AccountId: 011433970860
ContactId: 8529e1d9-291c-492d-b545-cf57968feb90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153770 ms
Total Talk Time (AGENT): 69556 ms
Total Talk Time (CUSTOMER): 55119 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/8529e1d9-291c-492d-b545-cf57968feb90_20250626T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning Ms. [PII]. My name is [PII], and I was calling to see if you guys have received um my mail that I had sent in.
[AGENT][NEUTRAL] OK, uh, was it for a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you. Do you have your policy number by chance?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02271513 and it'll be under my dad's name [PII]. He passed away.
[AGENT][NEUTRAL] OK. And then if I could get his date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And then what would be the address that we would have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you recall what date it was mailed out on? Because I see that you called or we called you on the [PII] and we were unable to read some info it looks like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I mailed it on the [PII] and it said it should that it should get to you guys.
[CUSTOMER][NEUTRAL] On the what expected date is the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show anything uploaded showing received yet, but if we, I mean that's not unusual if it, if it was just sent and we just got it, I'll be honest, they, they've been kind of behind on uploading stuff, so you may need to give it like another 24 hours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I, that's no problem. I will, I'll probably call back.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'll just note that you called today and hopefully there'll be something in there by tomorrow or the next day.
[CUSTOMER][NEUTRAL] Yeah, I'll, I'll give it up for 48. I'll call Friday.
[AGENT][POSITIVE] OK. All right. We appreciate it. Anything else?
[CUSTOMER][POSITIVE] That'll be all, no problem, have a great day.
[AGENT][NEUTRAL] All right. You too, [PII]. Bye-bye.