AccountId: 011433970860
ContactId: ef6bcf36-3f58-4d16-bd37-03d25b41a3de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274630 ms
Total Talk Time (AGENT): 115200 ms
Total Talk Time (CUSTOMER): 83323 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/ef6bcf36-3f58-4d16-bd37-03d25b41a3de_20250514T19:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, I have a question. I'm, uh, needing to submit a wellness claim and, um, I don't have a fax machine. It's not working here at my school. Is there an email I can scan it to?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I'm so sorry, we don't take planes by email.
[CUSTOMER][NEUTRAL] What other ways do y'all accept claims?
[AGENT][NEUTRAL] OK, uh, let me have your information. Let me look at the product you have, OK, so I can give you better information. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have a um callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, uh, I'll give you my cell. It's uh [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number if you have it?
[CUSTOMER][NEUTRAL] Um, I don't, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, I don't have it in front of you in front of me. Can I give you my social or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yeah, bear with me just.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Bear with me just a second, let me pull another system where I can use that, OK? I don't want to just write it down.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm. I'm ready.
[CUSTOMER][NEUTRAL] OK 467-734-271.
[AGENT][NEUTRAL] OK, there we go.
[AGENT][NEUTRAL] OK, and may I have um your date of birth, mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, my address is [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Email?
[CUSTOMER][NEUTRAL] Uh, what else did you want?
[AGENT][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you Miss [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so you don't have an active policy with us right now? Are you're trying to submit claims for an old claim?
[CUSTOMER][NEGATIVE] Um, I should have an active policy. I've been paying on a cancer policy.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] For a long time.
[AGENT][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] Um, OK, uh, let me see if I have, I missed another policy. The one I found was Terminator. Let me just go ahead and do the search one more time. [PII].
[CUSTOMER][NEUTRAL] It was terminated when
[AGENT][NEUTRAL] OK, let me, let me go here and do another search, OK? One moment.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let's try this one more time.
[AGENT][NEUTRAL] That's the one that's the one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Let me check the group and see if it's still with us.
[AGENT][NEUTRAL] OK, so coastalban employee benefits is not with us any longer.
[CUSTOMER][NEUTRAL] OK, so I'm looking at my check stub and it's C H U B B.
[AGENT][NEUTRAL] Oh yeah, that, yeah, that's not us. It's a different, yes, it's a different company. Mhm, yes.
[CUSTOMER][NEUTRAL] That's a totally that's different from you guys now, right?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, OK, then I will have to see where I have to call now thank you so much for your time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. You're welcome, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that would be it.
[AGENT][POSITIVE] OK, you have a good afternoon. Thank you for calling APA. You're welcome bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye bye.
[AGENT][NEUTRAL] Yeah.