AccountId: 011433970860
ContactId: a8d4c084-784a-4cb7-883e-82dfe8721f57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117739 ms
Total Talk Time (AGENT): 60085 ms
Total Talk Time (CUSTOMER): 31308 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/a8d4c084-784a-4cb7-883e-82dfe8721f57_20250619T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, Miss [PII]. This is [PII]. I was calling to check um on a claim that I have.
[AGENT][POSITIVE] OK, I'm happy to check on a claim. Do you have your policy number?
[CUSTOMER][NEUTRAL] It's 022-715-13 and it's under my dad's name, [PII].
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then can you verify his date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what should be the address that we have on file?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Mhm, that is correct. OK.
[AGENT][NEUTRAL] So I do see a claim that was um recently filed. It's showing a reported date of 69. Is that the one that we're checking on?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It looks like it's still showing in progress. There's not been any sort of update on it, unfortunately. Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you know, if you want, you can check back tomorrow. Uh, come Monday would be about 10 days. We generally ask for about 7 to 10 days. Um, so it looks like it's just still in progress. They're not asking for anything additional at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, that'll be all.
[AGENT][NEUTRAL] Anything
[AGENT][POSITIVE] Yeah, you're welcome. OK. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.