AccountId: 011433970860
ContactId: 755d4c53-9fc0-4865-a1de-f5decb03d66b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450989 ms
Total Talk Time (AGENT): 110983 ms
Total Talk Time (CUSTOMER): 123352 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/755d4c53-9fc0-4865-a1de-f5decb03d66b_20250410T17:44_UTC.wav
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[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII]. How are you?
[AGENT][POSITIVE] I'm doing well. How are you doing today, sir?
[CUSTOMER][NEUTRAL] I'm fine, thank you. Hey, my name is [PII] and it's been
[CUSTOMER][NEGATIVE] 2 weeks and I called and y'all were going to send me a.
[CUSTOMER][NEUTRAL] I've got a
[CUSTOMER][NEGATIVE] Bill that I need to where I got a PSA test where I need to file the claim and I need a claim form and y'all are gonna mail me one but I haven't received anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], I can help you with the claim form.
[AGENT][NEUTRAL] Can you please uh give me your callback number, sir, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, let's see here.
[CUSTOMER][NEUTRAL] It's uh.
[CUSTOMER][NEUTRAL] 752.
[CUSTOMER][NEUTRAL] 658.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] And and all I need is a claim form, I mean.
[AGENT][NEUTRAL] Yes, sir. I understand.
[CUSTOMER][NEUTRAL] The same
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir. OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] My date of birth is [PII] and the [PII]. The policy is with my wife.
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] Right. And can you also verify your address for me?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me fix that. I think that might be the problem right there. We just have [PII].
[AGENT][NEUTRAL] So it should say [PII].
[CUSTOMER][NEUTRAL] Well, it, it, it, it, this is, this is a little tiny.
[CUSTOMER][NEUTRAL] This is a little thing on if you would have seen it, it, it would have come to me, yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, OK, they still would have got it to you, OK.
[CUSTOMER][POSITIVE] Oh yes, yes, absolutely.
[AGENT][NEUTRAL] I just wanted to make sure I've got that. I did update that so anyway.
[CUSTOMER][NEUTRAL] This this this this this is one of them little towns where.
[CUSTOMER][NEUTRAL] This is one of them little towns where everybody knows everybody.
[AGENT][POSITIVE] I understand. I, I live in a small town like that too, and I love it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, Mr. [PII], do you guys have an
[CUSTOMER][NEUTRAL] Yes, ma'am. Me too. Yeah.
[AGENT][POSITIVE] Do you guys have an email address? I can send it by email to you that way you can get it right away.
[CUSTOMER][NEUTRAL] No, no, no, no, no, I, I, it's like I told the lady when I first called, I said, hey, I'm, I'm [PII] old. All I got on, all I know about the phone is say hello and goodbye.
[CUSTOMER][NEGATIVE] And, and no, I, I, I, I don't, I, I, I, I ain't, I ain't sharp enough doing all that stuff.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right. I understand, sir.
[AGENT][NEUTRAL] All right, so let me see when that was sent to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'm gonna have to order.
[AGENT][NEUTRAL] The um claim form.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] To be sent to you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So I'm gonna put you on a brief hold while I get that ordered and I'll be right back sir.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh, come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Mr. [PII], I have that ready uh to go out in the mail to you, sir.
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, ma'am, but what I don't wanna say I guess is, uh, I'm not complaining, but I called last week they told me it had already been mailed. I mean that the mail was just slow.
[CUSTOMER][POSITIVE] But I know better than that the mail ain't that slow.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. I understand. You may get 2.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I, I, I, I'll take two then. OK, well thank you so much, Miss [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome sir you have a you too you have a blessed one thanks for calling and APL.
[CUSTOMER][POSITIVE] You have a great day.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. Yes, ma'am. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.