AccountId: 011433970860
ContactId: 43c7e451-0985-4e52-9ca5-94ef6125df5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125120 ms
Total Talk Time (AGENT): 38295 ms
Total Talk Time (CUSTOMER): 39818 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/43c7e451-0985-4e52-9ca5-94ef6125df5d_20250616T13:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes [PII], I'm calling to see uh what's the status of my claim.
[AGENT][NEUTRAL] OK, do you have your policy number and I can help you with claim status.
[CUSTOMER][NEUTRAL] I do, it's uh.
[CUSTOMER][NEUTRAL] I think it's 255.
[CUSTOMER][NEUTRAL] 2846.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, can I get your first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And can you verify your address and your email address for me, please?
[CUSTOMER][NEUTRAL] It's uh [PII]. It's [PII].
[AGENT][NEUTRAL] And then lastly, can I get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like we received the claim on [PII] and it's currently in processing.
[CUSTOMER][NEUTRAL] Oh, OK, uh, does it say the amount they're gonna pay me?
[AGENT][NEUTRAL] I don't show anything processed on payment amount yet. Usually takes about 7 working days.
[CUSTOMER][NEUTRAL] Oh OK, alright, when should I call back to check on it?
[AGENT][POSITIVE] Um, I would probably call back towards the end of the week, um, and hopefully we should have a determination by then.
[CUSTOMER][POSITIVE] OK thank you ma'am.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] No ma'am, thank you very much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Like,