AccountId: 011433970860
ContactId: e5380a8b-da4c-4002-a89d-fdba09f7b33b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230839 ms
Total Talk Time (AGENT): 50863 ms
Total Talk Time (CUSTOMER): 45276 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/e5380a8b-da4c-4002-a89d-fdba09f7b33b_20250602T16:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I needed to find out. I need to file a claim, um.
[CUSTOMER][NEUTRAL] Can you give me the address to mail the claim?
[AGENT][NEUTRAL] Of course let me know when you're ready for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Hang on. Hold on, hold on just a sec.
[AGENT][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] [PII]. OK, and the zip code?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, can you repeat it one more time? [PII].
[AGENT][NEUTRAL] Uh, the zip code, oh yeah, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right and also on my um.
[CUSTOMER][NEUTRAL] Insurance policy that I have through y'all, do we have um emergency room visits?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I can definitely get that pulled up and take a look, um.
[AGENT][NEUTRAL] We're just wanting to make sure that you have a covered benefit for uh emergency room.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, we can go ahead and get that policy pulled up. Um, what was your name, please? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] But the policy is probably under my husband, which is [PII].
[CUSTOMER][NEUTRAL] Do you need the policy number?
[CUSTOMER][NEUTRAL] Hello?