AccountId: 011433970860
ContactId: aebd6ec6-962a-41e4-ac70-0dccc69dd7e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157470 ms
Total Talk Time (AGENT): 83507 ms
Total Talk Time (CUSTOMER): 63109 ms
Interruptions: 2
Overall Sentiment: AGENT=2.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/aebd6ec6-962a-41e4-ac70-0dccc69dd7e6_20250306T19:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I sent in all the information that had been requested on my claim, and I just wanted to check on the, um, where the progress is on it.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Well, it would be my pleasure to check that claim uh status for you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Yes, it is 245-8411.
[AGENT][NEUTRAL] And what is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII], [PII], uh, but the claim is for my husband.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He was in the hospital, not.
[AGENT][NEUTRAL] All right. And do you mind verifying your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you and Miss [PII], what is a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Alright thank you and then we do have a Gmail address on file. Do you mind verifying that as well?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you for that verification. I know that was a lot.
[CUSTOMER][NEUTRAL] It's a long one.
[AGENT][POSITIVE] But we do like to make sure everything is up to date for you and we do like to protect your information so we gotta make sure it's you.
[CUSTOMER][NEGATIVE] Yes. No, no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, it's appreciated. It is appreciated.
[AGENT][NEUTRAL] And this is for your husband, [PII]?
[CUSTOMER][NEUTRAL] [PII] and floating, yes ma'am.
[AGENT][NEUTRAL] All right. Well, you know what, Mlaine looks like that that is processing today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it appears now.
[AGENT][NEUTRAL] It looks like it's still in processing, but it looks like there's gonna be a benefit of $2500.
[AGENT][NEUTRAL] That should
[CUSTOMER][NEUTRAL] OK, ma'am, and I, I understand it'll take a while to get the check out to me.
[AGENT][POSITIVE] Yeah, it should go out tomorrow hopefully.
[AGENT][NEUTRAL] And it will come, it will come to your address on file.
[CUSTOMER][POSITIVE] Oh, OK, wow.
[CUSTOMER][POSITIVE] Mhm. OK. Perfect.
[AGENT][POSITIVE] So keep a lookout. I'm glad you called. That was nice getting some good.
[CUSTOMER][NEUTRAL] Yeah, the day I've had today at work, yes, ma'am.
[AGENT][POSITIVE] A good answer.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Well, it has been a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that is all. Thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a lovely afternoon.
[CUSTOMER][NEUTRAL] You too ma'am bye bye.
[AGENT][POSITIVE] Thank you, bye bye.