AccountId: 011433970860
ContactId: df69f919-f2f6-4d5e-ac2b-6af7ed827e75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 649719 ms
Total Talk Time (AGENT): 83190 ms
Total Talk Time (CUSTOMER): 166496 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/df69f919-f2f6-4d5e-ac2b-6af7ed827e75_20250605T14:41_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] I have called and this is my 4th call to request.
[CUSTOMER][NEUTRAL] And I have not gotten them yet for forms to be sent to my doctor, send them to me for me to send, send to my doctor to uh file a claim for uh surgery.
[AGENT][NEUTRAL] OK. Um
[CUSTOMER][NEUTRAL] Can I ask again for for again?
[AGENT][NEUTRAL] Sure, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] I'm at [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, let me see here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy number, let me see where it is.
[CUSTOMER][NEUTRAL] It's the group is uh I cannot see them let me see um.
[CUSTOMER][NEUTRAL] My other car is kinda old.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Come here, try just a minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, can you, do you see where it says that's.
[CUSTOMER][NEUTRAL] Decently is it on the back of that card? Let me see. Wait, wait, wait, let me find it first while I tell her to read it to me.
[CUSTOMER][NEUTRAL] I think it's um.
[CUSTOMER][NEUTRAL] Let me show you one thing right here.
[CUSTOMER][NEUTRAL] You see a policy number on there?
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] P O L I C Y.
[CUSTOMER][NEUTRAL] No, oh yeah
[CUSTOMER][NEUTRAL] read it again.
[CUSTOMER][NEUTRAL] Well, say it one more time slowly, 33 numbers at a time, 4.
[CUSTOMER][NEUTRAL] Oh I see
[CUSTOMER][NEUTRAL] 4307 what?
[CUSTOMER][NEUTRAL] 46.
[AGENT][NEUTRAL] Mm. Thank you, Ms. [PII]. All right. And for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Birthday mailing address [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] just like it sounds and uh [PII] uh no email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So you want this to go out by regular mail?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I guess because um I can't I don't have a fax here or anything, but, but like I said, this is the 4th time I've called. It's been about I don't know what's happened. I just don't know what happened, but can you really see that it's get started today?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Um, it doesn't come out from our office. I it's, it's generated, so I can request it, but it's not, I, I, I don't do it manually where I can go ahead and just put it in the mail and just send it to you. It's just a request and I see that. OK. Yeah, I see that they have requested it before. I'm not sure what happened, but let me go ahead and request it again, OK? If you don't mind holding for me, I'm gonna go ahead and send this request right now before I let you go, OK? So I'm gonna put you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That that would be perfect.
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] Alright. Big red hole, yeah. You are on hold.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. OK, I went ahead and send that request over, um, and I make sure it went to the correct department, OK?
[CUSTOMER][NEUTRAL] No, and you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they go into the by hand to me soon, right?
[AGENT][NEUTRAL] Um, again, I just send it.
[CUSTOMER][NEUTRAL] I mean you're sending them out.
[AGENT][NEUTRAL] I send it to a system and that system will print it out and send it to you, correct.
[CUSTOMER][NEUTRAL] From your office.
[CUSTOMER][POSITIVE] OK, OK, thank you very much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Alright