AccountId: 011433970860
ContactId: 4745be32-d360-43e5-9bc7-c3440cc22615
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184699 ms
Total Talk Time (AGENT): 65600 ms
Total Talk Time (CUSTOMER): 94045 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/4745be32-d360-43e5-9bc7-c3440cc22615_20250326T15:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi. So how are you? My name is [PII].
[AGENT][NEGATIVE] I'm [PII]
[CUSTOMER][NEUTRAL] And the, the policy number or the card number is 0255277.
[CUSTOMER][NEUTRAL] 9 ML 7.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And I need your date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][POSITIVE] Thank you. And how may I assist you today?
[CUSTOMER][NEUTRAL] OK. Uh, I'm calling regarding, I applied, I did a claim for my daughter's.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I almost submit all the paper they keep asking me for.
[CUSTOMER][NEUTRAL] I submit the receipt, I submit the share insurance, my insurance how to paid. I submit all the paper and it's still asking me the same paper they need for more details show this amount. I don't know what exactly you guys need from me because I called yesterday and when she looked on the file, she told me it looks like fine and you submit all the paper we need.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me send it again. So, yes.
[AGENT][NEUTRAL] Is it for reader?
[AGENT][NEGATIVE] We we're processing that one, we're paying that one, it's just being processed today.
[AGENT][NEUTRAL] So we don't need anything else.
[CUSTOMER][NEUTRAL] No, this is the one, yeah, I'm talking. It's processing today, it's not done?
[AGENT][NEUTRAL] Uh-huh, it's processing today. Um, it is getting ready to pay, um, but it has to be overnight before I send out the payment.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Sorry, can, I'm sorry, the cutting, the, the voice, I couldn't hear you. Can you repeat that again, sorry?
[AGENT][NEUTRAL] OK, we received some documents on [PII], which it was yesterday. So those documents are processing today for a payment, and we're sending a payment, but the payment will go overnight. So it is processing today. It will be completed more than likely by tomorrow.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, awesome. Thank you so much. I really appreciate it. Thank you.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] No, thank you so much. I really appreciate it. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good day, Ms. [PII]
[CUSTOMER][NEUTRAL] You too. Bye-bye.