AccountId: 011433970860
ContactId: f37407cb-c730-4859-8166-b7cd2becd1a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246660 ms
Total Talk Time (AGENT): 146119 ms
Total Talk Time (CUSTOMER): 65688 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/f37407cb-c730-4859-8166-b7cd2becd1a5_20250114T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am. I have some questions about filing a claim that I just wanted to see if I could get some help with.
[AGENT][NEUTRAL] OK, sir, I can help you with that. Can you provide me with your policy number please?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 0255.
[CUSTOMER][NEUTRAL] 1386
[AGENT][NEUTRAL] Thank you. Give me just a moment. Let me pull your information up.
[AGENT][NEUTRAL] And what you and I will actually do is a quick verification and then I can place you through to our claims benefits department and they can better assist you with that claim. So may I have your name please, sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And Mr. [PII], may we start by verifying your date of birth and then your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's gonna be uh [PII].
[AGENT][NEUTRAL] Thank you and let's see the last bit of information may we verify your phone number and then your email address?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, my phone number is, I think they have uh [PII].
[AGENT][NEUTRAL] Yes, sir. Is that correct?
[CUSTOMER][NEUTRAL] Well, that's my work office number.
[AGENT][NEUTRAL] OK, I see we also have your cell phone number and it looks like it's the same number you're calling from. Do you want both numbers left on there?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we can do that and your email address please sir?
[CUSTOMER][NEUTRAL] It's [PII] my [PII] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. Everything looks good. OK, so Mr. [PII], so what you have with us, and I see you have the hospital indemnity. Is that the policy you're calling on today, sir?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] You're OK, wonderful. So what I will do is place you through to our benefits department before I do, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, no, not that I can think of.
[AGENT][POSITIVE] OK, thank you and thank you for calling APL so you have a wonderful day. Give me just a moment while I provide them with, thank you. Give me just a moment I'll provide them with your information.
[CUSTOMER][POSITIVE] You too, thank you.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm fine, thank you, ma'am. Miss [PII], I have policy number 2551386.
[CUSTOMER][NEUTRAL] OK, what's going on?
[AGENT][NEUTRAL] For, for [PII], he just needs some assistance with um a claim, getting a claim filed, something like that.
[AGENT][NEUTRAL] But I did verify his information. um, I can give you his callback number which is the same as the cell phone number in the system so I can give that to you.
[CUSTOMER][NEUTRAL] OK, what is that?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK, so you said he needs assistance doing what now?
[AGENT][NEUTRAL] Claims with his claims.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Filing a claim?
[AGENT][POSITIVE] I believe so, yes.
[CUSTOMER][NEUTRAL] OK, you can send it through.
[AGENT][NEUTRAL] I'm sorry. I think that's what he said, honey. I know he said claims and so, but I do apologize.
[CUSTOMER][NEUTRAL] OK, yeah, that's fine.
[AGENT][POSITIVE] Right, thank, thank you, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thank you. Bye