AccountId: 011433970860
ContactId: 3dbff270-9a27-4c4b-a529-4f064567b33c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143910 ms
Total Talk Time (AGENT): 46179 ms
Total Talk Time (CUSTOMER): 79539 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/3dbff270-9a27-4c4b-a529-4f064567b33c_20250623T16:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling to check on the status of um a claim. There's not a claim number issued yet, but I, I do see it online as undefined as the insured. Can you help me with that?
[AGENT][NEUTRAL] Sure, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 2138208.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Are you the insured Miss um [PII]?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] Um, verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] It's [PII]. Uh, address is [PII].
[CUSTOMER][NEUTRAL] And email is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the claim for yourself?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it's for [PII].
[AGENT][NEUTRAL] OK, see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I show a claim being received on [PII] and it's in line for processing.
[AGENT][NEUTRAL] That's the most recent claim I'm showing.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, that's all I wanted to make sure because I online I see it twice.
[CUSTOMER][NEUTRAL] It looks like the same claim, but it's in there twice and they both say pending um and since there wasn't a claim number I wasn't sure. Sometimes when I upload things I'm not sure if they really, really make it so I just wanted to check on that.
[AGENT][NEUTRAL] I know, I understand. Yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. Have a good rest of your day.
[AGENT][POSITIVE] Alright you too thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Mm bye.