AccountId: 011433970860
ContactId: 2b5c3822-9121-4cfd-83c8-e3ab693f31fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160839 ms
Total Talk Time (AGENT): 86375 ms
Total Talk Time (CUSTOMER): 36390 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/2b5c3822-9121-4cfd-83c8-e3ab693f31fb_20250402T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, um, I submitted a claim and I was checking on it.
[AGENT][POSITIVE] OK, I can help you with calling can I please get your name and your call back number just in case our call gets dropped?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm [PII]. My phone number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] I know my social um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] I think I have you pulled up now. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] [PII], [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information.
[AGENT][NEUTRAL] OK, and I do show that
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Let's see. Are you still there? Can you hear me?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm here. I can hear you now, yeah, I'm here.
[AGENT][NEUTRAL] OK, I'm sorry. I'm so sorry. We're having some bad weather right now. So, like I told you, if we do get disconnected, I will call you right back, but I hope we don't.
[CUSTOMER][NEUTRAL] Yes ma'am, OK.
[AGENT][NEUTRAL] OK, so for your accident policy, that's the one you're looking up the claim for?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me look real quick let's see if we have any news for you.
[AGENT][NEUTRAL] OK, I do show that the claim was submitted on [PII] and it does take 7 to 10 business days for the claim to process.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so, um, right now it's showing that it's in progress.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh alright, thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.