AccountId: 011433970860
ContactId: 8ff8173e-4d15-4970-82ed-ebce0f0a3d78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146119 ms
Total Talk Time (AGENT): 55942 ms
Total Talk Time (CUSTOMER): 24396 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/8ff8173e-4d15-4970-82ed-ebce0f0a3d78_20241230T22:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] I filed the claim and it was asking for some more information. I was wondering.
[CUSTOMER][NEUTRAL] If the information I provided was good enough.
[AGENT][NEUTRAL] Alright, let's take a look, right. Do you by chance have a claim number, policy number?
[CUSTOMER][NEUTRAL] Claim number is 3543686.
[AGENT][POSITIVE] All right, thank you so much for that. Let me just pull this up here. Give me a sec here.
[AGENT][NEUTRAL] All right. And then on the policy, if you could just verify for me, please, your date of birth and address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Let me pull up what was submitted here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so yeah it looks like the um information submitted was sufficient. I do show that the claim was actually it looks like processed today, so you should be receiving payment here in the next few days. It looks like there was a benefit payment made in the amount of $1800.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome thanks.
[AGENT][POSITIVE] Yeah, not a problem, [PII]. So that should be coming your way. Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright well thanks for calling ATL have a great day.
[CUSTOMER][POSITIVE] I appreciate it have a great day you too. [PII].
[AGENT][POSITIVE] All right bye bye you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] And