AccountId: 011433970860
ContactId: e4e34f6d-144e-4fc7-a104-1484efee1f9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 810489 ms
Total Talk Time (AGENT): 170581 ms
Total Talk Time (CUSTOMER): 120188 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/e4e34f6d-144e-4fc7-a104-1484efee1f9b_20250407T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hey [PII], I missed a call back from this company. I called and the representative was going to call me back from claims because I um filed a claim over a week ago. I put in the necessary forms because they said they need more documentation. And this morning when I went to go check on the current status, they removed all the documents.
[CUSTOMER][NEGATIVE] And somebody was supposed to call me back and explain why those documents were removed and what had happened.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. Um.
[AGENT][NEUTRAL] So let me transfer you over to the claims department.
[AGENT][POSITIVE] Really quick, OK.
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][POSITIVE] OK, you're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, thanks for holding. So I just want to check one thing. Do you have the policy number by chance?
[CUSTOMER][NEUTRAL] And I give you my social security number. Oh, I have the.
[CUSTOMER][NEUTRAL] Yes, I do have my policy number. It is 252.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 861 9
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And then, what is your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And then just the mailing address and email.
[CUSTOMER][NEUTRAL] Um, the [PII] and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like [PII] is researching this and she said that she will give you a call back as soon as she's done.
[CUSTOMER][NEGATIVE] OK, it's the problem is that when she's calling back I'm in class and I can't call her back and so like I'm getting numbers on my phone that I'm calling you guys back and we're playing phone tag. So, um, I, I, I told them to please put an email to her to say ask her if she could please um either send me a text or send me send me an email because otherwise we're playing phone tag.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh right, OK.
[AGENT][NEUTRAL] OK, just a second. Um, let me get over to her. OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome.
[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][NEUTRAL] OK, thanks for holding. OK, so.
[AGENT][NEUTRAL] I'm going to just transfer you to claim support um.
[AGENT][POSITIVE] And then they'll speak to you. I'm sorry about that.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Itsferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, yes, this is [PII] with the care team. I have an insured on hold. Um, I can give you her policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 252-861-9.
[AGENT][NEUTRAL] And it's for [PII], and she said that she called earlier um because she uploaded some claims on the portal a week ago and then she went back into the portal this morning to check and she said that all the documents disappeared and uh she spoke to [PII] in claims this morning.
[AGENT][NEUTRAL] And [PII] said that she'd call her back once she did some research. Well, I guess [PII] is um in class today and she said that they're basically playing playing phone tag, so she wants like an email address or a phone number she can call back.
[AGENT][NEUTRAL] When she gets out of class.
[CUSTOMER][NEUTRAL] OK. Yes, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so she's saying she just wants an email or a phone number?
[AGENT][NEUTRAL] Yeah, yeah, she just wants an email where you guys can go back and forth or or somebody to text her. I know you guys don't really text but um an email would be best.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah, so with the email we use is that care team email or the.
[CUSTOMER][NEUTRAL] I believe it's just the main phone number um as well.
[AGENT][NEUTRAL] OK. OK. Can you please
[CUSTOMER][NEUTRAL] It's what we would give it out. We don't really have a claims number. I'm sorry.
[AGENT][NEUTRAL] OK, can you please take this call? She, um, I told her I was gonna transfer her over.
[AGENT][NEUTRAL] Is that OK?
[CUSTOMER][NEUTRAL] Sure, do you have the callback number?
[AGENT][NEUTRAL] Uh, no, can I just transfer her over to you? Is that OK?
[CUSTOMER][NEUTRAL] Sure, I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name's [PII] from the care team.
[CUSTOMER][POSITIVE] OK, sure, [PII], thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you for holding, this is [PII].
[AGENT][NEGATIVE] Sorry, just one second. I'm new, so I'm trying to like, I don't see where it says join on here anymore. It like went away.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Um, that may be because she may have hung up.
[CUSTOMER][NEUTRAL] If it if it no longer shows where you're able to transfer.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Did you, did you get a callback number for her?
[AGENT][NEUTRAL] 00, sorry, um, I guess if I hang up it'll just join.
[AGENT][NEUTRAL] OK, never mind. She'll be there in just a second.
[CUSTOMER][NEUTRAL] OK.