AccountId: 011433970860
ContactId: 348eb62c-0e31-4c7b-b06c-88330ca24e01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300380 ms
Total Talk Time (AGENT): 73114 ms
Total Talk Time (CUSTOMER): 80008 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/348eb62c-0e31-4c7b-b06c-88330ca24e01_20250623T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I want to ask about uh my claim.
[AGENT][NEUTRAL] OK, we were just needing to check on a claim for you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, I can check on that. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Yes. It's 243.
[CUSTOMER][NEUTRAL] 6646.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and then [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. OK, now this claim that we're checking on, is this for you or was this for uh Tarik?
[CUSTOMER][NEUTRAL] Uh, it's in Tarik's name, but it's for both of us.
[AGENT][NEUTRAL] Uh, uh, the claim that we're checking now, is there a claim that we're checking on one for you and one for Tarik?
[CUSTOMER][NEUTRAL] Because he's the holding of them.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I see, OK.
[CUSTOMER][NEUTRAL] And the same policy number.
[AGENT][NEUTRAL] What was that? I'm sorry?
[CUSTOMER][NEUTRAL] The same policy number for both of us.
[AGENT][NEUTRAL] Right, got it. OK, just wanted to verify that. OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] right by.
[CUSTOMER][NEUTRAL] I want to make it easy for you. Uh, it's not the first time, it's not the first time I called. Uh, they call, I called to ask about the, uh, they ask for uh a fax for information. I faxed it for you. I just, 10 minutes ago I faxed it for you. I want to make sure that you received the fax.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you said that you sent it just 10 minutes ago?
[CUSTOMER][NEUTRAL] Yeah, maybe less.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can try to see, um, it might take a while before I'm able to, as they do get quite a bit of information faxed to them, so it could take a bit to be able to pinpoint exactly, um, but just so that I'm sure this is claim information for you and for Tarik, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a moment because I think I remember um I think I spoke with you before too, so.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's OK, I think I talk to you for.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And then for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Soul.
[CUSTOMER][NEUTRAL] It means the
[CUSTOMER][NEUTRAL] I got more about.
[CUSTOMER][NEUTRAL] I had.
[CUSTOMER][NEUTRAL] She.