AccountId: 011433970860
ContactId: 67f2917d-2e80-4bfb-9d0a-5b67376a3523
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145559 ms
Total Talk Time (AGENT): 52672 ms
Total Talk Time (CUSTOMER): 63257 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/67f2917d-2e80-4bfb-9d0a-5b67376a3523_20250528T19:01_UTC.wav
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[CUSTOMER][NEUTRAL] How far is [PII] from there? Hello?
[AGENT][POSITIVE] Good
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes ma'am, good afternoon. Thank you for calling [PII] speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to check on the status of uh a claim that I have.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] 1836605
[AGENT][NEUTRAL] And do you have a callback number in case the call drops, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me please.
[CUSTOMER][NEUTRAL] I don't know that
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Email address is [PII], and um uh address is [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And was this for yourself?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, let's see. I'm showing your claim is being processed today, uh, so this has to be available tomorrow.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so we don't know if they approved it or.
[CUSTOMER][NEUTRAL] Say yay or nay or anything from your end.
[AGENT][NEUTRAL] Uh, no, ma'am. It just shows that, uh, it's being processed. It doesn't give a status.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Huh. All right.
[AGENT][POSITIVE] OK, and it's, you're welcome. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, ma'am, hold on, let me make, OK, because it is, I hold on to make sure it is the claim uh 360.
[CUSTOMER][NEUTRAL] 5957, is that correct?
[AGENT][NEUTRAL] Uh, yes, ma'am. That's just showing that it's being processed today.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright.