AccountId: 011433970860
ContactId: 5d676dca-51f1-48b8-8f00-1fc71c742a12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189169 ms
Total Talk Time (AGENT): 91299 ms
Total Talk Time (CUSTOMER): 88601 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/5d676dca-51f1-48b8-8f00-1fc71c742a12_20250530T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, I'm calling about a claim.
[AGENT][NEUTRAL] OK, I can help you with the claim. May I please get your name and contact number?
[CUSTOMER][NEUTRAL] I have the number.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and my, what did you need my date of birth?
[AGENT][NEUTRAL] Your callback number, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII] is the claim for yourself?
[CUSTOMER][NEUTRAL] Uh, it's for my husband.
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] Uh, oh, policy, I've got the claim number right here. I pulled it up. Let me get my go back to where I have it saved.
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy number is 254-9154.
[AGENT][NEUTRAL] OK, let me pull up that policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then I'll also need for you to please verify your address, a phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Mhm um address is [PII]. Email is [PII].
[AGENT][NEUTRAL] Thank you. And then also the phone number that you gave me to call you back on is that your cell phone number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh, it's my cell phone. I'm sorry, yes, she said cell phone as well, yes.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Yes ma'am, thank you so much. And then what was that claim number, ma'am?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The claim number is 3597475.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, I do show.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] That that claim has been processed.
[CUSTOMER][NEGATIVE] OK, I just have been looking at checking my bank account because I know I had an automatic deposit for it and it just hasn't come yet and it was says it was on the [PII] and I didn't know how long that even took.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, it does take 3 to 4 business days um for the bank to process it.
[AGENT][NEUTRAL] We did have, um, since the [PII] we did have that Saturday, Sunday, and then Memorial [PII] on Monday so I.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Monday was the holiday, OK.
[AGENT][NEUTRAL] Yeah, so I believe that it's just because of the holiday, why you haven't received it yet.
[CUSTOMER][NEUTRAL] OK, so I just need to just kind of keep watching.
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am.
[CUSTOMER][POSITIVE] OK, I can do that.
[AGENT][NEUTRAL] OK. All right, Ms. [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's all.
[AGENT][POSITIVE] OK, well you have a wonderful weekend and thank you for calling APL. You're welcome bye bye.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[CUSTOMER][NEUTRAL] You too uh huh bye.