AccountId: 011433970860
ContactId: 834327f1-8ecd-4bd6-b0c5-d83fffab131e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113800 ms
Total Talk Time (AGENT): 52867 ms
Total Talk Time (CUSTOMER): 39367 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/834327f1-8ecd-4bd6-b0c5-d83fffab131e_20250619T14:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], how you doing? This is [PII].
[AGENT][POSITIVE] OK. I, I'm good. How are you?
[CUSTOMER][NEUTRAL] I was calling
[CUSTOMER][NEUTRAL] I'm fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was calling because I had some questions about a claim.
[AGENT][NEUTRAL] OK, and can I get your policy number?
[CUSTOMER][NEUTRAL] My policy number is 02.
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] 9508.
[AGENT][NEUTRAL] OK, and just for verification purposes can you verify your name and date I'm sorry, your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the claim is for [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know they had texted me and said they received the information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, but that it has not been uh reviewed yet, so looks like we received some information on.
[AGENT][NEUTRAL] The [PII] and we also received something on the [PII] so it hasn't been reviewed yet.
[AGENT][NEUTRAL] And I think the lady that's working on it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I'll get with her, send her a message and, uh, ask her to review it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since we do have everything.
[AGENT][NEUTRAL] Well I mean well since we have the information I'm not gonna say it's everything so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh, that information that you was waiting on, yeah, OK, I just was, uh, touching base because I hadn't talked to y'all in a while and then I received a text saying that, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] All right, so.
[CUSTOMER][POSITIVE] Thank you so much. You're gonna get with her to see if she can review it, huh?
[AGENT][POSITIVE] Yes ma'am, I will.
[CUSTOMER][POSITIVE] Alright thank you I appreciate it.
[AGENT][POSITIVE] No problem you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.