AccountId: 011433970860
ContactId: 269ece5c-739e-4871-96a5-7d6ffc5e5805
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184809 ms
Total Talk Time (AGENT): 77432 ms
Total Talk Time (CUSTOMER): 60873 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/269ece5c-739e-4871-96a5-7d6ffc5e5805_20250113T20:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], uh, I was actually just trying to do a quick update. I had spoke with, uh, Ms. [PII] earlier.
[CUSTOMER][NEUTRAL] And I because I know she handles my claim and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She told me that it was additional paperwork needed but I did get it in.
[CUSTOMER][NEUTRAL] Uh, I did send it in and just wanted to make sure everything was properly received.
[AGENT][POSITIVE] OK, yeah, I can definitely take a look and make sure we received that for you. Um, do you have, do you have your policy number handy, sir?
[CUSTOMER][NEUTRAL] Yes, 02444.
[CUSTOMER][NEUTRAL] 823.
[AGENT][POSITIVE] Wonderful, thank you. And could you verify your first and last name for me and your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. Thank you. And
[AGENT][NEUTRAL] If you could verify your mailing address as well.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. And
[AGENT][NEUTRAL] That just the email and the phone number, my friend.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. I really appreciate that and I
[AGENT][NEUTRAL] I'm just going to
[AGENT][NEUTRAL] Check what we have for you, my friend.
[AGENT][NEUTRAL] All right. It looks like.
[AGENT][NEUTRAL] You submitted that today through the online service center. It looks like 8 pages you.
[CUSTOMER][POSITIVE] It should be it should be what yeah yeah.
[AGENT][POSITIVE] 4 pages, yeah, I think they actually put a blank page in between all of them saying that it was a page document. Yes, so we did receive that that did come through. I do show it's in queue to be processed um but it hasn't quite been picked up out of the queue yet um but we definitely have it on file for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Is there anything else I can help you with today, my friend?
[CUSTOMER][NEUTRAL] Nope, that'll do it.
[AGENT][POSITIVE] Alright perfect it shouldn't be too long because you already have that claim going um but feel free to call in and check back up on us if you haven't heard back in a couple of days, OK?
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] Hey, thank you so much. You have such a wonderful day.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm alright bye bye.