AccountId: 011433970860
ContactId: 76002dee-a55c-4f2b-85e3-c5649392c299
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150089 ms
Total Talk Time (AGENT): 58801 ms
Total Talk Time (CUSTOMER): 57160 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/76002dee-a55c-4f2b-85e3-c5649392c299_20250415T13:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how you doing? I was calling in regards to my claim.
[CUSTOMER][NEUTRAL] Um, to see if, if my check, my, my cleaning processed already.
[AGENT][NEUTRAL] OK. Well, I can check on your claim for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is uh [PII], first name [PII] Last name [PII]
[CUSTOMER][NEUTRAL] Contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I don't have it handy on me, on me.
[AGENT][NEUTRAL] OK, I can, I can also look it up with your social if you like.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Here we go. So it just popped up. I'm just waiting for everything to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII]. My mailing address is [PII].
[CUSTOMER][NEUTRAL] And my mailing address is my last name [PII] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, now for the email, this this looks like your work email.
[CUSTOMER][NEUTRAL] Oh, so it might be uh.
[CUSTOMER][NEUTRAL] [PII] on [PII].
[AGENT][NEUTRAL] Mhm, thank you so much for verifying your information. And yes, sir, I am showing that the um claim finished processing yesterday, so it went out direct deposit, uh, well, it was [PII] this morning, um, and it's a total of $1,733.33 that's being sent to your bank.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much for your help, ma'am.
[AGENT][POSITIVE] All right. You're very welcome and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.