AccountId: 011433970860
ContactId: 1bbed8d0-e950-4ea5-a714-ae6c9405d8ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152050 ms
Total Talk Time (AGENT): 45478 ms
Total Talk Time (CUSTOMER): 63220 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/1bbed8d0-e950-4ea5-a714-ae6c9405d8ae_20250328T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes [PII], my name is [PII] and I had uh sent some paperwork in and I see the paperwork has been received. I just wanted to know what they're working on it.
[AGENT][NEUTRAL] OK, uh, do you have a good callback number before we get started?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, you could call me back on [PII].
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEGATIVE] Because my cell phone don't work good in my office.
[AGENT][NEUTRAL] OK, perfect. Um, what's your policy number? Do you have that handy?
[CUSTOMER][NEUTRAL] It's 252-329-4.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I just need to verify a few pieces of information. Do you, um, what's your birth date?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And then lastly, what's your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you so much. Was it for yourself that you submitted claims?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] OK, perfect. Let's see.
[AGENT][NEUTRAL] And what date was that for?
[CUSTOMER][NEUTRAL] That's for the [PII] that that went in I think I sent it [PII] so they received it on [PII]. I think I sent it on the [PII].
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] Give me just a moment, I'm pulling that up.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, if you did receive confirmation, yeah, so typically it takes about 7 to 10 business days, so it's in process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's in process, OK.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, is there
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Anything else I can help with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] No ma'am, that's it uh uh huh bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye.