AccountId: 011433970860
ContactId: b2342662-3b14-425a-b3b0-89c2c45a832e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180089 ms
Total Talk Time (AGENT): 60910 ms
Total Talk Time (CUSTOMER): 102634 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b2342662-3b14-425a-b3b0-89c2c45a832e_20250603T20:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I had sent an insurance paper in hand, but it came back and I sent it to [PII].
[CUSTOMER][NEUTRAL] With [PII] zip code.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah, so I'm.
[AGENT][NEUTRAL] That's our old claims mailing address. I can give you the new one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh OK then thank you I appreciate it.
[AGENT][NEUTRAL] Yes, ma'am. Um, well, 1st may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Telephone contact [PII].
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] OK, policy number 636-586.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][NEUTRAL] So that's a lot.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So our mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, yeah, [PII] OK.
[AGENT][NEUTRAL] [PII], and then the zip code.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] OK, [PII].
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK then, thank you so much. I appreciate.
[AGENT][POSITIVE] You're very welcome. Was it
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] No, that's it. I need to go put this address in my file. OK, and you have a blessed day.
[AGENT][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You also, and thanks for calling APL.
[CUSTOMER][NEUTRAL] Oh OK
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.