AccountId: 011433970860
ContactId: c9932ba7-0835-4d21-a86b-e23f7bb8aab5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134279 ms
Total Talk Time (AGENT): 55400 ms
Total Talk Time (CUSTOMER): 62823 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/c9932ba7-0835-4d21-a86b-e23f7bb8aab5_20250220T14:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I recently signed in a claim. I faxed it and I think I put the wrong claim number if I'm not mistaken. The one that I put might have been the lapse number. Can you check that for me?
[AGENT][POSITIVE] Yes, I can check for you. Uh, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, the policy number, the policy number that I put, I think it's 1776939, and now that I'm looking online my active number is 252.
[CUSTOMER][NEUTRAL] 5111.
[CUSTOMER][NEUTRAL] I don't remember writing that number down.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Alright, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] 42766 um email addresss [PII]. Mailing address [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] So I'm not I'm not sure if it came in on the old one, but it is being processed under the new one. it came in on [PII], uh, 0, I was thinking that was yesterday, [PII] of this year, so it is being processed under the active policy. They may have, if it was, they may have just switched it to the active one.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And it's not showing they need any different information yet.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, not yet. I just see zeros here in the day it came in.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL. You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Well thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.