AccountId: 011433970860
ContactId: 1ee647d7-80f8-4372-83d8-65debd92c937
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119220 ms
Total Talk Time (AGENT): 41922 ms
Total Talk Time (CUSTOMER): 48156 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/1ee647d7-80f8-4372-83d8-65debd92c937_20250318T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is, um, [PII] in the claims department. I have a member on the line who policy um had expired, but she said that, um, her daughter, she's blind, and she said that her daughter sent in payments um last week and she's calling to check on the status of it. In the system, I'm showing that the claim, the policy is still lapsed, but she said that a payment was sent in um last week, so.
[AGENT][NEUTRAL] OK, let me see what's the policy number? I can check on the payment, but since it's lapsed and that we customer service we have to.
[AGENT][NEUTRAL] Unlapse it and like see if it can be unlapsed and stuff like that but I can check on the payment so.
[CUSTOMER][NEUTRAL] OK, the policy number is 00603726.
[AGENT][NEUTRAL] 072
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A Ms [PII].
[AGENT][NEUTRAL] I'm sorry my computer is going so slow.
[CUSTOMER][NEUTRAL] Yeah, mom been doing the same thing today. I understand.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Let me see what this is.
[AGENT][NEUTRAL] LA 014
[AGENT][NEUTRAL] Yeah, I don't see any payment that we received from her actually.
[CUSTOMER][POSITIVE] Oh, wow. OK.
[AGENT][NEUTRAL] Yeah, but as far as the policy status and stuff, maybe that would be like customer service that you would need to talk to.
[CUSTOMER][NEUTRAL] Uh, well, I.
[CUSTOMER][NEUTRAL] Yeah, I already told her to wait about another week or so, so.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll let her know. OK, thank you.
[AGENT][POSITIVE] No problem bye.
[CUSTOMER][NEUTRAL] Mhm bye.