AccountId: 011433970860
ContactId: 2ecffe53-f5d2-455f-a95c-1d313923764a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164699 ms
Total Talk Time (AGENT): 58452 ms
Total Talk Time (CUSTOMER): 56626 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/2ecffe53-f5d2-455f-a95c-1d313923764a_20250326T16:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I was actually just calling. I'm trying to figure out if I filed a claim for the [PII] year or not.
[AGENT][NEUTRAL] I can help you with that, Ms. [PII]. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] Thank you. And the your policy number?
[CUSTOMER][NEUTRAL] That is 019.
[CUSTOMER][NEUTRAL] 841-86
[AGENT][NEUTRAL] Thank you. And your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] My date of birth is [PII] and the address is um we're actually in the middle of a move so I'm not sure if you have the [PII] one or the [PII] one, but um the [PII] one is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, that is the address we have on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And you are wanting to know if you filed a claim for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have not
[CUSTOMER][NEUTRAL] I think we have a sorry, go ahead.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] Actually,
[AGENT][NEUTRAL] It looks like the policy termed on [PII].
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] That would be
[AGENT][NEUTRAL] Mhm. I did check to see if you had any active coverage. Let me check one more thing for you.
[AGENT][NEUTRAL] I'm just checking.
[AGENT][NEUTRAL] Is your employer still the Android group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, you may wanna check with them to see if it's through another company now.
[CUSTOMER][POSITIVE] It's just uh we got a new HR person and I think she may have dropped the ball. um OK, I will, I will look with them thank you so much.
[AGENT][POSITIVE] It's been a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it. Thanks.
[AGENT][POSITIVE] Well thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye