AccountId: 011433970860
ContactId: 97dea9ff-8209-4f2e-a568-6e09e3091f28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114180 ms
Total Talk Time (AGENT): 48370 ms
Total Talk Time (CUSTOMER): 37530 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/97dea9ff-8209-4f2e-a568-6e09e3091f28_20250220T21:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] I'm checking on a status of a claim.
[AGENT][NEUTRAL] Sure, I can assist you today with claim status. Can I have a name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your policy number, please?
[CUSTOMER][NEUTRAL] 244-437-4
[AGENT][NEUTRAL] Alright, one moment please.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Could you verify your date of birth, address and email address, please?
[CUSTOMER][NEUTRAL] [PII] email [PII].
[AGENT][NEUTRAL] [PII], thank you so much for verifying the information. Today you're calling in for claim status. I do see where we received your documents on um [PII]. It has not obtained a claim number just yet. We do have um 7 to 15 business days to review um and process any claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So give it another week or so.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Before something happens right.
[AGENT][POSITIVE] Is there anything else, [PII], I can help you with? Not a problem. All right.
[CUSTOMER][NEUTRAL] I was just checking.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling APL. You have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thanks you too bye bye.