AccountId: 011433970860
ContactId: 06761665-d0e4-4897-a6ff-67a2b4bb736c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307089 ms
Total Talk Time (AGENT): 38571 ms
Total Talk Time (CUSTOMER): 143464 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/06761665-d0e4-4897-a6ff-67a2b4bb736c_20250513T19:33_UTC.wav
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[CUSTOMER][NEUTRAL] up to 40%.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII], and I was calling on a policy. Um, do you need that number?
[AGENT][NEUTRAL] Uh, yes, please.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh, I'll see that and then I don't have it available for me.
[CUSTOMER][NEUTRAL] It is 1536509.
[CUSTOMER][POSITIVE] Grand.
[AGENT][NEUTRAL] OK, could I get your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the address that's on the account?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And city and state?
[CUSTOMER][NEUTRAL] Uh, you call, [PII].
[AGENT][POSITIVE] OK, thank you. And how can I help you today?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm. Uh, I have some questions. I was looking online and it doesn't allow me to go back to look at previous claims filed, and I was needing to file some claims, but I wanted to verify that I haven't already filed them. Is there a way for me to get dates or?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yeah, is it for yourself?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, it's actually for my kids and my husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what date was it for your husband?
[CUSTOMER][NEUTRAL] Uh, for him it was [PII].
[AGENT][NEUTRAL] Um, I don't show anything on file for that date.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Uh, I don't have anything for that day.
[CUSTOMER][NEUTRAL] OK. Is, is it if we could go back and file as long as we cover time, is that right?
[AGENT][POSITIVE] Yes, there's no timely filing limits you can file anytime, yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I wasn't aware of that until the other day, so I just want to double check. And then on [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Alright, sure.
[CUSTOMER][POSITIVE] Uh, and I figured that would be the fastest way to details which would be great.
[CUSTOMER][NEUTRAL] For for.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, so [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I don't have anything for that date.
[CUSTOMER][NEUTRAL] OK. And uh we'll go to [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] So we're.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and sorry, what was that date again?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh, what was the date again on that?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Uh, I don't have anything for that date.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh then we'll go on to or Chase.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I don't have anything for that date.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] You gorgeous.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I'm in love with
[CUSTOMER][NEGATIVE] You are on hold. Oh.
[CUSTOMER][NEUTRAL] Maybe we haven't
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] You can
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] to.