AccountId: 011433970860
ContactId: 2b1b422c-e3c5-4dfe-ba60-8a3a04571fac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164880 ms
Total Talk Time (AGENT): 71286 ms
Total Talk Time (CUSTOMER): 62827 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/2b1b422c-e3c5-4dfe-ba60-8a3a04571fac_20250519T19:21_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I'm calling about a claim I had filed and they asked for more information and I sent it in. I want to make sure that they receive it.
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02.
[CUSTOMER][NEUTRAL] 449508
[AGENT][NEUTRAL] Thank you. Let me pull the policy, one moment.
[CUSTOMER][NEUTRAL] And it's you need the claim number?
[AGENT][POSITIVE] And you can go ahead and provide me that, yes.
[CUSTOMER][NEUTRAL] OK, it's 359.
[CUSTOMER][NEUTRAL] 8040 for [PII] and [PII].
[AGENT][NEUTRAL] And may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the mailing address and email address on file for verification.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right, perfect. OK, so the claim is still in line to be processed. Um, we did receive the information you submitted on the [PII].
[CUSTOMER][NEUTRAL] OK, because it was OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, I spoke with someone named [PII], but every time I dial the extension, it would say leave a message and I left a message, but I never spoke with her again. That's why I was asking. So it did the, the information.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It was a police report they needed.
[CUSTOMER][NEUTRAL] I sent that in.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, it looks like um she's gonna review that information once she goes to it, but yeah, it was um you know, you send it on the [PII]. I see that there's just a few submission. I'm not sure if you send the same information more than once, but she's gonna review all that information once she reviews, you will make a determination, OK?
[CUSTOMER][POSITIVE] OK, alright, thank you I appreciate your help.
[AGENT][POSITIVE] Mmm. You're welcome. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day. Good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye.