AccountId: 011433970860
ContactId: 630d0c67-13de-40ba-b77e-cd2d69e3630d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92489 ms
Total Talk Time (AGENT): 50127 ms
Total Talk Time (CUSTOMER): 27129 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/630d0c67-13de-40ba-b77e-cd2d69e3630d_20250318T20:51_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] How you doing this afternoon, [PII]? I was calling to see that y'all receive a claim from me.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Do you have a policy number?
[CUSTOMER][NEUTRAL] It's uh 717-386.
[AGENT][POSITIVE] Thank you so much. And then if you don't mind, can I grab your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII]. One moment.
[AGENT][NEUTRAL] And then if I can get your date of birth and address.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] Thank you so much and then the last thing I need to verify please is just the email address we would have on file.
[CUSTOMER][NEUTRAL] Uh, I wanna see if you have one it would be [PII].
[AGENT][NEUTRAL] Yep looks like that's the one we have on file OK.
[AGENT][NEUTRAL] So it looks like uh we did receive a claim uh it looks like the reported date is showing on the [PII]. Uh, the claim is still under review, no decision has been made at this time, so just wanna give it a few more days to process it looks like.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] That's gonna be it, ma'am.
[AGENT][POSITIVE] All right, well thanks for calling APL. Have a blessed day, [PII].
[CUSTOMER][NEUTRAL] You too.