AccountId: 011433970860
ContactId: 1fff7911-ded6-4fa0-b165-421b3bb5d03e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227229 ms
Total Talk Time (AGENT): 118914 ms
Total Talk Time (CUSTOMER): 87983 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/1fff7911-ded6-4fa0-b165-421b3bb5d03e_20250314T19:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, I was just checking on the status of my claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And your name is?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 1553137.
[AGENT][NEUTRAL] 37. Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And let's see, verify your date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK. Thank you so much. How's the weather over there? We're just hearing something about a, a fire.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It will, I think there is a fire um somewhere around here, but it's like super windy.
[CUSTOMER][NEUTRAL] Like really windy.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I think it's windy across the country because it's windy over here on trash day, so yay.
[CUSTOMER][NEUTRAL] Nod.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And who is the claim for?
[CUSTOMER][POSITIVE] Well hopefully
[CUSTOMER][NEUTRAL] It's for [PII], OK.
[AGENT][POSITIVE] Well, I hope y'all stay safe and everything works out because
[AGENT][NEUTRAL] We're supposed to have storms.
[CUSTOMER][NEUTRAL] Where you, where are you located?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] I was talking about tornadoes. It's like, come on, man. I just, I just don't like tornadoes.
[CUSTOMER][NEUTRAL] Yeah, we're not getting any rain, just, it's just super windy.
[AGENT][NEGATIVE] The wind needs to back up, back away.
[AGENT][NEGATIVE] Definitely not a good day to wear a hat or a dress.
[CUSTOMER][NEUTRAL] No, for sure.
[AGENT][NEUTRAL] Well, and I don't show any claims for, uh, you said for buyer?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, when was it submitted?
[CUSTOMER][NEUTRAL] It was submitted on Sunday.
[AGENT][NEUTRAL] Uh, by mail or fax?
[CUSTOMER][NEUTRAL] No, it's all I did it online. It, it's showing online and it shows in progress, but I didn't know like if it had been approved or not.
[AGENT][NEUTRAL] Do you have like the uh confirmation number?
[CUSTOMER][NEUTRAL] Yeah, I'm looking right at it online.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see what I do. Hold on.
[CUSTOMER][NEUTRAL] It is OSC 94694.
[AGENT][NEUTRAL] Let's see what's going on.
[CUSTOMER][NEUTRAL] Is this an accident? Are you looking?
[AGENT][NEUTRAL] Yeah, I'm looking at the accent.
[AGENT][NEUTRAL] 694. 0, I was looking at it completely different. My bad. I was looking at it wrong. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] I want to stress out, like, I know I sent that claim.
[CUSTOMER][NEUTRAL] Yeah, I do. I usually do them on sometimes it messes up online but for the most part.
[AGENT][NEUTRAL] OK, it looks like it was processed today, and so a direct deposit will be sent out, um, more likely on Monday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] yeah, OK, I was gonna say it'll probably get it Tuesday. OK, alrighty.
[AGENT][NEUTRAL] All right. Well, is there anything?
[CUSTOMER][NEUTRAL] And how much was it for? Does it show?
[AGENT][NEUTRAL] Uh yes, ma'am. $1,652.60.
[CUSTOMER][NEUTRAL] You do the one now.
[CUSTOMER][NEUTRAL] OK, well, I look it just went out.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] 738.
[CUSTOMER][NEUTRAL] They just, it just, we had a power surge, sorry, I'm at work, but that's really weird. But alrighty well thank.
[AGENT][NEUTRAL] Oh, OK. And that's the reason why I'm thinking it's showing that it's pending because since it was just processed today, it won't really, uh, be be until, yes ma'am, until tomorrow.
[CUSTOMER][NEUTRAL] Show you anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you so much.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL. Have a great day and weekend and stay safe.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.