AccountId: 011433970860
ContactId: 0ee13bfa-ed4a-48ca-8171-303f90f861cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162910 ms
Total Talk Time (AGENT): 86414 ms
Total Talk Time (CUSTOMER): 53857 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0ee13bfa-ed4a-48ca-8171-303f90f861cf_20250210T22:28_UTC.wav
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[AGENT][NEUTRAL] for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] How are you doing this afternoon, ma'am?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] Alright man, I was calling to see uh check the status of the claim.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] 717386.
[AGENT][NEUTRAL] 717386.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII]. I don't have an email on file.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] It looks like the claim is being processed today, so, uh, the claim decision will be available tomorrow.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] But it's been processed today.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Have you set up on the online service center?
[CUSTOMER][NEGATIVE] No, ma'am, I don't know nothing about that. I ain't good with them computers. I had to get my chair to do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I was gonna say it helps and if you can receive a text message when your claim has been received and processed, um, and view status of your claim on the site, but um it should be available tomorrow. I'm showing it's been processed today.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, well, what's the website? Can you text me that?
[AGENT][POSITIVE] It's secured, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] See, there you go, and you, you can't text it to me.
[AGENT][NEUTRAL] No, no, sir.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm too old. I can't remember all that.
[AGENT][NEUTRAL] Well, if you had an email address, I can email it to you.
[CUSTOMER][NEUTRAL] OK, we'll try to it in uh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Say it one more time.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], the you.
[AGENT][NEUTRAL] OK, well, I can email it to you.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] OK, um, I'll email a user guide and a pretty detailed as far as how to set up, OK? And if you need uh assistance set up, just give us a call and we can help you, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Bless you. All right. Was there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too man.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Alright.