AccountId: 011433970860
ContactId: a01e0741-b6b8-4933-9013-b833977adabc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240839 ms
Total Talk Time (AGENT): 55471 ms
Total Talk Time (CUSTOMER): 152967 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/a01e0741-b6b8-4933-9013-b833977adabc_20250407T18:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][POSITIVE] Hi, [PII], that was fast. I didn't have to wait a long time. Uh, back on the, uh, the [PII] of this month, our daughter faxed a claim in, uh, that was what had been.
[CUSTOMER][NEUTRAL] Uh, suggested by [PII] because we've had some problems getting it to the right place. Anyway, we were told that uh after 48 hours to call and be sure that it was all received.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][POSITIVE] Yeah, absolutely. Let's, let's take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] OK, I gotta find that now. Uh, just give me one second because I know I know where it is. I have to lay the phone down.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, I got it. 768-911 and my name is [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] And the claim is for my husband [PII].
[AGENT][NEUTRAL] OK. And then if I could just get your uh date of birth and address, please.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] OK, I'm [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[CUSTOMER][NEUTRAL] And, and
[CUSTOMER][POSITIVE] Well, my daughter did this, she filed it because this, uh, this lady that had helped me suggested that's what we should do.
[AGENT][NEUTRAL] OK, let me see what I can find here.
[CUSTOMER][NEUTRAL] And I'm just calling to verify that that my that our fax did go through.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, yeah, so I do see that it looks like we did get that information on the [PII]. Um, it looks like it is pending, it's just showing in status, so a decision hasn't been made yet.
[CUSTOMER][NEUTRAL] Well, that's fine. Uh, that, that Ali had told me that, uh, normally it takes uh 10 to 14 days before we get a response. That sound right? OK, I have, I have, I, I take good notes. I'm old but I take good notes.
[AGENT][NEUTRAL] Yes. Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] And so, and what is your name please?
[AGENT][NEUTRAL] My name is [PII], which is spelled [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] S
[CUSTOMER][POSITIVE] OK, I just made a note that that that I spoke to [PII] today. I thank you very much for helping us, [PII].
[AGENT][POSITIVE] You're very welcome. Is there anything else?
[CUSTOMER][POSITIVE] And have you no, I was just gonna tell you have a good day.
[AGENT][NEUTRAL] All right, you as well.
[CUSTOMER][NEUTRAL] And and you, you are, you are in [PII], aren't you?
[AGENT][NEUTRAL] Yes ma'am, uh huh.
[CUSTOMER][NEUTRAL] OK, well, I'm actually 90 miles from the [PII] border.
[AGENT][POSITIVE] Oh, nice.
[CUSTOMER][NEUTRAL] That's where [PII] is, yes.
[CUSTOMER][POSITIVE] So, so you have a good day way up there and I intend to have a good day here. I have to tell myself that all the time.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Absolutely. You, you're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Ah.