AccountId: 011433970860
ContactId: 51b9fd24-fbef-4437-9189-c6f1087f5721
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172839 ms
Total Talk Time (AGENT): 52248 ms
Total Talk Time (CUSTOMER): 114340 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/51b9fd24-fbef-4437-9189-c6f1087f5721_20250609T14:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, let me give you my policy number if that helps you before I explain why I'm calling.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00701051
[AGENT][NEUTRAL] Alright, let me just pull this up here. Give me a sec.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I can get your name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then Mr. [PII], if you could just give me your address as well, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, appreciate that. How can I help today, sir?
[CUSTOMER][NEUTRAL] I don't know if this matters or not. I have an accident policy. I turned in something and from the, I get an email every day from the post office. It shows what mail I'm getting. It appears that the check is gonna be here today for the, the claim I turned in. However, the reason I was calling.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, I turned in all the medical stuff. It was a car accident. I turned in the police report, but in the police report, they made a mistake. They said it's, it was the other guy's fault, which is in the report, but then they mixed up vehicle one and vehicle two and basically said he wrote me the ticket. So it took me 2 weeks to get that fixed for the vehicle accident report.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I have a new copy. I don't know if y'all care about getting that uh corrected, um, accident report I sent in the first one because I just wanted to send in the claim and uh y'all aren't the auto insurance so I don't know if you care, but I do have the um if you give me an email address or something I could send the corrected report and um if it matters or not.
[AGENT][NEUTRAL] So yeah, I mean the claim did pay out. I don't know, let me see was there if there was, I don't see any denials or anything on it like we needed anything additional like you know.
[CUSTOMER][NEUTRAL] Well, and I included the original accident report. It's just like I said, the very last sentence, the cops screwed up and said he gave, despite him saying the other guy was at fault, ran into the back of me, he wrote me the ticket and I had to call the officer and he, he realized what he did and had to redo it and I had to turn that into the car insurance, but I don't want y'all to think that, hey, this guy's getting an accident, so it's this one wasn't my fault. So but I can't see how y'all don't really need this, but I just thought I would call and ask anyway.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I honestly don't see a need for it, Mr. [PII], that I can see at this point. Obviously, you know, hold on to it for your own records, but yeah, I don't, I don't see why we would need that from what I can see. Yeah, it looks like you're fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK all right I appreciate it thank you have a good day all right bye.
[AGENT][NEUTRAL] Mm. All right.
[AGENT][POSITIVE] My pleasure. You too, sir. Bye-bye.