AccountId: 011433970860
ContactId: 309f4218-7dbd-493a-9634-b43d3f56bee9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106129 ms
Total Talk Time (AGENT): 43765 ms
Total Talk Time (CUSTOMER): 45068 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/309f4218-7dbd-493a-9634-b43d3f56bee9_20241230T19:33_UTC.wav
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[AGENT][NEUTRAL] On APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm trying to check on my claim.
[AGENT][NEUTRAL] OK, I can help you, Ms. [PII] with claim status and in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Uh area code [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, 1054228.
[AGENT][NEUTRAL] Thank you, and it was 1054228?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] That number was 1054228.
[CUSTOMER][NEUTRAL] It's one
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you please verify your mailing address?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] And can you also verify your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And for our records, can you verify your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, sure we did receive a claim in on the [PII]. It's currently in line for processing. It normally takes at least 7 to 10 business days for processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, OK, I was just checking on it. OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] OK, well thanks for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye.