AccountId: 011433970860
ContactId: dd456e21-61f0-4613-aac2-13ad12a6d16e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421619 ms
Total Talk Time (AGENT): 125404 ms
Total Talk Time (CUSTOMER): 133369 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/dd456e21-61f0-4613-aac2-13ad12a6d16e_20250516T15:49_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] Hello, my name is [PII] and last name and issue start with O [PII]. I would like to know about the claim status.
[AGENT][NEUTRAL] OK, well, I'll be more than happy to help you with the claim status, [PII]. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Uh, ma'am, only one.
[AGENT][NEUTRAL] Alright, and may I have the um a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Uh, ma'am, my call referral number is 9549670107.
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Yes, the member's policy number is
[CUSTOMER][NEUTRAL] Wait, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Ma'am, 5.
[CUSTOMER][NEUTRAL] C Charlie Whiskey 4 X X-ray Foxtrot 0 D. Delta P. Papa 07.
[AGENT][NEUTRAL] OK, so that's not an APL policy number. Do you have the ID card there with you?
[CUSTOMER][NEUTRAL] Uh, ma'am, um,
[CUSTOMER][NEUTRAL] Which, uh,
[AGENT][NEUTRAL] The APL policy card.
[CUSTOMER][NEUTRAL] Ma'am, 9 times 9.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, please, um, enter, uh, the policy number 999.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I don't know what that number is, but I'm asking you if you have the member's ID card so that I can show you how to get to the policy number. If not, we can look with the first and last name and their full social.
[CUSTOMER][NEUTRAL] Yes, ma'am. Um please uh check with the Social Security number or the member's name.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And I'm ready when you are.
[CUSTOMER][NEUTRAL] Yes, ma'am. The Social Security number is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And may I have the member's first and last name?
[CUSTOMER][NEUTRAL] Yes, ma'am. The first name spelled as [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] So nothing came up with the social.
[AGENT][NEUTRAL] Let me try with the name. Hold on one moment.
[AGENT][NEUTRAL] Yeah, so we don't have anyone with um that a policy with that name on it. Um, you said you do have a copy of the card?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] OK, I was just trying to see if APL was on there. Um, so we're gonna need more information if you want to reach out to the member, um, or do you have a claim number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Wait, ma'am. I'll check this and then tell you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Ma'am, the member ID is 99 9. Nothing found it?
[AGENT][NEUTRAL] There's no policy number that we have, that's only 3 digits, so that's not for APL.
[AGENT][NEUTRAL] If you don't have the information, then you would just need to um reach out to the member to see who their insurance company is or if they have a policy or APL policy number.
[CUSTOMER][NEUTRAL] So, ma'am, uh, you didn't find the member or the claim, right?
[AGENT][NEGATIVE] Right, you have not provided me with the claim number and the member's name and social did not bring up anything, nor the policy, the policy number that you gave was not APL.
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Ma'am, I have one more ID, uh, wait, that is.
[CUSTOMER][NEUTRAL] U umbrella, L Lima, Lima, 4122521.
[AGENT][NEUTRAL] No, ma'am. APL policies, um, they could start with a 01 or a 02, may have an ML 7 or 8 at the end, but there's no letters in our policy numbers.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] Uh, so, ma'am, mm mm.
[CUSTOMER][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] I need
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And the first initial to my last name is [PII]. My first name is [PII]
[CUSTOMER][NEUTRAL] Spell as
[CUSTOMER][NEUTRAL] OK. What is your call reference number?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, ma'am.
[AGENT][NEUTRAL] All right. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK, ma'am.