AccountId: 011433970860
ContactId: e49e7f9e-06e0-47d5-a4cc-33d6aa36c2a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195080 ms
Total Talk Time (AGENT): 80417 ms
Total Talk Time (CUSTOMER): 91901 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/e49e7f9e-06e0-47d5-a4cc-33d6aa36c2a0_20250319T13:41_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, uh [PII].
[AGENT][NEUTRAL] I beg your pardon?
[CUSTOMER][NEUTRAL] And my, uh, but hold on think I speak. Give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my name is uh [PII], and my account number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. And how can I help you today?
[CUSTOMER][NEUTRAL] Yes, uh, I want to know, uh, how much y'all pay for all my medical stuff like my cancer treatments.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] That I've been having.
[AGENT][NEUTRAL] OK, and Mr. [PII], do you mind verifying your information for me?
[CUSTOMER][NEUTRAL] Go ahead, ma'am. Uh, date of birth [PII], mailing address [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, zip code [PII] callback number [PII].
[AGENT][NEUTRAL] And your email.
[CUSTOMER][NEGATIVE] Uh, [PII] and stuck on [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, and you're needing to know what's covered, uh, or what we've paid out?
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well how much have y'all paid anything yet?
[AGENT][NEUTRAL] OK, I would need to get you with our claims department. Um, I don't have access to the claims um is there anything else I can help you with in customer service before I transfer you to claims?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, no, that's it, man. Thank you.
[AGENT][POSITIVE] Alright, well thank you for calling IPO. You have a wonderful day, Mr. [PII], and I and I'll connect you with clients.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Uh, good morning, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] My buddy, how you doing? Hey, wait a minute. Happy birthday.
[AGENT][POSITIVE] Well, thank you.
[CUSTOMER][NEUTRAL] I like I saw that and I've been meaning to.
[CUSTOMER][POSITIVE] Put happy birthday on your Facebook and I, oh wait, she's calling me. Happy birthday, [PII], my beach.
[AGENT][POSITIVE] Well, thank you.
[CUSTOMER][NEUTRAL] What you got?
[AGENT][NEUTRAL] I've got [PII] on the phone. He's wanting to.
[CUSTOMER][NEUTRAL] Oh [PII]. OK. Never mind, go ahead.
[AGENT][NEUTRAL] He's wanting to know uh if we paid any claims yet and how much it is and how much we're gonna pay.
[CUSTOMER][NEUTRAL] Right. OK. Well, what's his policy number? I can talk to him again today.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, it's 256-603-0.
[AGENT][NEUTRAL] And I verified all his information.
[CUSTOMER][NEUTRAL] I know you did.
[AGENT][NEUTRAL] I know and he, he, I, I said he must have called a bunch of times because when I asked if he could verify his information, he just started rattling off her birthday, address, phone callback number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, he knows the the scene.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Oh yeah. All right. Well, let me know when you're ready.
[CUSTOMER][POSITIVE] Alright, um, I am ready. Thank you. I appreciate it.
[AGENT][POSITIVE] All right, thank you, and here he is.
[CUSTOMER][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mr.