AccountId: 011433970860
ContactId: 4320b447-3834-410d-850b-d1917c7628c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62209 ms
Total Talk Time (AGENT): 32192 ms
Total Talk Time (CUSTOMER): 21050 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/4320b447-3834-410d-850b-d1917c7628c3_20250617T18:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to um file a claim online, but in doing so it's my name or my husband's name is not showing up for me to complete a claim or even start a claim.
[AGENT][NEUTRAL] OK, did you just um recently create the account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you're gonna have to get, I would give it a little while for the um information to sync over to the old to the new system because it'll, it will show your name and and the policies that y'all have so you can click it, you know, to file the claim and upload the documents.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, OK. Do you know, would say like a day or so?
[AGENT][NEUTRAL] Oh, no, I just mean like maybe an hour or two.
[CUSTOMER][POSITIVE] Oh OK alright I'll check back. Alright, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.