AccountId: 011433970860
ContactId: 7f1e3cdb-8052-4fab-a51e-50b3dae6d1fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156110 ms
Total Talk Time (AGENT): 45021 ms
Total Talk Time (CUSTOMER): 100824 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/7f1e3cdb-8052-4fab-a51e-50b3dae6d1fd_20250610T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Publi. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I'm trying to, I filed the claim online, um, I wanna say last week, and it's, it, I see it on the new system that you guys, the new website that you guys implemented, but it doesn't show anything like it shows.
[CUSTOMER][NEUTRAL] So it's like pending but there's nothing like there's nothing, there's no confirmation number it says uploaded, but there's nothing there. Is that, is that OK?
[AGENT][NEUTRAL] May I have your
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02.
[CUSTOMER][NEUTRAL] 50
[CUSTOMER][NEUTRAL] 24
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] NL 8
[AGENT][NEUTRAL] May I have your name and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII] and the number is [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Uh, the vendors, um, vendor, I'm sorry, the date of birth is [PII]. Address is [PII], and um, the email is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. It looks like the claim was received on [PII] and it is in line for processing.
[CUSTOMER][NEUTRAL] OK, OK, I'm just, I just was wondering because they know the system looks different, so I just wanted to make sure that it wasn't like a glitch here that it wasn't because it doesn't even say like my name says undefined.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So I just wanted to make sure.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Like it says insured and it says undefined.
[AGENT][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] So, so
[AGENT][NEUTRAL] Maybe that system is still updating.
[CUSTOMER][NEUTRAL] So I just want
[AGENT][NEUTRAL] Because it is a new system, so it's probably updating.
[CUSTOMER][NEUTRAL] Right, because this is a this is a newer the new, the new website that it looks different now, so I just wanted to make sure that you guys have received it and it's in process.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. It is in line for processing.
[CUSTOMER][NEUTRAL] Only
[CUSTOMER][POSITIVE] OK perfect perfect OK thank you.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it thanks.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] You too bye bye.