AccountId: 011433970860
ContactId: 0cec2480-e169-4908-a5b3-00b587470f58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183279 ms
Total Talk Time (AGENT): 52796 ms
Total Talk Time (CUSTOMER): 96154 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0cec2480-e169-4908-a5b3-00b587470f58_20250204T21:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to check on the status of my claim.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I have my one from last year which last year I had a $3000 gap policy. This year I have a $5000 because we switched, um, we had to pick new insurance plans, um, but they said as of right now it would be the same number, so it is 246-1873.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment, please.
[CUSTOMER][NEUTRAL] Women need at 5:30 men need at 6.
[CUSTOMER][NEUTRAL] But there's stuff at the salad bar, there's broccoli salad down there right now.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Sure. It's [PII]. And I think they have my work email address, um, [PII].
[AGENT][NEUTRAL] Yes, ma'am. Thank you, Ms. [PII]. And you had a question about a claim?
[CUSTOMER][NEUTRAL] Yeah, I was just calling to check on the status of it.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] I got a text that said.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It like when did I have the procedure done?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I got it, yeah.
[CUSTOMER][NEUTRAL] I got a text, but then I never got anything else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, you send it in on the [PII], I mean on the [PII], it is in line to be processed. We do have it.
[CUSTOMER][NEUTRAL] OK, just wanted to make sure so it just hasn't been processed yet but you guys got it.
[AGENT][POSITIVE] Yes, ma'am. We did get it.
[CUSTOMER][POSITIVE] OK, perfect. That's all I wanted to make sure.
[AGENT][NEUTRAL] OK, thank you. Is there anything?
[CUSTOMER][NEUTRAL] Do you know approximately how long that that takes?
[AGENT][NEUTRAL] It should be done in the next couple of days.
[CUSTOMER][NEUTRAL] OK. I'm just, I put a, it was a lot of money. I put out like over $4000 so I just wanted to get it back.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. I appreciate that. Thank you so much.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.