AccountId: 011433970860
ContactId: b9e93f19-084e-4c14-a048-7a4615b74f44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312359 ms
Total Talk Time (AGENT): 89886 ms
Total Talk Time (CUSTOMER): 106174 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/b9e93f19-084e-4c14-a048-7a4615b74f44_20250224T18:27_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I need to speak with a claims adjuster please.
[AGENT][NEUTRAL] Mm, OK, um, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII] S. Phone number is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you. Do you have a policy number so I can find the correct claims department?
[CUSTOMER][NEUTRAL] Uh, accident. Let me give you the policy number.
[CUSTOMER][NEUTRAL] T.
[CUSTOMER][NEUTRAL] It's 254-585-1.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I have a claim number.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, go ahead with the claim number so I can provide this to them.
[CUSTOMER][NEUTRAL] OK, it's 356-572-4.
[AGENT][NEUTRAL] OK, thank you. And I just need to verify your information. May I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Sure, [PII] and 10573. I'm sorry, I don't think that was it. That was the claim number that uh.
[CUSTOMER][NEUTRAL] The right claim number was 356-547-3.
[AGENT][NEUTRAL] 147. OK, OK, that's fine. And what is your mailing address and email address?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII], [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] All right. Um, let me get that, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claims department on the line, OK? They have a special group for this one. You're welcome. One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Thanks for calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Fine. How are you?
[AGENT][NEUTRAL] I'm good, thank you. I got Ms. [PII] on the line. Uh, she asked for a claim, uh, specialist out of the blue, and she wants to speak to somebody. Um, but the policy number is 254-5851.
[CUSTOMER][NEUTRAL] OK, you said it's it who on the line?
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Miss [PII], and she has a question regarding a claim.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] She wanted to speak to a claims adjuster. That's, that's what she asked for.
[CUSTOMER][NEUTRAL] OK, so you don't know if it's a claims question?
[AGENT][NEUTRAL] It is a claim and it looks like it's on part two based on what she was telling me. Um, I think it's regarding claim 356-5473 if I'm not mistaken.
[CUSTOMER][NEUTRAL] OK, for the 2325 data service?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so she has questions about that one?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][POSITIVE] OK, you're ready? OK, thank you. Here she comes. You're welcome.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Miss [PII] on the line. She's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] Hi, Miss [PII].
[CUSTOMER][NEUTRAL] Hi how are you? I'm fine how are you? OK, so I have another form that I need to send in the the doctors um.
[CUSTOMER][NEUTRAL] The doctor's note.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The doctor's, the doctor's statement, who do I send it, send it in since the claim was denied because that was not attached? OK, you'll just need to submit it to our claims, um, you, you can mail it to us. We can.