AccountId: 011433970860
ContactId: 4b954e1f-2886-4316-9ab6-f1c0ef4af0b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145360 ms
Total Talk Time (AGENT): 58003 ms
Total Talk Time (CUSTOMER): 38378 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/4b954e1f-2886-4316-9ab6-f1c0ef4af0b2_20250129T13:55_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thanks for calling A Pillows [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh let me check on my phone, please.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can I get your policy number, please?
[CUSTOMER][NEUTRAL] Um, policy number is gonna be 2528561.
[AGENT][NEUTRAL] Your name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Can you verify your address?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, and lastly your email address.
[CUSTOMER][NEUTRAL] Say again.
[AGENT][NEUTRAL] Can you verify your email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], thank you for that. You said you wanted to check status of your claim?
[CUSTOMER][NEUTRAL] Yeah, it says in progress, but it says uh complete date [PII].
[AGENT][NEUTRAL] OK, do you have a claim number?
[CUSTOMER][NEUTRAL] Yes, 355-526-6.
[AGENT][NEUTRAL] OK, give me one second, and that's what you're, um, it shows in process online?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, but it has like um completion date is [PII].
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] OK, it's probably that the claim is possibly it might be an audit, um, that's probably why it said that complete date, the [PII].
[AGENT][NEUTRAL] Um, let me.
[AGENT][NEUTRAL] Thinking that's what it is.
[AGENT][NEUTRAL] Yeah, it's an audit, um, so if you get it a few days, um, and then it should be released.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] Mr. [PII], was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Now I just want the process again. I've been filing this claim for the last month and a half now.
[AGENT][POSITIVE] All right, no problem, Mr. Well if there's nothing else, thank you for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yes, ma'am.