AccountId: 011433970860
ContactId: 11985260-5f36-4116-bb09-c825f5b87f77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365839 ms
Total Talk Time (AGENT): 42501 ms
Total Talk Time (CUSTOMER): 101600 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/11985260-5f36-4116-bb09-c825f5b87f77_20250306T20:56_UTC.wav
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[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, I had a call from someone named [PII].
[CUSTOMER][NEUTRAL] And she asked me to call her back, but this is the number that she left on my recorder [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] OK. Do you have a policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Do I have a policy? Yes.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And she said she had the loss of loss of life claim form and she needed some more information.
[AGENT][NEUTRAL] OK, let me see if I can get her on the line, OK? One moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][POSITIVE] I am good. How are you?
[AGENT][POSITIVE] I'm good. She sounds frustrated. I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah her claim has been paid. I'll just give her the status you can transfer.
[AGENT][NEUTRAL] OK, yeah, she was like, um, I'm like, OK, give me just a second.
[AGENT][POSITIVE] OK, let me put her in. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. I got Miss [PII] on the line.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, [PII], how are you?
[CUSTOMER][NEUTRAL] Oh, it's been a busy day today, but uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I was.
[CUSTOMER][NEUTRAL] I was calling you to tell you that your claim was processed on yesterday.
[CUSTOMER][NEUTRAL] I what now?
[CUSTOMER][NEUTRAL] Your claim, the loss of life claim?
[CUSTOMER][POSITIVE] OK We they they expedited it and processed it yesterday, so there's a benefit that.
[CUSTOMER][NEUTRAL] Yes, so I wanted to give you the amount of the um the amount of the check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 4000.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] $724.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Have you, have you mailed that yet?
[CUSTOMER][NEUTRAL] It was mailed out this morning.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh