AccountId: 011433970860
ContactId: 2e99e8cf-7878-4544-a701-ea6410bbd782
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108199 ms
Total Talk Time (AGENT): 44704 ms
Total Talk Time (CUSTOMER): 62405 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/2e99e8cf-7878-4544-a701-ea6410bbd782_20250204T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] the leverage and I have
[CUSTOMER][NEUTRAL] A policy through y'all for my job for town of [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Last year.
[CUSTOMER][NEUTRAL] I had um filed a claim.
[CUSTOMER][NEUTRAL] And y'all had sent me a check.
[CUSTOMER][NEUTRAL] And I called a couple weeks ago and they said my job was giving me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Papers.
[CUSTOMER][NEUTRAL] Um, for income tax and I just got my W-2s and that wasn't a part of it, so how do I go about.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, usually all of.
[CUSTOMER][NEGATIVE] Getting this to file my taxes.
[AGENT][NEUTRAL] Yeah, so all those forms are usually mailed out from us by the [PII].
[CUSTOMER][NEUTRAL] Can you not be in there
[CUSTOMER][NEUTRAL] And we have another phone line too that pulled up to the first.
[AGENT][NEUTRAL] Um, and it would be, did you receive any sort of claim it would be if you received claim payments over $1000.
[CUSTOMER][NEUTRAL] 1021.
[CUSTOMER][NEUTRAL] Yes I did.
[AGENT][POSITIVE] OK, so they should be coming your way.
[CUSTOMER][NEUTRAL] So you think give it another week.
[AGENT][NEUTRAL] I would because we had just gotten an update that they've just all been sent out and we had till the [PII] so I would give it till at least the end of the week. They should be coming shortly.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] OK, well thank you.
[AGENT][POSITIVE] You're very welcome. Have a nice day.
[CUSTOMER][NEUTRAL] You too bye.