AccountId: 011433970860
ContactId: e290b149-66f9-4dfc-a34e-b14f02e58214
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166110 ms
Total Talk Time (AGENT): 70859 ms
Total Talk Time (CUSTOMER): 82341 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e290b149-66f9-4dfc-a34e-b14f02e58214_20250515T20:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], yes, my name is [PII]. Um, I don't think I just talked to you, but I had a question about a claim.
[AGENT][POSITIVE] OK, I'm not sure, but I'll be more than happy to help you.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] And um may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, contact number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 1836605.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] And date of birth is [PII]. Mailing address is [PII], and email address is [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying. All the information provided is a verification of benefits, not a guarantee of payment. Um, so this is in reference to your daughter's claim. I see the notes here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, it wasn't me, but I just didn't know.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK, no, no, good, no, cause, um, like if you have been been scheduled with me, like my students have been scheduling me, and so I just wanted to make sure, uh, it kept going out but it didn't give me a confirmation number but it didn't say like oops, so the, the information that I needed to have that claim like reprocessed, I just want to see if like it popped up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, oh, wait, let me look for your daughter. Um, we might be able to
[CUSTOMER][NEUTRAL] Or the tour that we got to see.
[CUSTOMER][NEUTRAL] Yeah, Avaro.
[AGENT][NEUTRAL] No, it's here. Hold on. So we received, it looks like two entries. Um, I can confirm the confirmation numbers here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It, it never popped up, but it was two things that I sent because it wouldn't let me send the um it wouldn't let me I'm sounding like my cousins now. It would not let me send the
[AGENT][NEUTRAL] Oh, it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The styles together.
[AGENT][NEUTRAL] OK. Oh, I can give you the confirmation number, but yes, um, we did receive it, but did you need it for your records or anything? OK.
[CUSTOMER][NEUTRAL] Oh, so that's why I had to do 22 separate ones.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Nope, I just wanna make sure you got them.
[AGENT][NEUTRAL] All right, well, yes, they are here and they are in line for processing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sounds good. Thank you much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Alright, well, thanks for calling [PII]. I hope you have a good evening.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mhm.