AccountId: 011433970860
ContactId: 1e14a185-79fe-47bb-b2e1-1d3238996d19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206910 ms
Total Talk Time (AGENT): 104363 ms
Total Talk Time (CUSTOMER): 49402 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/1e14a185-79fe-47bb-b2e1-1d3238996d19_20250527T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I was just calling to check on the status of your file that claim.
[AGENT][NEUTRAL] OK, sir, I can help you with the claim. May I please get your callback number, sir, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then what is your policy number, sir?
[CUSTOMER][NEUTRAL] 256-603-0
[AGENT][NEUTRAL] OK, and can you repeat that one more time, 2,566,030, was that correct?
[CUSTOMER][NEUTRAL] No, it's 2,566,030.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Sorry about that ma'am.
[AGENT][NEUTRAL] That's OK, let me look that up.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, and can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII], ma'am.
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, it should be [PII]. Mailing address [PII]. And what else you say you needed?
[AGENT][NEUTRAL] Uh, the phone number that you gave me to call you back on, sir, is that your cell phone?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Yes, ma'am, it's my cell phone.
[AGENT][POSITIVE] OK. Thank you. I appreciate you verifying your policy for me. All right, let me look up your claim.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] It's gonna be just a moment. Our computers are running a little bit slow today, so I appreciate your patience, wife.
[AGENT][NEUTRAL] I pulled this up.
[CUSTOMER][POSITIVE] Yes ma'am. Take your time.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, I do show that we have uh two claims that were submitted on [PII]. Are those the ones that you're calling about, sir?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I am showing that those are in um we have received them and they're in progress right now they're working them so I don't have any information on them at this time because they're still working on them.
[CUSTOMER][NEUTRAL] OK, so be by next week.
[AGENT][NEUTRAL] Uh, once you submit it, it takes 7 to 10 business days for them to process.
[CUSTOMER][NEUTRAL] OK, so next one, next month, I guess by next month.
[AGENT][POSITIVE] Yes, sir, like the end of next week would be OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with before we go? Well, you're very welcome, Mr. [PII].
[CUSTOMER][POSITIVE] I thank you, man.
[CUSTOMER][NEUTRAL] Oh man
[AGENT][POSITIVE] OK, well you have a blessed day, sir, and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Right.