AccountId: 011433970860
ContactId: 6c01b9dc-08cf-4eb4-989d-8306ff1826c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168809 ms
Total Talk Time (AGENT): 88649 ms
Total Talk Time (CUSTOMER): 77162 ms
Interruptions: 2
Overall Sentiment: AGENT=2.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/6c01b9dc-08cf-4eb4-989d-8306ff1826c0_20250130T22:32_UTC.wav
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[AGENT][POSITIVE] Hi, thank you so much for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] [PII], I was calling to check on some sort of like rebate thing I sent in.
[AGENT][NEUTRAL] OK, I could take a look at that with you. And do you mind if I get your name real quick and a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII] and my phone number is [PII].
[AGENT][POSITIVE] Wonderful. And what's the policy number we want to look up under today?
[CUSTOMER][NEGATIVE] Um, honestly, the one that I have, I know is not good because when I called the lady's like, oh, your policy number changed. I put it on my car. I put it on my thing I sent in but I did not keep it with me.
[AGENT][POSITIVE] No worries, I can actually look you up with the old one if you have that one.
[CUSTOMER][NEUTRAL] Uh, can I just tell you who I work for?
[AGENT][NEUTRAL] Or you can also look by your social if you'd like.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Um, I can also look by your social if you'd like.
[CUSTOMER][NEUTRAL] OK, can I do that?
[AGENT][POSITIVE] Yes, let's do that for you, my friend.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7817.
[AGENT][POSITIVE] Thank you. All right, Ms. [PII].
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] I believe I see you here. Can you verify for me please your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. And I'm just gonna verify some additional information real quick and then I'll help you look into that claim. Um, would you be able to verify for me, please, your mailing address on file?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Beautiful thank you and then lastly would just be that email on file.
[CUSTOMER][NEUTRAL] Um, maybe [PII] or [PII].
[AGENT][NEUTRAL] It was that first one for you.
[CUSTOMER][NEUTRAL] I don't know which one it is.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, and then Miss [PII], I do see that we received your um your claim on file. It looks like we received it on our side the [PII], um, and it is in Q2 be processed, but it has not been processed yet. The typical turnaround time is about 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I sent it in fax and I was like I don't know if they got it they didn't get it and I think the fax went through, but working in payroll that's all you hear is the fax machine all day so I was like maybe they didn't get it so I just wanted to double check.
[AGENT][POSITIVE] No, and I get that because sometimes if it's busy sometimes like I have faxes I send that just get kicked back. So um we definitely have it on file here and it should be getting processed for you pretty shortly.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem, I appreciate it [PII].
[AGENT][POSITIVE] Hey, it's my pleasure and if there's anything else you need along the way, just give us a call and we'll take care of you.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] My pleasure. Take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.