AccountId: 011433970860
ContactId: 677f4758-6b20-42fa-a5bc-f0709216db24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138460 ms
Total Talk Time (AGENT): 39993 ms
Total Talk Time (CUSTOMER): 73365 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/677f4758-6b20-42fa-a5bc-f0709216db24_20250418T19:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII] My date of birth is [PII], and I sent a claim by email of two payments that I did at the hospital, and I wanted to see if you guys needed something else or is everything in order that you have.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, um, may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] No, unfortunately, I don't. I work for Mueller Animal Hospital, M U E L L E R, Animal Hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] This.
[AGENT][NEUTRAL] May I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, it looks like we received a claim on [PII] and it is in line to be processed. The normal processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure because I didn't get any, any response back. I just wanna make sure that it was already received perfect.
[AGENT][NEUTRAL] Yeah, it was received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Thank you, hon.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEGATIVE] No. Happy [PII].
[AGENT][POSITIVE] You as well thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mm