AccountId: 011433970860
ContactId: 814be2bc-7f9f-435e-98e0-7d7d54ea825e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342470 ms
Total Talk Time (AGENT): 75575 ms
Total Talk Time (CUSTOMER): 71732 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/814be2bc-7f9f-435e-98e0-7d7d54ea825e_20241230T13:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] I feel amazing.
[CUSTOMER][NEUTRAL] I'm just, I was calling because I was um trying to check on my claim.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. And what's your policy number?
[CUSTOMER][NEUTRAL] 991,560
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] [PII], what's your date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it an accident claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it looks like they are working on it. Let me see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, let me turn
[CUSTOMER][NEUTRAL] Isn't approved for one before but.
[CUSTOMER][NEUTRAL] how
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Still looking.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Well, you change.
[CUSTOMER][POSITIVE] And you actually do
[CUSTOMER][POSITIVE] Wow, that's great.
[AGENT][NEUTRAL] So it shows that the, the last activity was on the [PII], I believe that was last Friday so it's still in process, [PII], um, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then you know when they gonna take the premium because they normally take it like on the [PII].
[AGENT][NEUTRAL] OK, so today is the [PII]. Give it a little bit more time.
[AGENT][NEUTRAL] Uh, since today is [PII] was Friday, um.
[AGENT][NEUTRAL] To see if that comes
[CUSTOMER][NEUTRAL] It's on the [PII].
[AGENT][NEUTRAL] I know it, but the, but [PII] was Friday, so then we had the weekend and today is [PII], so I'm just saying.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And it is usually around the end of each month.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, that that's done.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Or they'll call back late afternoon.
[AGENT][NEUTRAL] Around maybe [PII] or [PII] or [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, any other questions?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Great