AccountId: 011433970860
ContactId: 572df80f-a43d-4611-86ea-5d6c804434da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221199 ms
Total Talk Time (AGENT): 89616 ms
Total Talk Time (CUSTOMER): 59040 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/572df80f-a43d-4611-86ea-5d6c804434da_20250303T23:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is.
[AGENT][POSITIVE] Sorry, how may I help you?
[CUSTOMER][NEGATIVE] Yes, how are you doing? Um, I was just checking the status of my claim. It's not even checking the status. I just wanna know, um, uh, I was denied because they needed a DA, a DA code which I provided this time, but now I got a, uh, thing saying that it wasn't, it still wasn't paid out. So once I wonder why.
[AGENT][NEUTRAL] OK, well I can
[AGENT][NEUTRAL] Help you with your claim, sir, can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] It's [PII]. I don't have my policy number. I have my claim number.
[AGENT][NEUTRAL] OK, um, you wanna go ahead and give that to me and it'll, it'll pull your policy number in for me.
[CUSTOMER][NEUTRAL] Not a problem, it's 356.
[CUSTOMER][NEUTRAL] 973-3.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. I've got the policy up now. Um, let me get that number.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, [PII] telephone number [PII].
[AGENT][NEUTRAL] OK, thank you and if for any reason the phone gets disconnected.
[AGENT][NEUTRAL] Is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK thank you and then one last verification can you give me your email address please sir?
[CUSTOMER][NEUTRAL] Oh, I think it's [PII].
[AGENT][POSITIVE] Yes, sir. That's it. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look at your claim.
[AGENT][NEUTRAL] OK, I'm showing that this claim was paid $500.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, it was?
[AGENT][NEUTRAL] Yes, sir. Let me look at it a little further.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It is paid, it's going to be paid uh direct deposit to you, sir.
[AGENT][NEUTRAL] Uh, we just processed
[AGENT][NEUTRAL] on the [PII].
[CUSTOMER][NEUTRAL] Oh, OK, when I looked yesterday it said 0, so normally it says 0 that normally means maybe just needed time to update, OK.
[AGENT][NEUTRAL] Right. Yes, sir. But I do show that it's paid $500. OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright well thank you thank you so much.
[AGENT][POSITIVE] You're so welcome. I hope you have a wonderful day, sir, and we certainly appreciate you calling APL today.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye-bye, sir