AccountId: 011433970860
ContactId: 5bcad693-419e-4223-86f3-569149da21b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306369 ms
Total Talk Time (AGENT): 68250 ms
Total Talk Time (CUSTOMER): 69521 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/5bcad693-419e-4223-86f3-569149da21b6_20250310T15:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was trying to get some information on my claim, and I've been talking to [PII] if she's in, I can give you my policy number.
[AGENT][NEUTRAL] OK, sure, go ahead.
[CUSTOMER][NEUTRAL] It's 02431002.
[AGENT][POSITIVE] Thank you one moment, let's see.
[AGENT][NEUTRAL] You may I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you. And I need the mailing address, email address, and a callback number for verification.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, the callback number is [PII].
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, let me see if I can get Ms. [PII] on the line for us. OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII]. OK, Miss [PII] is on break right now. Um, do you want me to send her a message to call you back when she comes back?
[CUSTOMER][NEUTRAL] Yeah, you can, and I just, um, trying to just check.
[CUSTOMER][NEUTRAL] On my the status of my claim because long story short, it's been some ongoing stuff with it and I have a treatment coming up next week and I just need to make sure everything on like all the information y'all need you have and whatnot because I'll have to reschedule this appointment if not.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, yeah, it looks like it's still under review. OK, so let me get her to call you then. Yeah, because it's still under review, so I don't have any other information in that, so maybe she has a little bit more information. I'll go ahead and send her a message to call you when she comes back from break. She'll be back in about 10 more minutes, OK? Alright, is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] So anyway, yeah, just tell her.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APL. Have a good day. Have a.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK.