AccountId: 011433970860
ContactId: 52cf7adc-21e3-40c7-a91c-b6cd1f7be8b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229410 ms
Total Talk Time (AGENT): 53418 ms
Total Talk Time (CUSTOMER): 108266 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/52cf7adc-21e3-40c7-a91c-b6cd1f7be8b1_20250516T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. Um, my name is [PII] and I was calling to see um if there, um, I'm trying to see if a claim has been submitted to y'all. I'm on the portal but I'm not seeing it, but I think that it's only showing me completed claims.
[AGENT][NEUTRAL] OK. Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Give me just a second, sorry.
[AGENT][NEUTRAL] Oh, that's OK. Where I look it up by your last name or social.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um, so our policy number is 02013247.
[AGENT][NEUTRAL] And what, um, can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And just need to verify your um address and email address.
[CUSTOMER][NEUTRAL] [PII] and email is [PII].
[AGENT][NEUTRAL] Uh, it looks like we might have a work email.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And was that a claim for yourself, did you say?
[CUSTOMER][NEUTRAL] Uh, this one is for my son.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, it looks like we just received uh a claim in on [PII] and it's in processing.
[CUSTOMER][NEUTRAL] OK, um, so I'm looking for one for a date of service of um.
[CUSTOMER][NEUTRAL] It would have been.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Sorry, um, [PII].
[AGENT][NEUTRAL] OK, let's see what we got.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEGATIVE] They say that they submitted it, but like I said, I keep getting statements and nothing has changed and I'm like, man, [PII] is really quick about paying stuff so I don't know what's going on.
[AGENT][NEUTRAL] Yeah, I don't have anything for [PII]. The one that we just received is for [PII].
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't know what they're.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] To help.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just making sure I haven't missed anything.
[AGENT][NEUTRAL] Yeah, I, I do have some dates of service in March, but it's not for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, look.
[CUSTOMER][NEUTRAL] OK, let me um let me reach out to.
[CUSTOMER][NEUTRAL] Uh, let me reach out to them and find out what, uh, what's going on and make sure that they do have everything and get that submitted over to y'all.
[AGENT][NEUTRAL] OK, is there anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] That should be it.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Uh huh you too.
[AGENT][POSITIVE] Thank you. Bye-bye.