AccountId: 011433970860
ContactId: 4058c7e8-31e9-4701-87f8-158548f4297f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108680 ms
Total Talk Time (AGENT): 33103 ms
Total Talk Time (CUSTOMER): 43960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/4058c7e8-31e9-4701-87f8-158548f4297f_20250320T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to check the status of a claim.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with claim status. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] My name is [PII], and it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 982108-321.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member's social?
[CUSTOMER][NEUTRAL] Uh, hm, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Give me just a second here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go to her, OK, here we go.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] OK, no one's coming up under that social. I could try to look her up by name and date of birth.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um the last name, it's [PII]
[CUSTOMER][NEUTRAL] First name [PII]
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, no one's coming up under that name either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, I appreciate your help. Thank you, ma'am.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you too, bye bye.
[AGENT][POSITIVE] Thanks.