AccountId: 011433970860
ContactId: 5881cce7-e99f-4d9b-acf4-49a13559bda6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119330 ms
Total Talk Time (AGENT): 27558 ms
Total Talk Time (CUSTOMER): 81407 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/5881cce7-e99f-4d9b-acf4-49a13559bda6_20250509T19:47_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] I didn't start right.
[CUSTOMER][NEUTRAL] Hey [PII] [PII], how you doing?
[AGENT][POSITIVE] Hey, good. How about you?
[CUSTOMER][POSITIVE] I wish I can take a nap.
[CUSTOMER][NEUTRAL] I am so sleepy. But
[CUSTOMER][NEGATIVE] I don't know. I'm just waiting for this day to be over. This week has been so long.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But um I have an insured's daughter on the phone is on a life policy, and I verify with her, and she said that she had sent the
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The claim form needed, but I don't show it in the system and then I see a note she had spoke to [PII] in April and she had to send it to her again, but what if what Lord words speak [PII], if they did send the information it would show in the system, right?
[AGENT][NEUTRAL] It should. How did they send it?
[AGENT][NEUTRAL] Do you know if they send it by fax, by mail?
[CUSTOMER][NEUTRAL] I didn't, I
[CUSTOMER][NEUTRAL] Uh, I think she said she mailed it, uh, she said she mailed it a couple of weeks ago. Oh, I think we will receive it by then.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Yeah, definitely, if it was by mail, it should be in the system.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] I would just verify the mailing address that she sent it to.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't, I was hoping that it, like any other claim that comes in, it would, they would.
[CUSTOMER][NEUTRAL] Be assigned a mail number and know how, if it was different with life or not.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It would be assigned a male number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, Ty, I'll verify with her.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Can I fax this information or is it something they have to mail?
[AGENT][NEUTRAL] You can fax it.
[CUSTOMER][POSITIVE] OK. All right, cool beans. Well, thank you, lady. You have a great weekend and happy Mother's Day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. You too. You have the same.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.