AccountId: 011433970860
ContactId: 1c7f701e-91f7-4399-90f0-ac18649fe2b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135039 ms
Total Talk Time (AGENT): 59336 ms
Total Talk Time (CUSTOMER): 36934 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/1c7f701e-91f7-4399-90f0-ac18649fe2b3_20250529T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing? My name's [PII], and I was checking on an accident claim.
[AGENT][POSITIVE] OK. Happy to check on a claim. I'm doing well. Hope you are as well. Can I get the policy number?
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 87432.
[AGENT][NEUTRAL] And is this a claim under your name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you so much. I just need to verify, please, your full date of birth and address.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. One moment. Let me see here.
[AGENT][NEUTRAL] OK, so it looks like from the original submission, it looks like we did request some medical records. Is that what was updated or sent to us a few days ago?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we do show that we received something on the [PII]. Do you know was that the medical records or?
[CUSTOMER][NEUTRAL] Yeah, yeah, I uh send, send a.
[CUSTOMER][NEUTRAL] The original, the copy to them, but they would send you automatically records because they wouldn't send it with they with y'all label on it so I just.
[CUSTOMER][NEUTRAL] Download the
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, yes, and for them to send it to y'all.
[AGENT][NEUTRAL] OK. So it's still in progress. Um, nothing has been updated yet. It's still showing, you know, pending. They haven't made any sort of final decision yet on it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can check on?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a nice day.
[CUSTOMER][NEUTRAL] Uh, backing too.
[AGENT][NEUTRAL] Bye bye.