AccountId: 011433970860
ContactId: 153ff3ab-a8ed-4d11-b93f-58d4b56169f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231860 ms
Total Talk Time (AGENT): 74751 ms
Total Talk Time (CUSTOMER): 109614 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/153ff3ab-a8ed-4d11-b93f-58d4b56169f7_20250313T14:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, sorry, I was calling because I had filed a claim. I've been having some problems with my, like getting the right information, documentation in. I think I got a few of them in cause one claim got processed, but then I uploaded some more information trying to get another claim.
[CUSTOMER][NEGATIVE] Um, to get completed and it's just like pending, it's not telling me what I sent the right information in. And I was just wondering if somebody could help me because I have just really been struggling trying to get this information into you all.
[AGENT][NEUTRAL] OK, I, I can um help you with your claim. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and what is your policy number?
[CUSTOMER][NEUTRAL] Oh man, I have, I can't, I shit it's too. I'd rather give you my social cause I got it. I have to go through my bag and find it.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you. What is your social?
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] OK, let me look your policy up real quick.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am, I can. It's gonna be [PII].
[AGENT][NEUTRAL] Thank you ma'am and then also for security reasons can you give me.
[CUSTOMER][NEUTRAL] I'm around people I had, I had.
[AGENT][NEUTRAL] address, phone number and email address please for security reasons can you give me your address, phone number, and email address?
[CUSTOMER][NEUTRAL] Do you what?
[CUSTOMER][NEUTRAL] OK, my email is
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Phone number is [PII]. Email is [PII]. Address is [PII].
[AGENT][POSITIVE] Thank you I appreciate you verifying that information for me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] So looking um at your claims on [PII] there was some information received the online service center for your claim and it's in progress they're working on it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Yeah, so what
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it takes 7 to 10 business days from the time they receive it to complete it.
[CUSTOMER][NEUTRAL] So is it the right, it is, oh, so it's 7, 10 days to let me know if it's wrong, if it's the wrong paperwork or the right paperwork.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] You're very welcome. Uh is there anything else I can help you?
[CUSTOMER][NEUTRAL] Yeah, yeah, I, I'm just trying to make sure I had the right.