AccountId: 011433970860
ContactId: 03a3e20f-85c1-4c08-a164-fae4668d43fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202729 ms
Total Talk Time (AGENT): 109038 ms
Total Talk Time (CUSTOMER): 66654 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/03a3e20f-85c1-4c08-a164-fae4668d43fa_20250115T15:27_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] [PII], this is just on the why. I was trying to see um.
[CUSTOMER][NEUTRAL] We say my claim may get processed.
[AGENT][NEUTRAL] Yeah, I can take a look at that for you Miss [PII]. Do you have that policy number handy?
[CUSTOMER][NEUTRAL] Yes, ma'am. 2000335.
[AGENT][NEUTRAL] Perfect, give me a moment to look that up for you and while I'm pulling up that policy, do you mind if I also get a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect and.
[AGENT][NEUTRAL] You said 200335. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And are you calling on yourself or behalf of someone else today? I'm sorry.
[CUSTOMER][NEUTRAL] I'm on my cell phone.
[AGENT][POSITIVE] No, I'm so sorry. Are you calling for yourself or for somebody else?
[CUSTOMER][POSITIVE] Yes, for myself. Yes, ma'am. For myself.
[AGENT][NEUTRAL] Oh, OK. I'm so sorry. I just don't have anyone with the name [PII] under that policy number, um.
[CUSTOMER][NEUTRAL] Well, it's put the 0 at the front. Put the 0 at the front. It's 02000335.
[AGENT][NEUTRAL] OK, I think I was missing a 0 in the middle. I only had 2 of them instead of 3. Perfect. OK, I do see it right here, Ms. [PII]. Thank you so much. I'm sorry about that. And would you be able to verify for me your date of birth?
[CUSTOMER][NEUTRAL] It's a serious thing.
[CUSTOMER][NEUTRAL] Oh it's [PII], yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect and.
[AGENT][NEUTRAL] Could you also verify for me, please, your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you thank you I appreciate that and the last thing is just that email address on file if you can please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Alright, and I do see that we received your claim on the [PII]. I'm showing that it's in Q2B process, but it has not been processed yet.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Sorry, is there, I wish I had better news or different news for you. Um, is there anything else I can do for you, my friend?
[CUSTOMER][NEUTRAL] Mm, OK, OK, yeah, you should be you at least get the.
[CUSTOMER][NEUTRAL] So I was so used to being here about the [PII]. OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry about that. Do you have, um, do you have access to like our online service center and you can get like text updates when your claims finished processing.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] OK, well, my text should be there. I got, I got the thing where the online where like I go in and upload my files and stuff and they say receipt and all that. Yes, ma'am.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Perfect. I don't know if you do have that option on but you can turn on an option to get text updates on your claims process so that way you can have like a little um like alert that comes through to you letting you know.
[CUSTOMER][NEUTRAL] OK, cause I done it on my, I got it on my tablet, so.
[AGENT][POSITIVE] Oh, OK, yeah, you might take a look at that setting if it's something you're interested in, but you're always welcome to call us. We're here all the time. We like to have jobs, so don't, don't hesitate to call if you need something.
[CUSTOMER][POSITIVE] I know that's right. OK, thank you.
[AGENT][POSITIVE] Hey my pleasure man thank you and you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.