AccountId: 011433970860
ContactId: f86ffb39-b958-4df9-98b4-213ed6838914
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289579 ms
Total Talk Time (AGENT): 87201 ms
Total Talk Time (CUSTOMER): 93291 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/f86ffb39-b958-4df9-98b4-213ed6838914_20250311T18:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I was calling um because I have questions about filing a claim.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you file a claim. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Would it be the member number ID?
[CUSTOMER][NEUTRAL] Or is it
[AGENT][POSITIVE] Yes, let's try that one.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um 01.
[CUSTOMER][NEGATIVE] Oh my God, I can't see.
[CUSTOMER][NEUTRAL] Hold on, let me turn my flashlight on. I'm sorry. Old age time.
[AGENT][POSITIVE] It's OK, take your time.
[AGENT][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 01691336
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you hear me OK?
[AGENT][POSITIVE] Thank you and the.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, because it's kind of breaking up a little bit on on you.
[AGENT][NEUTRAL] OK, and I'm gonna need.
[AGENT][NEUTRAL] Oh, I'm sorry. Um,
[AGENT][NEUTRAL] I'll need you to verify your policy, so can you give me your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my address?
[CUSTOMER][NEUTRAL] Did you say address?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying your policy for me. So in order to get uh help with a claim.
[AGENT][NEUTRAL] I need to transfer you over to Web TPA.
[AGENT][NEUTRAL] Are you where you can write the number down in case the call is disconnected along the way?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a pen and paper handy?
[CUSTOMER][NEUTRAL] I have paper but I sure don't have a pen.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, just, um, just hold on, I'm just gonna act like I'm gonna add a call and.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, it's gonna be a, mhm.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] Oh, OK, I was just double checking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold. I'm gonna transfer you on over there so that you can help us get help with filing a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for calling APL. Have a wonderful day.
[CUSTOMER][POSITIVE] You you too.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator.