AccountId: 011433970860
ContactId: 0b8ee38c-1679-4ddc-8f44-f774a8e5384e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120290 ms
Total Talk Time (AGENT): 53438 ms
Total Talk Time (CUSTOMER): 79238 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/0b8ee38c-1679-4ddc-8f44-f774a8e5384e_20250516T13:17_UTC.wav
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[CUSTOMER][NEUTRAL] Hi, good morning, um, I was calling to find out if all my documentation had been received because I had to upload the files, but I wasn't for sure of all the files.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Of all the documents were actually uploaded because I did them all at one time so I was just calling to verify it.
[AGENT][NEUTRAL] Yeah, we can double check on a claim. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's uh 02527615.
[AGENT][POSITIVE] Thank you so much. Give me just a moment here. Let me pull this up.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And if I could verify, please, your first, last name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then lastly, I just need to verify your physical address, please.
[CUSTOMER][NEUTRAL] It's only.
[CUSTOMER][POSITIVE] Hey, good morning [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you so much. Let me look. I do see a recent upload so it looks like we did receive something.
[AGENT][NEUTRAL] Um, let me see if it's gonna show me the upload here one moment.
[CUSTOMER][NEUTRAL] What are some
[CUSTOMER][NEUTRAL] It was like maybe 350s that I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like my email.
[AGENT][NEUTRAL] Yeah, no, it looks like we got all the pages.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You did.
[AGENT][NEUTRAL] Yeah, yeah, no claim numbers, yeah, no, no claims been like a number's been assigned to it. It's just in progress, but yeah, we did get all the pages it looks like.
[CUSTOMER][POSITIVE] OK. Awesome.
[CUSTOMER][POSITIVE] Awesome. OK, thank you so much for verifying that information. Have a great weekend.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] You too, bye bye.