AccountId: 011433970860
ContactId: ec29d03b-8a96-426b-a862-2e0e7f332178
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149520 ms
Total Talk Time (AGENT): 45397 ms
Total Talk Time (CUSTOMER): 114666 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/ec29d03b-8a96-426b-a862-2e0e7f332178_20250515T21:10_UTC.wav
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[CUSTOMER][POSITIVE] His acceptance was guaranteed.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], I am trying to get a claim over to you all, but when I go online and try to put the, uh, documentation in and submit it to the [PII], it's not accessing it that way. I'm not able to do it, so I, um, to keep, so I won't keep on prolonging this. I, I need to get an address to send my claim to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] OK, well, I could definitely help you with the mail um claims mailing address. May I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] But I thought I would be.
[CUSTOMER][NEUTRAL] Sure, [PII], phone number [PII]. I'm sorry, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] Uh-huh. Policy number is going to be, oh hold on um 02607841 OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, uh, date of birth [PII]. Mailing address [PII]. And what other information did you have? Email address it's my first name, last name, [PII].
[AGENT][NEUTRAL] Your email address? Yes, ma'am.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and our mailing address is [PII].
[CUSTOMER][NEUTRAL] there.
[CUSTOMER][NEUTRAL] Hold on, hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh, 248.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the zip code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, I gotta grab this other line to the doctor's office. Uh, thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Bye-bye.