AccountId: 011433970860
ContactId: fffdc4b1-a7af-4341-a63d-cbdbf1fa46ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157330 ms
Total Talk Time (AGENT): 46277 ms
Total Talk Time (CUSTOMER): 69101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/fffdc4b1-a7af-4341-a63d-cbdbf1fa46ae_20250327T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I was following up on a claim to see if you all had gotten it, and yesterday I was told no. I talked to the provider and they said it was sent to the PO box on the [PII]. Can we recheck it?
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] Sure, um, what was your name?
[CUSTOMER][NEUTRAL] [PII], I'm with the agent's office.
[AGENT][NEUTRAL] OK, you have the policy number?
[CUSTOMER][NEUTRAL] 02511991
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Do you have her, uh, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And which agent is that?
[CUSTOMER][NEUTRAL] Lakes Consulting [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can I get your number callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see what's going on here.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um, this policy number looks like it turned 10-124. Was it for a date of service prior to that?
[CUSTOMER][NEUTRAL] Uh, no, 8624.
[CUSTOMER][NEUTRAL] Yeah, she went on Medicare.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, I don't have anything on file. Let me check another place.
[CUSTOMER][NEUTRAL] That's what I told your girl, your people tell me it wasn't there yesterday, but the, the agency is telling me it was sent. We confirmed the PO box. What is it in [PII].
[CUSTOMER][NEUTRAL] Um, she said she sent it via mail, obviously to the PO box on the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't have anything yet. Is there a way that she could fax it?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, because she, she couldn't do, I don't know about fat.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Why not? She said that she couldn't email. Let me have a good fax number.
[AGENT][NEUTRAL] OK, yeah, because email is not valid, but let's try the fax it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, let me get with her and see if she'll do that for me. I appreciate it. Thanks, [PII].
[AGENT][POSITIVE] Alright, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.