AccountId: 011433970860
ContactId: 06d046c8-3eb6-4f46-8c9e-965d22c06e8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93819 ms
Total Talk Time (AGENT): 31632 ms
Total Talk Time (CUSTOMER): 53558 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/06d046c8-3eb6-4f46-8c9e-965d22c06e8e_20241230T18:17_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][NEUTRAL] Doing well thank you. Alrighty, I've got an insured on the line um she said she submitted some claim information on uh [PII], and, uh, from what I'm seeing it shows the three pieces, uh, one shows a claim number but there's no information. The others just say 0 so I'm wondering if they're still processing or if they're just almost done, um, but there's no, yeah, it's uh 0246.
[AGENT][NEUTRAL] You gotta be
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 326 7.
[CUSTOMER][NEUTRAL] And it is for uh part one.
[AGENT][NEUTRAL] From [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Who created this me number?
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Well, I guess they just one let me see before I say this, [PII].
[AGENT][NEUTRAL] Oh, that's [PII]. So that means [PII], she's, [PII] is working on it.
[CUSTOMER][NEUTRAL] OK, so it's just almost done kinda like right now?
[AGENT][NEUTRAL] Well, she, well, just tell them that it's in the process of being, it's literally in process, in process now.
[CUSTOMER][POSITIVE] OK, that's what I thought. I don't think I've ever caught it in between before where it showed a claim number but nothing you know what I mean? so she was kind of curious about that too, but I'll let her know. Thank you so much for your help.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[AGENT][POSITIVE] You're welcome. Have a good one. Bye.
[CUSTOMER][POSITIVE] All right bye bye you too bye.