AccountId: 011433970860
ContactId: 43dceee7-2fe5-4794-be14-b8a9d7c1bc3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182539 ms
Total Talk Time (AGENT): 40033 ms
Total Talk Time (CUSTOMER): 89943 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/43dceee7-2fe5-4794-be14-b8a9d7c1bc3c_20250317T20:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm so sorry I was having a bad connection. Um, yes, hi, good afternoon. I was calling because I uploaded some documents on the online, um, service, um, in an effort to file a claim, but I'm not sure if I did it correctly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have my policy number if that will help.
[AGENT][NEUTRAL] OK, do you have a callback number in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] 206.
[CUSTOMER][NEUTRAL] 9775.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] My name? It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and my email is [PII].
[AGENT][POSITIVE] Thank you, Mr. Ms. [PII].
[AGENT][NEUTRAL] And you were wanting to know about a claim that you just uploaded?
[CUSTOMER][NEUTRAL] Yes, I uploaded um files. I just, um, not sure if I did it right. um, I couldn't find a button that says file a claim, so I wanted to make sure you guys got it or if I needed to do anything else.
[AGENT][POSITIVE] Yes, ma'am. We did get it in.
[CUSTOMER][NEUTRAL] Oh, OK, so I did it right. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, is there anything that I need to do at this moment?
[AGENT][NEUTRAL] No, ma'am. It's just in line to be processed.
[CUSTOMER][NEUTRAL] OK, do you know what is the estimated time to uh receive an answer?
[AGENT][NEUTRAL] Uh, at least 5 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, and I guess I can do the same kind of like log in to that portal and it should let me see the results.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][NEUTRAL] Um, alright, I think that was it. I just wanted to make sure that I did it right.
[AGENT][POSITIVE] Yes, ma'am, we did get it.
[CUSTOMER][POSITIVE] OK. All right, great. Um thank you so much.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.