AccountId: 011433970860
ContactId: 4a47bcb6-2f05-41f2-a254-6a1da1ba3bd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231119 ms
Total Talk Time (AGENT): 80544 ms
Total Talk Time (CUSTOMER): 126170 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/4a47bcb6-2f05-41f2-a254-6a1da1ba3bd2_20250507T21:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, uh, my name is [PII] and my policy number is 1557812.
[CUSTOMER][NEUTRAL] And I had filed a claim but some more things was needed, so it's status says it's processed.
[CUSTOMER][NEUTRAL] Um, the claim number, let me see if I can find it.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, oh, here it is, um, that's policy number.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] There's a confirmation number is that what we need? No, here's the claim number 358.
[CUSTOMER][NEUTRAL] 3742
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with your claim. May I please get your callback number, ma'am, just in case the call is disconnected, I'll be able to pick up the phone and call you right back.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[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 your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, uh, the the address is [PII]. Phone number is [PII] and the email gosh I can't talk today. Email address is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you. I appreciate you verifying that information for me. OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And is the claim for, wait, I see who the claims for is for your spouse.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I need to tell you what's happened here. Um, I did not know I was filling, I filled out the accident claim form I had, but apparently all updated because the last time I called or actually when I got the paperwork it said I need to have a statement uh about it and so when I called a couple of days ago, um, I was told section C has to be filled out there is not a section C on the form I have so anyway I have a new claim form.
[CUSTOMER][NEUTRAL] And I've got all the information that I can send um.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So I'm, do I, do I just, I don't know if this attaches to this claim or if I have to file a new one. I'm not sure what to do at this point.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It will attach to the claim.
[AGENT][NEUTRAL] Um, when you upload it, refer to the, if you can um put the claim number on any any document.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That you have so that um and they'll be also looking to because they know that's information that they're waiting on but if you wanted to just refer the claim number on um the document that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so on the accident claim form at the top I could put the claim number on it and all the other things too. OK, I can do that. I will get that sent today.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. Well, Ms. [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much for your help.
[AGENT][POSITIVE] You're very welcome. You have a wonderful day and thank you for calling APL M. [PII].
[CUSTOMER][POSITIVE] Thanks. You do the same.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.