AccountId: 011433970860
ContactId: 2da0626c-529e-4671-9e8b-0d1646d31eab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135429 ms
Total Talk Time (AGENT): 48892 ms
Total Talk Time (CUSTOMER): 75151 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/2da0626c-529e-4671-9e8b-0d1646d31eab_20250506T17:54_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII] again. How you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEGATIVE] All right, um, yesterday I, I tried to file a claim online and it it it allowed me to submit my documents, but it didn't ask any other questions and I, I was kind of used to filling out a form and actually when it happened and all that type of stuff. I didn't, I didn't receive none of those options.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, no, you're not gonna receive that. What's your policy number? Let's take a look at it.
[CUSTOMER][NEUTRAL] Oh yes ma'am. It is, wait a second.
[CUSTOMER][NEUTRAL] It is 716752.
[AGENT][NEUTRAL] What's your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] When you uploaded the claim, did you get a confirmation number?
[CUSTOMER][POSITIVE] Yes, ma'am, I did it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so I do show it in your file, verify your date of birth and your complete mailing for me.
[CUSTOMER][NEUTRAL] Uh, the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, and [PII].
[AGENT][NEUTRAL] And what is your email?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, I do show it uploaded on yesterday, so it's in line for processing. Whenever you upload it, when you get the confirmation number, that's your confirmation that we we we have it.
[AGENT][POSITIVE] You don't have to fill out anything.
[CUSTOMER][POSITIVE] Got you, got you.
[AGENT][NEUTRAL] Just upload the documents.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I, I just, I just knew I was missing some, uh, some steps. I was like, oh they asking not the question.
[AGENT][POSITIVE] easy peasy.
[AGENT][POSITIVE] Easy peasy.
[CUSTOMER][NEUTRAL] Yeah, that's super easy. I guess I'll just, I guess they kind of figure out what happened by the medical records. I'm guessing, and if they have any questions, they'll reach out to you or email you or something.
[AGENT][NEUTRAL] Yeah, usually it's outlined in your records what happened.
[CUSTOMER][NEUTRAL] Got you, got you. Alright, well, that's, that's it then, I guess.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Well, if no other questions, Dear, you're welcome, [PII]. Thanks for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That'd be
[CUSTOMER][NEUTRAL] Yeah