AccountId: 011433970860
ContactId: 10a993e7-17cf-4540-ad8c-ce3ea536bbe1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117809 ms
Total Talk Time (AGENT): 54550 ms
Total Talk Time (CUSTOMER): 44781 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/10a993e7-17cf-4540-ad8c-ce3ea536bbe1_20250512T16:39_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, um, I recently submitted a claim and it said it was processed and I was just kind of curious. I've never used gap insurance before, so I was kind of curious what the next step was.
[AGENT][NEUTRAL] OK, um, do you have your policy number, please? I can check the status of claim.
[CUSTOMER][NEUTRAL] Yes, it is 02567751.
[AGENT][NEUTRAL] Thank you. May I have your name and date of birth to start?
[CUSTOMER][NEUTRAL] Uh, [PII] and it's [PII].
[AGENT][POSITIVE] Thank you Mr. [PII] and your callback number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and I'll just need you to verify please your mailing and email addresses.
[CUSTOMER][NEUTRAL] Um, [PII] is mailing and the email is [PII].
[AGENT][POSITIVE] Thank you so very much for the verification process. Now I can assist you. You are calling to check the status of your claim that you submitted and yes ma'am, it shows that it's processed on [PII] and it shows a payment coming to you. Let's see, give me one moment please.
[AGENT][NEUTRAL] In the amount of $270.15.
[AGENT][POSITIVE] And so that check will come to you in, I'm sorry.
[CUSTOMER][NEUTRAL] OK, um, is this, mhm.
[CUSTOMER][NEUTRAL] No, go ahead, go ahead.
[AGENT][NEUTRAL] No, I was just gonna say the check will be mailed to the address that we have on file that you just um verified to be correct.
[CUSTOMER][NEUTRAL] OK, great. I was just curious about that part, I suppose, uh, that so a check just gets mailed. OK, cool. Um, that was all the questions I have then.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, Ms. [PII], thank you so much for calling AP. You have a great day.
[CUSTOMER][POSITIVE] Yep you as well bye.
[AGENT][NEUTRAL] Mm bye.