AccountId: 011433970860
ContactId: bce32c5f-8e23-4bcc-b865-d15c6de9ab06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354480 ms
Total Talk Time (AGENT): 104227 ms
Total Talk Time (CUSTOMER): 69589 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/bce32c5f-8e23-4bcc-b865-d15c6de9ab06_20250506T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm just, uh, I, I'm not sure if I called the right extension, but I'm trying to see, um.
[CUSTOMER][NEUTRAL] If Supercare reached out to you guys for my uh prescription or CPAP or something like that, I don't know if this is the correct line to contact.
[AGENT][NEUTRAL] OK. Um, so it sounds like you may need to check on a claim. Is that what you're trying to, a claim for your CPAP machine?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, alright, [PII].
[CUSTOMER][NEUTRAL] That that would be the claims department.
[AGENT][NEUTRAL] OK. All right.
[AGENT][POSITIVE] And just in case we get disconnected, what's a good phone number I can call you back at?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Get that
[CUSTOMER][NEUTRAL] My policy number is 0258.
[CUSTOMER][NEUTRAL] 4980.
[AGENT][NEUTRAL] Alright, [PII]. I just need to verify some information, uh, before we can continue. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, and you already gave me your phone number, so the last thing I need to verify is your email address.
[CUSTOMER][NEUTRAL] It's, I believe it's um that I put down [PII].
[AGENT][POSITIVE] That that's what we have. Thank you so much for verifying that information. Let me take a look.
[AGENT][NEUTRAL] All right, [PII], I'm gonna have to get you over to our care team so they can take a look at your claims and see if the one you're referring to um has reached us or not. Uh, would you mind holding just a brief moment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I don't mind at all. Thank you.
[AGENT][NEUTRAL] All right, was there anything else I could do for you before I transfer you?
[CUSTOMER][POSITIVE] Um, that should be it. Thank you.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a wonderful day and hold on just a moment.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good how are you?
[AGENT][NEUTRAL] I am good. Um, I have an insured on the line calling to check claim status.
[CUSTOMER][NEUTRAL] OK, you have the policy number?
[AGENT][NEUTRAL] Yes, I do. Let me see. It is 258.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 4980.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He has been fully verified and the phone number, his callback number is the same that's in the system and it's for [PII].
[AGENT][NEUTRAL] B
[CUSTOMER][NEUTRAL] OK, and who am I speaking with?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], OK, all right, I'm ready.
[AGENT][POSITIVE] Yeah, yeah, all right, here he comes, thank you.
[CUSTOMER][POSITIVE] All right. You're, you're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, it's my understanding that you're checking.