AccountId: 011433970860
ContactId: 0072d113-d23b-4a27-84fe-7fed1daed0ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116470 ms
Total Talk Time (AGENT): 37030 ms
Total Talk Time (CUSTOMER): 65022 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/0072d113-d23b-4a27-84fe-7fed1daed0ba_20250618T16:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] It's [PII]. I have a policy with you guys, and I have a question. Um, I had submitted a claim, but I'm looking at the date on here and it says it was only effective until [PII] of this year.
[AGENT][NEUTRAL] Can I have a policy number?
[CUSTOMER][NEUTRAL] Um, 230428-0.
[AGENT][NEUTRAL] And [PII], could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] and [PII].
[AGENT][NEUTRAL] And what is the email address that we have on file for you and that call back number?
[CUSTOMER][NEUTRAL] It's [PII] and [PII].
[AGENT][NEUTRAL] And how can I assist you today, [PII]?
[CUSTOMER][NEUTRAL] Um, well, I submitted a claim, um, just about a week or so ago, but I was looking at my policy and I just wonder if it's still, yeah, but I was worried about the effective date on here because I still have APL, but it's showing [PII]. I just wanna make sure.
[AGENT][NEUTRAL] You submitted the claims [PII].
[AGENT][NEUTRAL] The policy is currently active as of right now as I look in the system is active.
[CUSTOMER][NEUTRAL] OK, OK, good, and, and there's nothing else I need to do for that claim, correct?
[AGENT][NEUTRAL] I'm not sure we just received it. It was [PII] when it was received and it's it's it's currently in line and waiting to be processed. So if there's any additional information, then it'll be requested.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's all, but thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.