AccountId: 011433970860
ContactId: e0228ca8-5218-4b86-963a-bab1b46c3070
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131080 ms
Total Talk Time (AGENT): 60449 ms
Total Talk Time (CUSTOMER): 70901 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/e0228ca8-5218-4b86-963a-bab1b46c3070_20250130T18:58_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm calling for um my boss. He, we submitted a claim, um, I wanna say about 3 weeks ago or more.
[CUSTOMER][NEUTRAL] Um, can I give you his social or what do you need so that you can look up on that, please?
[AGENT][NEUTRAL] Do you have the policy number and
[CUSTOMER][NEUTRAL] Um, let's see if I have not for APL.
[AGENT][NEUTRAL] What is his social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] That is correct. [PII].
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What is this member's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is there permission for APL to speak with you in regards to this policy?
[CUSTOMER][NEUTRAL] Yes, yes, because I spoke to somebody before and she told me to send the claim to [PII].
[AGENT][NEUTRAL] We spoke to someone on the [PII].
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] So it says in the notes that [PII] insured assistant called wanting to file a claim for him, told her I could not give her any personal information on his policy. He would have to give us permission to talk to her, give her general information.
[CUSTOMER][NEUTRAL] Yeah, I'm [PII].
[AGENT][NEUTRAL] Gave her general information and address.
[CUSTOMER][NEUTRAL] No, I sent, yeah, I don't, I don't need information on his policy. I just need to know if the claim was received and if you can mail something out.
[AGENT][NEUTRAL] You see that's the, that's the thing that's not general that's not general information that's claim information so he would have to give us a call. All he had to do is just give us a call and give us permission to speak with you on his behalf and once he does that, then every time you call we'll be able to assist you with whatever is going on with him.
[CUSTOMER][NEUTRAL] If you, if you have a decision or something.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[CUSTOMER][POSITIVE] OK, no, no worries.
[CUSTOMER][POSITIVE] Awesome. Don't worry about it. I'll, I'll let him know. Don't worry. OK, thank you.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all. You've been very helpful. Thank you.
[AGENT][POSITIVE] Thanks for calling APO have a