AccountId: 011433970860
ContactId: 024e837a-9e09-4b9a-bfda-d9c4f02858fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300369 ms
Total Talk Time (AGENT): 104978 ms
Total Talk Time (CUSTOMER): 147118 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/024e837a-9e09-4b9a-bfda-d9c4f02858fb_20250127T18:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII], and I spoke with [PII], uh, I think she's the claims supervisor. And I was trying to get in touch with her. I was trying to see if she was in because I was supposed to call her back this morning, uh, to let her know if I received my claim, and I did not yet.
[CUSTOMER][NEUTRAL] And uh we had always, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, Ms. [PII], can I get your um callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, uh, let me just a second, let me reach.
[CUSTOMER][NEUTRAL] I had memorize it, uh.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It is 792803.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then I'm also going to need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] and what else did I need to?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] OK, uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then um the phone number that you gave me to call you back on just in case we're disconnected is that um your cell phone number?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes, it is, mhm.
[AGENT][POSITIVE] OK, thank you so much I appreciate you verifying your information.
[CUSTOMER][POSITIVE] OK, you're welcome. Thank you.
[AGENT][NEUTRAL] I do see that
[AGENT][NEUTRAL] I do see that [PII]'s not available at the moment, but what I can do is send her an email and let her know that you called and that she needs to return your call.
[CUSTOMER][NEUTRAL] OK, because they were supposed to put a stop on the check because they were thinking I might receive it Friday and Saturday. The claim, it hadn't come in yet. And so she had already worked out with the fin finance company and they were supposed to get it out overnight tonight. So I was just trying to let her know that I did not receive anything uh Friday no Saturday, and they need to go ahead with it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK alright I'll make sure I put that in the email for her um Miss [PII] that way she knows that you returned her calling and you have not received your check yet for the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's true.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, so she had a plan. I just.
[AGENT][POSITIVE] I'll make sure I get it taken care of. Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK. Yeah, I, I was just saying she uh they had uh other plan if I didn't get it to, to ship ship it, I mean, to send it overnight because I waited so long. And so I did not receive anything as of yet. Uh, and so I was just letting her know because I checked. I want to know if I did, what should I do? And if I didn't, what should I do?
[CUSTOMER][NEGATIVE] So I, I told her I was gonna call her back and let her know I didn't receive anything uh Saturday or Saturday.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And so they can go ahead and over the number. Yes sir. OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so I'm gonna make sure that um she calls you back that way you can get all your questions answered and know exactly what you need to have done, OK?
[CUSTOMER][POSITIVE] Right, uh-huh, that's good, uh-huh.
[CUSTOMER][NEUTRAL] Mhm, I left her a message, but messages are kinda, you know, so I would, I was telling her to call me back. I I I would appreciate if she would call me back when she gets a chance. OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome, Ms. [PII]. I hope you have a blessed rest of your day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And, and thank you too, and thank you for your kindness.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Thank you so much for being an APL customer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Have a good day.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Too. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh