AccountId: 011433970860
ContactId: beb5f264-cbaa-44d2-9633-582754b6c743
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156339 ms
Total Talk Time (AGENT): 62244 ms
Total Talk Time (CUSTOMER): 78778 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/beb5f264-cbaa-44d2-9633-582754b6c743_20250401T21:19_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] OK
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. My policy number is 472.
[CUSTOMER][NEUTRAL] 697.
[AGENT][NEUTRAL] OK, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And I have your policy here. I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] [PII] address [PII].
[AGENT][POSITIVE] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And how may I help you today?
[CUSTOMER][NEUTRAL] I, I just need to know when was the last time y'all, uh, I sent my claim in.
[AGENT][NEUTRAL] You said the last claim?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] You are in the lead, so we can start with you. Let's put 30 seconds on the clock. Your clock will begin as soon as I'm finished reading your first question.
[AGENT][NEUTRAL] OK, this policy number.
[CUSTOMER][POSITIVE] What a selling here we go.
[CUSTOMER][NEUTRAL] Food waste removal pre garbage disposable cover it.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] Which is happier cloud.
[AGENT][NEUTRAL] So, are you asking for the last claim that was received on the policy number that you gave, because this hasn't been active since [PII], or you just asking when is the last claim we processed for you?
[CUSTOMER][NEUTRAL] The last thing you process but.
[AGENT][NEUTRAL] It was um it was received on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was a mammogram for date of service, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's all I need to know.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can help with?
[CUSTOMER][NEUTRAL] Mm, that's all. I just need to know last time I had a mammogram done because I couldn't, I couldn't get the right answer to the place that I called, but OK, thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm