AccountId: 011433970860
ContactId: 25c79b92-5818-45a7-92ba-b9eca77e999d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130990 ms
Total Talk Time (AGENT): 36274 ms
Total Talk Time (CUSTOMER): 37289 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/25c79b92-5818-45a7-92ba-b9eca77e999d_20250521T18:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII].
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh, I just sent you some, uh, all, all some documents about 5 minutes ago. I just wanna know if y'all get them all right.
[AGENT][NEUTRAL] OK, and did you mail it? I mean not mail it, did you fax it?
[CUSTOMER][NEUTRAL] No, uh, upload, upload your portal.
[AGENT][NEUTRAL] OK. Uh, do you have a policy numbers in regards to?
[CUSTOMER][NEUTRAL] Yes, 66, hold on, 6, 2,566,030.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, and verify your date of birth, mail address and email address for me please.
[CUSTOMER][NEUTRAL] Uh, date of birth [PII] email addressd [PII]. Mail address [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, and I show the claim um being received and it's in line for processing.
[CUSTOMER][POSITIVE] OK, I'm gonna make sure y'all get it. So I'll call you back in the next 10 days.
[AGENT][NEUTRAL] Uh, 7 to 10 business days usually is when it's, uh, claims are processed.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL, Mr. [PII]. Have a great day.