AccountId: 011433970860
ContactId: 8af6da02-002e-408b-9952-ca0caab20573
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209470 ms
Total Talk Time (AGENT): 88138 ms
Total Talk Time (CUSTOMER): 96108 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/8af6da02-002e-408b-9952-ca0caab20573_20250228T18:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good afternoon where I'm at. Good afternoon.
[AGENT][NEUTRAL] Afternoon, yes.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] I have a, excuse me, I have a policy number.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 248-460-8. I'm looking to check your status on it.
[AGENT][NEUTRAL] OK, and you're looking for the status of a claim, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with your claim. Um, first, can you verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[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] My address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII] and what else you wanted?
[AGENT][NEUTRAL] Your email address please sir.
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] Thank you Mr. [PII] and then uh the phone number that you gave me, sir, is that a good number to call you back on to get disconnected?
[CUSTOMER][NEUTRAL] That's my number, yes.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] All right, I do show that we did have um a claim reported today and it's in progress.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Is what?
[AGENT][NEUTRAL] In progress.
[CUSTOMER][NEGATIVE] OK, because I sent it in. I wanna make sure you got it because last time they said it was incompleted but they waited two weeks and didn't tell me nothing.
[CUSTOMER][NEGATIVE] Yeah, I'm like come on man, why are they waiting.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, I, I do show that we received something today and it's, and it's being processed so you'll need to give it 7 to 10 business days and then you can call and check back up on it.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all I wanna know because, you know, I've been out of work for over a month.
[CUSTOMER][NEGATIVE] And uh nothing coming in so.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Yeah, so I'm I'm trying to get this taken care, yeah.
[AGENT][NEUTRAL] I understand, yes sir.
[CUSTOMER][NEUTRAL] So I mean everything you got today is that all y'all need?
[AGENT][NEUTRAL] I can't see what is needed. It has to go through the process, um, since it was just received today, it has to go through the process with the claims examiners.
[CUSTOMER][NEUTRAL] Uh, do you know?
[CUSTOMER][NEUTRAL] OK, so I should be able to talk to the claim adjuster one day next week and make sure they got everything.
[AGENT][POSITIVE] Yes, you can call, give it 7 to 10 business days and call back and we can get the update on your claim.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] OK, uh, you're welcome. You have a good weekend and thank you for calling APL, Mr. [PII].
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] Uh, alright, thank you.
[AGENT][NEUTRAL] Bye bye.