AccountId: 011433970860
ContactId: bbeb1b03-1d02-40f8-97fa-892a71738117
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119650 ms
Total Talk Time (AGENT): 33937 ms
Total Talk Time (CUSTOMER): 52398 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/bbeb1b03-1d02-40f8-97fa-892a71738117_20250513T17:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Med first. I was just calling to get a good fax number because we need to resubmit a claim.
[AGENT][POSITIVE] I'd be happy to assist with the fax number today, [PII] if I can get a good.
[AGENT][NEUTRAL] Callback number for you?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] Um, I do not.
[AGENT][NEUTRAL] OK, I just needed to know because some of our claims go somewhere else where it depends on the policy that they have. Oh, OK, great, I'm ready.
[CUSTOMER][NEUTRAL] Let me look on here oh.
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] OK, I found it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's AF.
[AGENT][NEGATIVE] Oh, that's not any of our policy numbers. They don't start like that.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] What it's showing hold on.
[CUSTOMER][NEUTRAL] Are you able to look it up by first and last name?
[AGENT][NEUTRAL] Sure, do you have a actually, do you have a social?
[CUSTOMER][NEUTRAL] Yes, I do have a social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that social is not in our system. What's the name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Because there's no one in our system by that name either.
[CUSTOMER][NEUTRAL] OK, so we have different policy. OK, got you, alright, we'll figure it out, thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.