AccountId: 011433970860
ContactId: f3316be9-8b8a-4ca0-8cec-fe033db018f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288640 ms
Total Talk Time (AGENT): 163750 ms
Total Talk Time (CUSTOMER): 133666 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/f3316be9-8b8a-4ca0-8cec-fe033db018f0_20250106T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, what is y'all, what is your fax number? I, I have.
[AGENT][NEUTRAL] OK, to make sure I give you the correct fax number, may I have your name, please?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] Uh, [PII], the my insurance, I don't, [PII], I couldn't get into my information and I can't get the fax number cause I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's fine. Uh, what's your phone number just in case we get disconnected and call?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII] because everything is changed and y'all changed over. I wanna make sure y'all have the same fax number.
[AGENT][NEUTRAL] OK, let me have your policy number, please.
[CUSTOMER][NEGATIVE] I don't have policy number right now. It's not with me.
[AGENT][NEUTRAL] OK, I have to look it up. OK, we'll look it up.
[AGENT][NEUTRAL] May I have your social, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Verify your mailing address, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII], apartment number is [PII]. It was on my Gmail, but it, it disappeared while it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Well that's all right. It didn't, yeah, it didn't matter. I can put it up for you. I just need to ask you a few questions before and make sure I can get you the right information, verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] [PII]. Uh my address is [PII].
[AGENT][NEUTRAL] And your email address is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And you're trying to get our fax number to submit a claim, is that correct? OK, our fax number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, I'm trying to get it. I'm trying to get it back started because it got messed up some kind of way and uh I couldn't get in my portal.
[AGENT][NEUTRAL] OK. Now, the reason they're saying that you can't get in your portal most likely is because it's showing as of [PII], your policy is terminated. Do, do you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh yeah, I got it. That's what I'm doing right now trying to get it straightened out right.
[AGENT][NEUTRAL] No trying to get some, OK, you're not. OK. I'll fax, OK.
[CUSTOMER][NEGATIVE] And that's why I can't get.
[AGENT][NEUTRAL] OK, now you getting a fax number to the clients department, so you're trying to fax something to customer service or billing or where you trying to fax it to?
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Uh, uh, I'm trying to, uh, it's from [PII], uh.
[CUSTOMER][NEUTRAL] It's from [PII]. I hope they go to the right people. It's to [PII], um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now I don't think we have a question. OK, and is it on down at the bottom do it say billing? OK, so let me get you over to billing and they can give you the correct fax number because the fax number that I would give you would be our claims department. You got the claims department. So let me see, can I get someone in billing for you and they can tell you where you need to fax that to, OK? So.
[CUSTOMER][NEUTRAL] Uh, it's paperwork. So, well, it's for billing.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, you're welcome. I don't want you to fact in they'll put it like it's a, yeah.
[CUSTOMER][NEGATIVE] Yeah, so it cause they, they keep getting messed up and I don't want to lose my insurance.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so hold on one moment, don't hang up, OK? Let me get you some on billing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see billing, here we go.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, this is [PII] in the claims department. I have Miss [PII] on the phone, and she's trying to get someone in billing so she can get a correct fax number to send her information that she received some kind of correspondence from someone named [PII] in billing, and I was gonna give over to you all so y'all can give her the correct fax number for billing to send in her whatever she's trying to send in to billing.
[AGENT][NEUTRAL] Her policy number is 02425791. I verified her information. Her callback number is [PII]. Can you help her with that?
[CUSTOMER][NEUTRAL] Did you say her name was [PII]?
[AGENT][NEUTRAL] [PII], uh-huh.
[CUSTOMER][POSITIVE] [PII], OK, thank you so much. Yes ma'am, I can help her.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.