AccountId: 011433970860
ContactId: c3a1e880-2d0c-426d-bc75-594cb9a50c17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306230 ms
Total Talk Time (AGENT): 95966 ms
Total Talk Time (CUSTOMER): 90262 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/c3a1e880-2d0c-426d-bc75-594cb9a50c17_20250422T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], this is [PII], and I'm trying to check on um.
[CUSTOMER][NEUTRAL] Some hospital records that I sent in and the post office says y'all got it on [PII] and I haven't heard anything since then.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, I'll need a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need your policy number, please?
[CUSTOMER][NEUTRAL] Uh, OK, I have the heart and stroke insurance and it's [PII].
[AGENT][NEUTRAL] OK, can I look this up by your social?
[AGENT][NEUTRAL] Could you please give me your social, and make sure you're in our system.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, gosh.
[CUSTOMER][POSITIVE] I love the
[CUSTOMER][NEUTRAL] I know the last 4 not for swimming.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] OK, I can look it up by your name and date of birth. Um, what's your last, please spell your last name?
[CUSTOMER][NEUTRAL] OK, OK, [PII]
[AGENT][NEUTRAL] And your first name, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, ma'am. I found you in our system. Um, please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] OK, it's [PII], one word, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I don't have an email.
[AGENT][NEUTRAL] OK, I'm showing an email address on file. It said [PII].
[CUSTOMER][NEUTRAL] Yeah that's an old, old one. I don't have that anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In one moment.
[AGENT][NEUTRAL] OK. Yes, ma'am. I found your policy in our system. And um actually, I will need to send you to the department that handles these claims, if you don't mind holding. I'll place you on a brief hold before I transfer you. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, and I wasn't sure if I had picked the right number when they were giving you the choices at the first of the phone call, so I may have picked the wrong one.
[AGENT][NEGATIVE] Yeah, no.
[AGENT][POSITIVE] Yeah, no problem. I'll get you over to the right um department. One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mhm. No problem.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] in the meddling claims department. I have a um member on the line who's checking on claim status for her policy. I'm not sure which type of benefit this is, but it's not a meddling policy, so I'm unable to assist her. Could you look this up and see if um I'm trying to transfer it to the right department?
[CUSTOMER][POSITIVE] Yeah, absolutely. Do you have the policy number?
[AGENT][NEUTRAL] Yeah, her policy number is 00135750 for Ms. [PII].
[CUSTOMER][POSITIVE] OK, yeah, I can help her.
[AGENT][NEUTRAL] OK. I've verified all of her information. So everything's updated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here she is.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][POSITIVE] Hm, thank you.
[CUSTOMER][POSITIVE] Thank you.