AccountId: 011433970860
ContactId: a0bbecea-d6ca-4d8f-849c-89706589bc1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187940 ms
Total Talk Time (AGENT): 51790 ms
Total Talk Time (CUSTOMER): 74197 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/a0bbecea-d6ca-4d8f-849c-89706589bc1a_20250321T19:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL this is how may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] How you doing, ma'am? I was calling to check the status of my claim.
[AGENT][POSITIVE] OK, sure, I can assist you with claim status and may I have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII] Last name [PII] Phone number is [PII].
[AGENT][NEUTRAL] Do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, one moment please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How you say my policy number 11 moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, the policy number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh it's gonna be 02.
[CUSTOMER][NEUTRAL] 57
[CUSTOMER][NEUTRAL] 6711.
[AGENT][NEUTRAL] OK, thank you. And for security, may I have your date of birth, email address and email address on file?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You said the date of birth and the address on file?
[AGENT][NEUTRAL] Mailing address and email address on file, yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What's the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the claim is for [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it looks like this claim was received on the [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And it is in line to be processed. The normal processing time is up to 14 business days.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. So it is received, but it's just in line to be processed, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh that
[AGENT][POSITIVE] Thank you, thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.