AccountId: 011433970860
ContactId: 1fc2b495-3ed2-4196-a77b-bd07b77e22da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121250 ms
Total Talk Time (AGENT): 50063 ms
Total Talk Time (CUSTOMER): 36619 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/1fc2b495-3ed2-4196-a77b-bd07b77e22da_20250319T18:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] How you doing this afternoon?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] Alright ma'am, I was calling to check to see if y'all received claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I think 717-386.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] You said 717-316?
[CUSTOMER][NEUTRAL] 386.
[AGENT][NEUTRAL] 386. Thank you. I was like thinking I had the wrong number. Well I did, but.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] 386
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your date of birth, mail address and email address for me.
[CUSTOMER][NEUTRAL] Uh, date of birth is uh [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] I think the email address will be [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] If you're having a file.
[AGENT][NEUTRAL] Uh yes, sir, and I shall we received a claim on the [PII] and it's in line for processing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK ma'am.
[AGENT][NEUTRAL] OK. Um, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's gonna be all.
[AGENT][POSITIVE] OK, well thank you for calling APO Mr. [PII]. Have a great day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm. Bye.
[CUSTOMER][NEUTRAL] Bye bye.