AccountId: 011433970860
ContactId: 767ecba9-2cd5-4a89-925c-a7097205ebed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160899 ms
Total Talk Time (AGENT): 46341 ms
Total Talk Time (CUSTOMER): 59620 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/767ecba9-2cd5-4a89-925c-a7097205ebed_20250416T19:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was just calling to check the status on our clients that we turned into you guys.
[CUSTOMER][NEUTRAL] Uh, several days ago.
[AGENT][NEUTRAL] OK. Do you have the policy number for the plan?
[CUSTOMER][NEUTRAL] Mhm it's 449-036.
[AGENT][NEUTRAL] And can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and my date of birth is [PII].
[AGENT][NEUTRAL] And [PII], do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] And I just need a few other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII] and that's in [PII].
[AGENT][NEUTRAL] And then your email address?
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it looks like I have a Yahoo address.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Was the claim for yourself?
[CUSTOMER][NEUTRAL] Uh huh I had turned one in for my me and my husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what we have.
[AGENT][NEUTRAL] Uh, it looks like the most recent claim we've got.
[AGENT][NEUTRAL] Looks like we made a payment on 410 for $207. This would be for yourself.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] And let me look at your
[CUSTOMER][NEUTRAL] Yes, because I had a.
[CUSTOMER][NEGATIVE] Faxed both of them at the same time that she claims that she never got his so I went ahead and did a mail out on it. You probably haven't received it it's.
[AGENT][NEUTRAL] Uh, it looks like, yes, I've got [PII]. Looks like we also paid $120 on that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, went out the same time.
[CUSTOMER][POSITIVE] All right, OK, alright, thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Uh bye bye.