AccountId: 011433970860
ContactId: 8662bd67-5364-4822-b42e-b137ac0b3898
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160399 ms
Total Talk Time (AGENT): 85818 ms
Total Talk Time (CUSTOMER): 56028 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8662bd67-5364-4822-b42e-b137ac0b3898_20250602T20:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is uh [PII]. I want to call and check on the status of the claim Iile with y'all on [PII].
[AGENT][POSITIVE] OK, sir. I can help you.
[AGENT][NEUTRAL] And may I please get your callback number, Mr. [PII], so I can help you with your claim status.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], ma'am.
[AGENT][NEUTRAL] Thank you, sir. And what is your policy number?
[CUSTOMER][NEUTRAL] It is 256-60.
[CUSTOMER][NEUTRAL] Hold up, it's 256.
[CUSTOMER][NEUTRAL] Call of Duty is 256-6030.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick and look at it.
[AGENT][NEUTRAL] OK, Mr. [PII], can you give me your date of birth?
[CUSTOMER][NEUTRAL] Alright [PII], man.
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]. mailing address [PII]. And what's the you said you wanted it?
[AGENT][NEUTRAL] Uh, just to verify, is the phone number that you gave me to call you back on is that your cell phone number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. I appreciate you verifying that information and you sent the claim in on the [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, March, I mean April I mean [PII], yes ma'am. Sorry, mind now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] That's OK, sir. I am showing that um the claim was paid $500 and it's going to be direct deposited to your bank account, um, and it was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that was a Friday one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That was Friday, yes, so we had the weekend.
[CUSTOMER][NEUTRAL] So it's been, how long does it take? OK.
[AGENT][NEUTRAL] Oh we had the weekend, so I would give it 2 or 3 days and make sure it hits your bank account.
[CUSTOMER][POSITIVE] Alright, thank you then, ma'am.
[AGENT][POSITIVE] Well, you're very welcome, Mr. [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] No, that was it. I'm just done with my cancer treatments now, so thank you, man.
[AGENT][POSITIVE] You have a wonderful day.
[AGENT][POSITIVE] Yes sir, yes sir, Mr. [PII], thank you for calling APL.