AccountId: 011433970860
ContactId: 972f8007-b6f3-4247-a95e-6b6922c2b83f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127239 ms
Total Talk Time (AGENT): 60498 ms
Total Talk Time (CUSTOMER): 44761 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/972f8007-b6f3-4247-a95e-6b6922c2b83f_20250220T18:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks, uh, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I was just calling to see uh if my benefits have been approved for this go around.
[AGENT][NEUTRAL] You mean claims or the Policy Act? I'm sorry.
[CUSTOMER][NEUTRAL] Yes, yeah, cos, yeah, so sorry.
[AGENT][NEUTRAL] OK. No, you're fine, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] That I don't have. I have my social though.
[AGENT][NEUTRAL] OK, give me a moment. And what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, see, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII], and what else did you need?
[AGENT][NEUTRAL] Uh, email address.
[CUSTOMER][NEUTRAL] OK, lower cases [PII].
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, give me one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I show your claim looks like it was processed yesterday and a check was, well, not check, it was sent out direct deposit today. So hopefully should receive it soon.
[CUSTOMER][NEUTRAL] OK, OK. You don't have an amount, do you?
[AGENT][NEUTRAL] Uh, give me a moment, I'll get that to you.
[AGENT][NEUTRAL] OK, I'm showing the amount of $1,291.67.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much I appreciate it.
[AGENT][POSITIVE] You are welcome. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That would be it.
[AGENT][POSITIVE] All right. Well, I thank you for calling APL and you have a great rest of your day, Ms. [PII].
[CUSTOMER][POSITIVE] All right you too thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] But.