AccountId: 011433970860
ContactId: 35fc8846-7b59-4b1b-94a0-acaf6dd6b166
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249440 ms
Total Talk Time (AGENT): 113585 ms
Total Talk Time (CUSTOMER): 110280 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/35fc8846-7b59-4b1b-94a0-acaf6dd6b166_20250310T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, I hope you're having a great afternoon. My name is [PII], and I'm calling to make sure you guys have everything that I'm supposed to have sent you, um, so I could receive my benefits for this month.
[AGENT][NEUTRAL] OK, Mr. [PII], I can help you with your claims, sir. Can I please get your policy number?
[CUSTOMER][NEUTRAL] Uh, can I give you my social? I, I, I never have my. OK, thank you. Uh, [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, you're welcome.
[AGENT][NEUTRAL] OK, let me pull you up real quick.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, the [PII].
[CUSTOMER][NEUTRAL] And then you needed my phone uh what you need next?
[AGENT][NEUTRAL] Your email address and phone number?
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] Thank you so much. I appreciate you verifying your policy and um is this a good number to call you back on if we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you very much. Alright, let me look at the policy real quick at the claim.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] The policy is in process of being paid.
[CUSTOMER][NEUTRAL] It's, it's in the process.
[AGENT][NEUTRAL] Looks like the claim is in the, yes, it looks like it's in the process of being paid.
[AGENT][NEUTRAL] Um, and this was reported on [PII].
[CUSTOMER][NEUTRAL] OK, so that means.
[CUSTOMER][NEUTRAL] OK, so apparently then then um then my doctor must have sent in his and and then I sent in mine so everything should be good.
[AGENT][NEUTRAL] Right, it looks like it looks like it's in good standing right now um I don't have a check number or if it went direct deposit as of yet just because it's still in progress.
[CUSTOMER][POSITIVE] Right, OK, well that, that's, that's the main thing I need to know. I really appreciate your your help and patience um, uh, that's it, that's.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] It's no problem at all.
[CUSTOMER][POSITIVE] Uh, every time I call you guys, every one of you guys I talked to up there, which I call probably too much, but you guys are just wonderful up there, man. I appreciate you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh well we appreciate you being a customer. We appreciate your kindness. You're so nice. I've talked to you a couple of times myself, so you're really nice when you call. It's nice to have a customer that's not angry all the time or or has an attitude and you're always so kind.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, well, I, you know, I, I do, I, I, you guys are very professional and, and, uh, and I know you put up with me and, uh, that sometimes that's hard to do but.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] No, we don't.
[CUSTOMER][POSITIVE] But uh OK well that's that's that's I'm good man I appreciate it.
[AGENT][POSITIVE] No, you get a, you've got a group of girls that love to help, so take it easy.
[CUSTOMER][NEUTRAL] Well.
[AGENT][POSITIVE] OK, well you take care and thanks so much for calling APL.
[CUSTOMER][POSITIVE] Thank you ma'am and you you.
[CUSTOMER][POSITIVE] Thank you. Have a good day. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You too. Bye