AccountId: 011433970860
ContactId: 1997ea8f-55c5-4fc3-b1a9-60662a9027d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130820 ms
Total Talk Time (AGENT): 43041 ms
Total Talk Time (CUSTOMER): 46119 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/1997ea8f-55c5-4fc3-b1a9-60662a9027d9_20250623T20:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm just checking on a, a claim just to see if there's any decision made or what or it's uh policy number 00736888.
[AGENT][NEUTRAL] OK. Can I get your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And Ms. [PII], can you verify your address and email address?
[CUSTOMER][NEUTRAL] Uh, address [PII].
[AGENT][NEUTRAL] And then your email address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Email [PII].
[AGENT][POSITIVE] OK, thank you. And then lastly, just a good callback number, Ms. [PII] in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Great, thank you so much.
[AGENT][NEUTRAL] OK, um, what date of service was that claimed for?
[CUSTOMER][NEUTRAL] I think that was for.
[CUSTOMER][NEUTRAL] March possibly if March of this year.
[AGENT][NEUTRAL] It looks like uh we recently processed a claim that was on [PII]. We processed it. Uh, looks like it was for March.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII] and [PII]. We made a payment, uh, that was a check for 58664.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, so it should be coming my way. All right. Thank you then very much.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you.
[CUSTOMER][NEUTRAL] OK, that's all I need to know.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you so much. Bye-bye.
[AGENT][POSITIVE] Have a good afternoon. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.