AccountId: 011433970860
ContactId: 3059d04f-ba11-4692-a736-8fff75938400
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191289 ms
Total Talk Time (AGENT): 59343 ms
Total Talk Time (CUSTOMER): 86711 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/3059d04f-ba11-4692-a736-8fff75938400_20250611T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? My name is [PII]. I have the gap insurance with you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How may I assist you?
[CUSTOMER][NEGATIVE] Um, I have filed the claim and, um, I don't know, um, I can't can't access my account, so I don't know if you guys accepted it because, um, before they, it didn't get accepted because I was missing to like turning something and like the, the visit paperwork and and then I sent that over and I was just wondering what's going on there because I received the text, but I couldn't open it on the, on the website.
[AGENT][NEUTRAL] OK. May I have your policy number?
[CUSTOMER][NEUTRAL] I can give you my social.
[AGENT][NEUTRAL] OK, may I have that please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I do need to verify the mailing address and email address on the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and what was the other thing? uh [PII] [PII].
[AGENT][NEUTRAL] Thank you. And your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and you were calling in regards to a claim. Do you have that date of service?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm. Yeah.
[CUSTOMER][NEUTRAL] Um, yes, um, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Data survey it was in December or something. I just have one claim. I, I only done one claim one time.
[CUSTOMER][NEUTRAL] It says following claim number 33611145.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So it does look like on [PII] that claim was processed and a payment was issued out. So you do have to allow a total of 10 business days or based off of your mailing. So it does look like we did process and make a payment in the amount of $300.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, OK, no, I'll just wait for it. Well, thank you very much. It would it come direct deposit on my on my home?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It looks like it's actually your account is set up for direct deposit, so it will be direct deposited to your account.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK. Awesome. Thank you so much, OK?
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That's all. Have a great day, OK? Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.