AccountId: 011433970860
ContactId: 7ed293fc-941a-43d9-8ab4-e77eeef491fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200660 ms
Total Talk Time (AGENT): 78446 ms
Total Talk Time (CUSTOMER): 72661 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/7ed293fc-941a-43d9-8ab4-e77eeef491fe_20250127T18:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, uh, my name is [PII]. I'm calling um to verify the status of a claim that I submit last week.
[AGENT][NEUTRAL] Hey [PII], I can help you with the claim status. Uh, can I get your, your name please? I mean your phone number please.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] Thank you and are you with the provider's office?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You are the insured, OK. Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] OK, my policy number is 1797912.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then I'll also need your address, phone number, and email address we have on the policy for you.
[CUSTOMER][NEUTRAL] Yes, my address is [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII]. That's my work number, my work email, I'm sorry, and what else do you need?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] The uh phone number that we have on the policy for you.
[CUSTOMER][NEUTRAL] The phone number.
[AGENT][NEUTRAL] Yeah, that we have on the policy for you.
[CUSTOMER][NEGATIVE] I'm sorry because you're breaking up. That's, that's why I cannot hear you very clear.
[CUSTOMER][NEUTRAL] Can you hear me clear?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] Yes, I can.
[CUSTOMER][NEUTRAL] OK, what else do you need from me?
[AGENT][NEUTRAL] Yes, um, the phone number that we have on the policy for you.
[CUSTOMER][NEUTRAL] Yes, it's [PII] should be my cell phone.
[AGENT][POSITIVE] Thank you, I appreciate it, Ms. [PII].
[AGENT][NEUTRAL] OK. I'm looking at your policy now. Um, I do.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] And and is this claim for you, ma'am?
[CUSTOMER][NEUTRAL] For me, yes.
[AGENT][NEUTRAL] Yes, for you, I do show that we received 3 claims on [PII] or 3 submissions I should say they are in progress.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, OK, how long does it take more or less?
[AGENT][NEUTRAL] 7 to 10 business days.
[CUSTOMER][POSITIVE] OK perfect OK thank you so much bye bye.
[AGENT][POSITIVE] You're welcome, [PII]. You have a good day and thanks for calling ATL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You too.