AccountId: 011433970860
ContactId: 3e2cc8d2-a960-4d73-b2f4-fb82f401ee04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442730 ms
Total Talk Time (AGENT): 161300 ms
Total Talk Time (CUSTOMER): 135475 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/3e2cc8d2-a960-4d73-b2f4-fb82f401ee04_20250403T13:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I received a text message about my claim being processed, but I don't see any information uh on the online portal, so I wanted to see exactly what does this mean.
[AGENT][NEUTRAL] OK, I can help you with that, sir. Can you provide me with your policy number?
[CUSTOMER][NEUTRAL] 2574819
[AGENT][NEUTRAL] Thank you, give me just a moment. What I'll do is pull your information up. You and I'll do a quick verification and then I'll place you through to our benefits department to better assist you.
[AGENT][NEUTRAL] May I have your name, please?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. All right. And Mr. [PII], can we verify your date of birth and then your address, please, sir?
[CUSTOMER][NEUTRAL] [PII]. My address is [PII].
[AGENT][NEUTRAL] Thank you. And the last bit of information, may we verify your phone number and then your email address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Wonderful. Everything is current and up to date and matches. Alright, so Mr. [PII], I'm going to place you through, excuse me, sir.
[AGENT][NEUTRAL] Uh, to the area that can better assist you. Is there anything that I can assist you with before I do?
[CUSTOMER][POSITIVE] Uh, no, ma'am. Thank you.
[AGENT][POSITIVE] Well, thank you for calling APL and so you have a wonderful day. Give me just a moment while I provide them with your information. Thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII]. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good and you?
[AGENT][POSITIVE] I'm laughing because you hadn't even shown up on the screen yet and you're getting a call.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That, that's me, that's me.
[AGENT][POSITIVE] You must literally just, oh Lord, honey.
[CUSTOMER][NEUTRAL] Yeah, I just click available. You're like, do, oh, there's a call.
[AGENT][NEUTRAL] Right, right. I mean because I was sitting here looking to see who was the next in line to get a call. I just gotta watch it. When you answer it caught me off guard, yeah, I see your name now, but OK, Miss.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEGATIVE] Whoa. All right, sorry, I'm really hoarse. Lord have [PII], this pollen is gonna kill me. OK.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] 2, I have 4.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Policy number 2574819.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I verify the state of our earth and all the information [PII] it all matches.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, he is calling about, uh, he received a text about a claim. I know he's with Universal Trucking, but would that still be claims because he said he doesn't see anything on his online portal thingy.
[CUSTOMER][POSITIVE] Mm perfect.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, OSC.
[CUSTOMER][NEUTRAL] Yeah, that's because it was, yeah, it was processed yesterday and I think it's under review. Um, bear with me just a sec. I'm just gonna pull this, um, the EOP.
[AGENT][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] So I have at least something ready.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Yeah, this is me every morning. It's like you hit that available, you better be really available like.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] You better be really available. I'll just be clicking.
[CUSTOMER][NEGATIVE] Oh yeah. No, no, make sure you don't have that coffee. You haven't drink a little bit of coffee. You don't have nothing in your mouth.
[AGENT][NEUTRAL] Get your, get you at least 1 or 2 sips then, girl.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Yeah, because mm mm.
[AGENT][NEUTRAL] Mm mm, not gonna happen later.
[CUSTOMER][POSITIVE] Uh, yeah, this is, yeah, this is good morning. Good morning.
[AGENT][NEUTRAL] Oh my gosh. Oh Lord.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK. All right. Oh, this is a [PII] so yeah that's not gonna.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][POSITIVE] Oh no. 00, OK, OK, I'm ready for it.
[AGENT][NEUTRAL] It's gonna be your first one's a doozy, right?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I have to read this. I know he's not gonna like it.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you ready? No, but yes.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Deep breath. OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, and did you, um, you have verified the callback number? Is it the same one in the system, or?
[AGENT][POSITIVE] Ready.
[AGENT][NEUTRAL] Yes, it's the same as this, I'm sorry, so yes, [PII]. OK, same as in the system there. All right, thank you.
[CUSTOMER][NEUTRAL] Yeah, it's OK. Yeah, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, perfect. OK. OK dokey, thank you. You have a good day.
[AGENT][NEGATIVE] You too, bye dear.
[CUSTOMER][NEUTRAL] Bye.