AccountId: 011433970860
ContactId: 7d7ae39c-efbd-48b0-a4ea-988400a46d4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173990 ms
Total Talk Time (AGENT): 60142 ms
Total Talk Time (CUSTOMER): 62955 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/7d7ae39c-efbd-48b0-a4ea-988400a46d4d_20250313T14:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, you said [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] This is [PII]. How are you?
[AGENT][NEUTRAL] I'm fine, Ms. [PII], and yourself?
[CUSTOMER][POSITIVE] I'm doing good, doing good, calling to check on a claim that I, uh, filed.
[AGENT][NEUTRAL] OK, well, I can verify that.
[CUSTOMER][NEUTRAL] Right so
[AGENT][NEUTRAL] Oh, what's what's that policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Hold on, let me get in there. See, I'm not even prepared.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Policy number 2,463,290.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's. [PII].
[AGENT][NEUTRAL] Uh, what's that email address one more time? I'm sorry.
[CUSTOMER][NEUTRAL] S. [PII].
[CUSTOMER][NEUTRAL] Is that not right?
[AGENT][NEUTRAL] Well, I don't show one in the system, so I want to make sure I get it right. So it. Boyd.
[CUSTOMER][NEUTRAL] Mhm, that unique type of.
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Unique
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Unique [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII]. OK, thank you, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] OK. And you say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, I show a claim being received on the [PII] and it's in line for processing.
[CUSTOMER][NEUTRAL] OK, OK, so it takes what, a couple of days?
[AGENT][NEUTRAL] Uh, usually from the time a claim is received, it can take 7 to 10 business days to process.
[CUSTOMER][NEUTRAL] OK, alright, alright, and you got everything that you need?
[AGENT][NEUTRAL] Uh, that I don't know until it after it's been processed.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] OK, well, thank you.
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.