AccountId: 011433970860
ContactId: bb21ab09-bac7-4190-be80-5ea8b87359f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152660 ms
Total Talk Time (AGENT): 57132 ms
Total Talk Time (CUSTOMER): 46551 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/bb21ab09-bac7-4190-be80-5ea8b87359f1_20250102T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I just have a question on a claim. Um, do you need like my tax ID or anything like that?
[AGENT][NEUTRAL] Um, I could definitely check on a claim for you. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, are you with a provider?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course it's 567.
[CUSTOMER][NEUTRAL] 8907186
[AGENT][NEUTRAL] OK, thank you. um OK, so do you have the policy number or the claim number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do have a claim number for you.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] I have 353-076-1.
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] All right. And uh can you verify the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It looks like I have [PII].
[CUSTOMER][NEUTRAL] And then,
[CUSTOMER][NEUTRAL] If you give me a second, I can pull her up and tell you her the birthday here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Well, maybe.
[CUSTOMER][NEUTRAL] I am going to go with [PII].
[AGENT][NEUTRAL] That's correct. OK, thank you for verifying that, [PII]. OK, so we were unable to pay a benefit for this claim as their policy terminated, uh, [PII], and so these services were rendered after coverage was terminated.
[CUSTOMER][POSITIVE] OK perfect yeah.
[CUSTOMER][POSITIVE] OK, that is what I needed to know thank you very much.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, just a reference number for a phone call if you do that.
[AGENT][NEUTRAL] Sure, uh, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too hon bye bye.
[AGENT][POSITIVE] Thank you bye bye.