AccountId: 011433970860
ContactId: 0cb24dff-83eb-4710-8eb3-10b7052955af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152990 ms
Total Talk Time (AGENT): 60530 ms
Total Talk Time (CUSTOMER): 62507 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0cb24dff-83eb-4710-8eb3-10b7052955af_20250210T13:22_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I want to check on the status of my claim, please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. A callback number can be [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. now I need your policy number, please.
[CUSTOMER][NEUTRAL] The policy number is 1,070,980.
[AGENT][NEUTRAL] And please verify your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] My first name is [PII]. My last name is [PII]
[CUSTOMER][NEUTRAL] I'm sorry, date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Now, please verify your mailing address. Excuse me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and now I need the date of service and bill charges on the claim you're calling about?
[CUSTOMER][NEUTRAL] The data services for my son [PII], it's [PII].
[CUSTOMER][NEUTRAL] And the billing amount is $91.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII] and it processed and paid out um on [PII], it paid.
[CUSTOMER][NEUTRAL] You mean [PII]?
[AGENT][NEUTRAL] I'm sorry, yeah, [PII]. I'm sorry. [PII], it paid out for $25.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and it's mailed to me, right?
[AGENT][POSITIVE] Yes, ma'am. That'd be mailed to you.
[CUSTOMER][POSITIVE] OK, hold on, let me write the information down, thank you so much.
[AGENT][POSITIVE] OK. No problem.
[CUSTOMER][NEUTRAL] So it's, it was processed on [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, so today, today is the [PII]. OK.
[CUSTOMER][NEUTRAL] Alright, for $25 OK. All right, so you basically, it went, it went through already. You don't need anything from me.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] That's correct. It already went through and paid out.
[CUSTOMER][POSITIVE] The [PII]. OK, thank you so much for the update.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, I'm good thank you.
[AGENT][POSITIVE] Mhm. I thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Alright thank you bye bye.