AccountId: 011433970860
ContactId: 7567bb8c-8deb-4fa2-96cf-6669fe4fe800
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127250 ms
Total Talk Time (AGENT): 45341 ms
Total Talk Time (CUSTOMER): 62476 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/7567bb8c-8deb-4fa2-96cf-6669fe4fe800_20250623T19:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling AP [PII] speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, and good afternoon. This is [PII]. Can you, um, let's see if my claim is showing that it's that you guys received it because on my end it's showing as like pending like there's no name on it.
[AGENT][NEUTRAL] OK. Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, 740,240.
[AGENT][NEUTRAL] OK, one.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address, and email address, please.
[CUSTOMER][NEUTRAL] [PII] 83 [PII]. It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, this is kind for yourself?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I show claims have been received on [PII] and the [PII], but they are in line for processing.
[CUSTOMER][NEUTRAL] OK, OK, that, that's what I was because on this new portal thing, it's weird when you go to like open and process it just shows pending and it gives a weird like on where it says insured it gives it an identified like it's it's weird how it's uploading.
[AGENT][NEUTRAL] It's definitely different, but I do show your claim has been received and they are in line for processing. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, and you did receive 2 correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure because on here it's very different, the new portal is very different.
[AGENT][POSITIVE] Oh, absolutely. Yes, ma'am.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day. Bye.
[CUSTOMER][POSITIVE] Have a good day mhm you too bye bye.