AccountId: 011433970860
ContactId: 2441363f-d54a-442f-bba1-1114ca6991d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104510 ms
Total Talk Time (AGENT): 42860 ms
Total Talk Time (CUSTOMER): 34609 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/2441363f-d54a-442f-bba1-1114ca6991d4_20250605T13:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling the APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. This is [PII]. I was calling to check on a claim I sent in.
[AGENT][NEUTRAL] I'm sorry, you say you were calling for the check claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 4903.
[CUSTOMER][NEUTRAL] 9
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. Emails [PII]. My address is [PII].
[AGENT][NEUTRAL] OK, see.
[AGENT][NEUTRAL] Uh, the last claim I'm showing looks like for diagnostic, um, that was processed on [PII], and a check was mailed out the next business day. So that would have been, what was the [PII]?
[AGENT][NEUTRAL] Excuse me, it was Friday, so it was mailed out on the [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Well, thank you.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.