AccountId: 011433970860
ContactId: fdfc1ff6-d6bb-4370-88fa-3603a2323ec7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482959 ms
Total Talk Time (AGENT): 59288 ms
Total Talk Time (CUSTOMER): 95543 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/fdfc1ff6-d6bb-4370-88fa-3603a2323ec7_20250417T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], could you please transfer me to [PII]? Uh, she's expecting a call from me to verify some information.
[AGENT][NEUTRAL] OK, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And [PII], do you have her last name? I've got a couple of different [PII].
[CUSTOMER][NEUTRAL] Yes, uh, no, no, I do not, uh, she told me that just by [PII] she would be able to.
[AGENT][NEUTRAL] Um, is it about claims or?
[CUSTOMER][NEUTRAL] It is, um, about I believe she, she might be in the examiner. She was reviewing one of my clients.
[AGENT][NEUTRAL] Yeah, it looks like we've got 3 different [PII]. Let me look up, do you mind if I look up your policy number and I can see what notes are in there and that can help me find out which one.
[CUSTOMER][POSITIVE] Uh, sure, yeah, no worries.
[AGENT][NEUTRAL] Uh, what's your policy number?
[CUSTOMER][NEUTRAL] I have the number here. Give me a second just
[CUSTOMER][NEUTRAL] The policy number is um oh no this is an old one.
[CUSTOMER][NEUTRAL] Cause I have different policy numbers. If I give you a more recent policy number, would you be able to find it with that?
[AGENT][NEUTRAL] Yeah, I should, um, what's that?
[CUSTOMER][NEUTRAL] OK, so one of them was 02525930.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] What type of claim was it regarding?
[CUSTOMER][NEUTRAL] It was uh the claim, um.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Anything on that one. Let me check this other policy real quick.
[CUSTOMER][NEUTRAL] Oh yeah, the, I have the policy number here. I'm sorry. It is 01220189.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] Was the claim for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then you said she was expecting a call, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, um, give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], it looks like um she's unavailable. Do you mind if I send her a message and then she can call you back as soon as she's available?
[CUSTOMER][NEUTRAL] Well, I am in the call right now but uh with CVS so um I'll just wait for her to become available.
[AGENT][NEUTRAL] OK, let me, uh, message her real quick. Hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, yeah, I'm getting you, getting her on the line. Hold on one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you. Mhm.
[CUSTOMER][NEUTRAL] How can I help you?
[CUSTOMER][POSITIVE] Good afternoon.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], I've got uh [PII] on the line for you.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, thank you. I still have his policy number up.
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling AP [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have give me a call and I'll merge the call.