AccountId: 011433970860
ContactId: 9fb11059-89c4-4aea-9954-892fb1baca17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185919 ms
Total Talk Time (AGENT): 89555 ms
Total Talk Time (CUSTOMER): 52701 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/9fb11059-89c4-4aea-9954-892fb1baca17_20250604T16:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII], I'm trying to find out my information. I have a, I have a policy with y'all and I need to file a claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you, can you, my name is [PII].
[AGENT][NEUTRAL] [PII], can you spell your last name?
[CUSTOMER][POSITIVE] Yes ma'am, [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Give me just a moment, let me do a search by name here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], can you give me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then lastly I need to verify the uh physical address we should have on file and email.
[CUSTOMER][NEUTRAL] Um, the physical address is [PII].
[AGENT][POSITIVE] Thank you and then the email we should have on here?
[CUSTOMER][NEUTRAL] You should have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, so let me give you the policy number. Do you want to copy that down?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so your policy number is going to be 771.
[AGENT][NEUTRAL] 490.
[CUSTOMER][NEUTRAL] 490,771,490, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. No.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And then as far as filing a claim surely they can be done online you can send it in the mail or you can fax them uh you will need a claim form and we can send you the claim form if you need us to we can send it to your uh physical address or we can email it.
[CUSTOMER][NEUTRAL] Can you send it to my physical address?
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] And then on the claim when you get the claim form, uh, the mailing address will be on there where you can submit this back to the fax number is also on the form as well if you wanted to fax it, so it should have all that information on there for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, not a problem. Did you have any other concerns or questions?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a nice day, [PII].
[CUSTOMER][POSITIVE] Yes, ma'am, you too bye bye.
[AGENT][NEUTRAL] Bye bye.