AccountId: 011433970860
ContactId: 56bac735-c745-4287-a6e0-48f6b0cf03d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97769 ms
Total Talk Time (AGENT): 52435 ms
Total Talk Time (CUSTOMER): 27467 ms
Interruptions: 1
Overall Sentiment: AGENT=3.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/56bac735-c745-4287-a6e0-48f6b0cf03d2_20241230T23:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] The impact
[CUSTOMER][NEUTRAL] Yes, I was trying to check on my claim.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Do you have a policy number or a claim number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, 991-560.
[AGENT][POSITIVE] Alright, thank you so much. Give me a second here, let me pull this up.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] And if I could verify please your uh name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and then if you could give me the address and email address on file.
[CUSTOMER][NEUTRAL] [PII] um [PII]. I'm sorry.
[AGENT][POSITIVE] Alright, thank you so much. So let me see this last claim here one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so the last claim I do show was reported on, it looks like [PII]. Looks like the claim has been processed. A benefit payment was sent in the amount of $2000. Uh, this was direct deposit. It was just processed today, so just give it a few days for the payment to come.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] You're welcome. Anything else I can do for you?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] All right, have a good day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK