AccountId: 011433970860
ContactId: 24108f53-28a5-43b7-a74c-ed06b62981f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168639 ms
Total Talk Time (AGENT): 29037 ms
Total Talk Time (CUSTOMER): 59370 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/24108f53-28a5-43b7-a74c-ed06b62981f5_20250623T17:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I've got a member on the line who had um for an accident policy. She filed an appeal and she was wanting to check on it. I do see it, but, um, and she sees it on the website as well and wanted clarification um it does state that it's uh in a holding status pending more information or preparation of letter. So is that something that it's just waiting, it's waiting on us, or is there something that she's needing to do additionally?
[AGENT][NEUTRAL] What's the policy number? Let me take a look.
[CUSTOMER][NEUTRAL] It is 02605156.
[CUSTOMER][NEUTRAL] And it is for uh part one.
[AGENT][NEUTRAL] I will have to check further with the appeals examiner to see exactly what's going on. I didn't see anything additionally in notes. She's currently away.
[CUSTOMER][NEUTRAL] Yeah, I, I was kind of confused by this too.
[AGENT][NEUTRAL] Yeah, I have to verify with her. We'll have to probably give her a call back, check into it a little further and give her a call back to let her know.
[CUSTOMER][NEUTRAL] OK, do you want her information?
[AGENT][NEUTRAL] What's her information?
[CUSTOMER][NEUTRAL] Uh, call back is [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Yeah, OK, so I'll just tell her to expect a call from us, um, but later today or tomorrow.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK got it alright I appreciate your help thank you.
[AGENT][POSITIVE] You're welcome. Thanks. Bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.