AccountId: 011433970860
ContactId: 62e105b3-e5ba-49ea-9e1f-2d95c24ccbba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134529 ms
Total Talk Time (AGENT): 66145 ms
Total Talk Time (CUSTOMER): 44998 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/62e105b3-e5ba-49ea-9e1f-2d95c24ccbba_20250328T18:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing, [PII]? My name is [PII]. Uh, I'm just following up on a claim. Uh, I had spoke to a representative yesterday and I submitted some additional documentation, so I just wanted to check the status of that.
[AGENT][POSITIVE] Well, I can certainly help you with that. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Uh, yes, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 2574819
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And Mr. [PII], can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right. Thank you. I appreciate that verification.
[AGENT][NEUTRAL] So I am showing that we received some claim documents yesterday on [PII] and it is in line to be processed.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we did receive those claims and once the examiner are have you signed up for the notification messaging?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, online.
[AGENT][NEUTRAL] Yeah, there's a text message notification.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so once it's processed, you will get a notification. It could take up to 24 hours to be able to view it online, or you can give us a call and we'll be happy to update you with that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] It's been such a pleasure to assist you, Mr. [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, ma'am, you have a great day.
[AGENT][POSITIVE] I hope you do as well. Thank you for calling APL and take care.
[CUSTOMER][NEUTRAL] Sure.