL] Attempted to be processed?
[CUSTOMER][NEUTRAL] Oh well I'm trying to see, I'm trying to see if it was.
[AGENT][NEUTRAL] OK, so what I'm gonna do, Mr. [PII] is I'm gonna get you transferred down to the claims and benefits department so they can further assist you, OK?
[CUSTOMER][POSITIVE] Uh thank you ma'am.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] Deferring.