AccountId: 011433970860
ContactId: 105dc2b0-6d94-488e-a75d-fc6a0fb1c6f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189669 ms
Total Talk Time (AGENT): 59070 ms
Total Talk Time (CUSTOMER): 57037 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/105dc2b0-6d94-488e-a75d-fc6a0fb1c6f7_20250507T14:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, how are you?
[AGENT][NEUTRAL] I am fine and yourself?
[CUSTOMER][NEUTRAL] OK, I am checking on a claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] OK, hold on a minute, let me see if I can get it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One minute, I need to get the social security number, but I wrote it down the other day to make sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said your last name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] And you work
[CUSTOMER][NEUTRAL] Ma'am, I can't even put my hand on it right now. I got, can you use the social security number?
[AGENT][NEUTRAL] Uh, yes, ma'am. Give me one quick moment. I think I probably found you. Verify uh your social for me, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] yeah I got it [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And Ms. [PII], verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So [PII] email [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, see, I show your claim processed yesterday and so a check will be mailed out today.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, how much is it, you know?
[AGENT][NEUTRAL] Uh, show 52,390.
[CUSTOMER][NEUTRAL] 52,390.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank thank you, ma'am.
[AGENT][POSITIVE] All right, you're welcome. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK, yes ma'am, thank you for calling APL you have a great day.
[CUSTOMER][NEUTRAL] You too.