AccountId: 011433970860
ContactId: 48cb9f5e-33a1-460c-88f6-755265c316a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228100 ms
Total Talk Time (AGENT): 78982 ms
Total Talk Time (CUSTOMER): 139314 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/48cb9f5e-33a1-460c-88f6-755265c316a5_20250502T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. This is [PII], excuse me, [PII], and I had sent, uh, uh, some documents to the office in [PII] for a claim, and I sent them by certified mail. And I have not received the little slip that's supposed to go back to the sender. So I was calling uh to check to see if you.
[CUSTOMER][NEUTRAL] Uh, could tell me if those documents had been received. I have my policy number and other information that you might need.
[AGENT][NEUTRAL] Yes, Ms. [PII], I can check to see if your claim's been received. Um, can I please get your callback number first just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Surely. It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] 00408307
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, well, it could be mine or it could be my husband's. Uh the address is [PII]. OK, and you wanted to know um.
[CUSTOMER][NEUTRAL] his email is [PII].
[CUSTOMER][NEUTRAL] I think it's [PII]. Uh, mine is [PII]. OK, all right.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I do see that the phone number that you're calling from is the phone number that we have on the policy um as the phone number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you very much Ms. [PII]. I appreciate you verifying that information for me.
[CUSTOMER][NEUTRAL] You are
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so looking on um
[AGENT][NEUTRAL] [PII] we did receive a claim in for [PII] and it's in progress.
[CUSTOMER][NEUTRAL] OK, well you did and I didn't hear the date you said it cut out.
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] The uh the.
[CUSTOMER][NEUTRAL] OK, yes, because it was mailed about on the [PII], so, OK, you did receive it, it's being processed. I just needed to know that I don't know why I haven't gotten a little other end of the, uh, certified slip, but I did that you've answered my question. It's being processed. I just wanna make sure it got there, so.
[AGENT][POSITIVE] Yes, ma'am. It sure did.
[CUSTOMER][NEUTRAL] With the mail, you don't know these days, so.
[AGENT][NEGATIVE] Oh, you're right, you're right, and it takes forever.
[CUSTOMER][POSITIVE] Or, or, or I find that happens, it takes for, it does, and even close by, it might take 5 days for something to get to somebody. OK, I greatly, greatly appreciate your time. OK. Have a great day.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're absolutely right.
[AGENT][POSITIVE] You're very welcome, Ms. [PII].
[AGENT][POSITIVE] Yes, you have a blessed weekend and thanks for calling APL. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] OK thank you bye bye.