AccountId: 011433970860
ContactId: 90967d18-7682-4430-b26a-a3e3b5d1c706
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127010 ms
Total Talk Time (AGENT): 50199 ms
Total Talk Time (CUSTOMER): 60711 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/90967d18-7682-4430-b26a-a3e3b5d1c706_20250327T16:08_UTC.wav
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[CUSTOMER][NEUTRAL] The food parmesan garlic chicken.
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hello, my name is [PII]. I'm checking up on uh a final payment and make sure I had all my documents in, and they did make me aware that I was supposed to turn in page 1 through 4, I think, but anyways, I have an account number.
[AGENT][POSITIVE] Yes sir, I can pull up.
[CUSTOMER][NEUTRAL] Or policy number?
[AGENT][NEUTRAL] Yes, I can you give that to me please and I'll pull in your claim.
[CUSTOMER][NEUTRAL] OK, 0231.
[CUSTOMER][NEUTRAL] 0693
[AGENT][NEUTRAL] OK, let me look that up real quick, sir.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh, [PII]. The address is [PII].
[AGENT][NEUTRAL] And then I'm also going to need for you to verify your email address and your phone number, sir.
[CUSTOMER][NEUTRAL] OK, email is [PII]. Phone number [PII].
[AGENT][NEUTRAL] Thank you, sir. And if our call is disconnected, is that a good number to call you back on the one that you just verified for me?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] OK, thank you very much. I appreciate that. Let me look at your claim. It does look like
[AGENT][NEUTRAL] You're going to have $4000 direct deposited.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's awesome, uh.
[CUSTOMER][POSITIVE] At least everything was processed, right? The doctor's documents and everything, so, OK, fantastic. Well, that's all I needed to figure out.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK. Well, I hope you have a blessed night and I thank you for calling APL Mr. [PII].
[CUSTOMER][POSITIVE] thank you bless you too. You have a good day.
[AGENT][POSITIVE] Thank you, sir. You too. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye bye bye bye.