AccountId: 011433970860
ContactId: 030a329c-b7fe-4913-8c29-527e3c8f3508
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130580 ms
Total Talk Time (AGENT): 42441 ms
Total Talk Time (CUSTOMER): 53900 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/030a329c-b7fe-4913-8c29-527e3c8f3508_20250530T19:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name's [PII], and I was really calling to make sure that the information.
[CUSTOMER][NEUTRAL] Or that you all received the information that I sent in regarding a claim on my mother, [PII].
[AGENT][POSITIVE] OK, well, I can definitely check in.
[CUSTOMER][NEUTRAL] And I have a
[CUSTOMER][NEUTRAL] Oh no, no, no, go ahead. I'm sorry.
[AGENT][NEUTRAL] No, it's OK. I was just gonna say I can check and see if the documents have been received for you.
[AGENT][NEUTRAL] And, um, Mr.
[CUSTOMER][NEUTRAL] OK, I have the, uh, policy number if you need that.
[AGENT][NEUTRAL] Yes, sir. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Let me make sure I, because I don't dial my number. I'm sorry [PII].
[AGENT][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the policy number?
[CUSTOMER][NEUTRAL] Policy number is 135.
[CUSTOMER][NEUTRAL] 916.
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So, yes, sir, I am showing the documents were received on [PII] and they are in line for processing.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I think that's, I think that's it. I'm, I'm hoping that I got everything in this time, so I will, um, well they will reach out to me if they need something else, correct?
[AGENT][POSITIVE] Yes, if anything is missing, you will receive it in writing, so we can um get it updated for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright thank you then that's everything.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Alright same to you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.