AccountId: 011433970860
ContactId: c0852e9f-3997-4815-b4d3-1d73a32925c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397899 ms
Total Talk Time (AGENT): 109337 ms
Total Talk Time (CUSTOMER): 104152 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/c0852e9f-3997-4815-b4d3-1d73a32925c2_20250124T13:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have a question on my policy. Um, I'm not able to look at the portal because it's such an old visit, it's not popping up, so I need, I have a question on a certain claim.
[AGENT][NEUTRAL] Sure. What is the policy number?
[CUSTOMER][NEUTRAL] It's 740,240.
[AGENT][NEUTRAL] And may I have your name?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It don't matter.
[AGENT][NEUTRAL] Alright, Ms. [PII], let me just a second to pull up your policy so we can take a look at it.
[AGENT][NEUTRAL] And just for verification steps, do you mind um telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and my address is [PII].
[AGENT][POSITIVE] All right, thank you very much and um how can I help you today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I was in an automobile accident on [PII], and I did not know that I had ambulance, um benefits and I was taken by ambulance. So my question to you is, can you look at the [PII] and tell me if you guys paid the ambulance, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Services.
[AGENT][NEUTRAL] OK, OK, we have a benefits question. All right. So, unfortunately, I'm unable to provide benefits information, but I can go ahead and transfer you to the correct department. Would that work?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh, thank you. Yes.
[AGENT][NEUTRAL] Alright, I will go ahead and place you on a brief hold and provide all your information and your questions.
[AGENT][NEUTRAL] Um, what was the date you were requesting [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] Alright, I will go ahead and um place you on a brief hold.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have Ms. [PII]. Oh.
[AGENT][NEUTRAL] Never mind, she just hung up the line.
[CUSTOMER][NEUTRAL] Oh, OK then. Well, all right, she'll call back, I suppose. What was she needing, [PII]?
[AGENT][NEUTRAL] OK, um, I have her policy which is 240.
[AGENT][NEUTRAL] Sorry, 740,240.
[CUSTOMER][NEUTRAL] Well that's like.
[CUSTOMER][NEGATIVE] Those numbers you just gave me, that's way too many numbers for a policy number.
[AGENT][NEUTRAL] Uh sorry, sorry, I was um starting over 740,240.
[CUSTOMER][NEUTRAL] OK. What was she needing? She'll call back, but I mean, what was she needing?
[AGENT][NEUTRAL] Um, I actually have a callback number. Uh, I'll, uh, but she hung up, I guess.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Not sure. OK, um, she had a question, mhm, she had a question about the ambulance coverage under her policy, um, if it was, um, available for a claim that she had in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know what she need?
[CUSTOMER][NEUTRAL] OK. Well, she may have had to call back. I mean, she may have had to go for some reason. She works for a hospital, I see, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll just let her call back if she hung up. I mean.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, OK. Well, all right then. Well, just make your note that, you know, she called but hung up. I mean during the transfer that she disconnected.
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] You're welcome, [PII]. Well I hope you have a good day. I haven't talked to you in a while. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] You too, thanks.
[CUSTOMER][POSITIVE] Thanks. OK, bye bye.
[AGENT][NEUTRAL] Bye.