AccountId: 011433970860
ContactId: f7a53940-fedc-42b0-bb29-fe48ebb64dc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235919 ms
Total Talk Time (AGENT): 74398 ms
Total Talk Time (CUSTOMER): 51965 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f7a53940-fedc-42b0-bb29-fe48ebb64dc7_20250319T19:57_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] Hi, my name is [PII]. I was wondering if you could, uh, look to see what years I have not filed on to get my.
[CUSTOMER][NEUTRAL] Um, wellness check or whatever it is I get, I'm sorry, I forgot.
[AGENT][POSITIVE] OK, sure. I can assist you with wellness history. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and do you have the policy number?
[CUSTOMER][NEUTRAL] Yes I do uh 591-976.
[AGENT][NEUTRAL] OK, thank you. And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]. Email is [PII].
[AGENT][POSITIVE] Perfect. Thank you. OK, let me go and check the history. One moment.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] and this year, OK. So, um, basically, um, the ones that I did not find since you started with the policy which was [PII], um, I see that we have not received one for [PII], [PII].
[AGENT][NEUTRAL] [PII], [PII], [PII], or [PII]?
[CUSTOMER][NEGATIVE] OK, and if I can't get those for [PII] and [PII], I'm just, I'm out of luck, is that right?
[AGENT][NEUTRAL] We're gonna need the information of the doctor and um who's seeing you and, and they will have to verify that with us.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, um, OK, thank you very much, I appreciate your help, and can you tell me how?
[AGENT][NEUTRAL] You're welcome. Is there go ahead.
[CUSTOMER][NEUTRAL] What do y'all pay for each claim? I forgot.
[AGENT][NEUTRAL] Um, I think it's $75. Let me double check just to make sure.
[CUSTOMER][POSITIVE] OK, that's all right.
[AGENT][NEUTRAL] OK, yeah, 70.
[CUSTOMER][POSITIVE] OK, I appreciate your help. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss?
[CUSTOMER][POSITIVE] That's it I think. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATR. Have a good afternoon. You too. Bye-bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Have a good day you too bye bye.