AccountId: 011433970860
ContactId: 915de213-a46d-428e-9725-4a4514f3dfba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121290 ms
Total Talk Time (AGENT): 52563 ms
Total Talk Time (CUSTOMER): 41981 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/915de213-a46d-428e-9725-4a4514f3dfba_20250213T21:14_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes [PII], this is uh [PII].
[AGENT][NEUTRAL] Hi, Mr. [PII], how are you doing today?
[CUSTOMER][NEUTRAL] Doing fine, man. I fetch y'all some stuff over yesterday. Did y'all receive it?
[AGENT][NEUTRAL] Um, I can take a look and see. May I have a good contact number in case we're disconnected and I can check the faxes for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And your policy number?
[CUSTOMER][NEUTRAL] 256-603-0.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth and your mailing address on file?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII] zip code.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the your email address?
[CUSTOMER][NEUTRAL] And let me see, it's um [PII] or [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that we received it on [PII] of, you said you just sent it yesterday?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, if it was sent yesterday, no, we have not received it yet. Um, but whatever was sent in on [PII] has been received and is in processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you then, ma'am.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.