AccountId: 011433970860
ContactId: aecc3fdd-457d-4190-83ce-fcfbad83c664
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194369 ms
Total Talk Time (AGENT): 66471 ms
Total Talk Time (CUSTOMER): 66869 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/aecc3fdd-457d-4190-83ce-fcfbad83c664_20250305T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I uh had sent a claim actually using apparently an old form because I sent it to.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And, and, uh, I called several times and
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It never did get forwarded to [PII]. So, uh, so a week or so ago, I just, just printed, uh, printed out the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, papers and send them to [PII] and I'm just wondering if you can tell me if y'all got them. I'm just checking on them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yeah, absolutely. Let's take a look. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] I don't, sorry. I have my social.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK, yeah, we can look by that. Go ahead.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 437
[CUSTOMER][NEUTRAL] 042249
[AGENT][POSITIVE] All right, thank you so much. Give me just a moment here. Let me take a look.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Alright, that gave me an error message. Sorry about that. One moment.
[CUSTOMER][NEGATIVE] I am not having good luck with this.
[AGENT][NEUTRAL] I think it's just my computer. It's not you.
[AGENT][NEUTRAL] I'm gonna close out and do another search.
[CUSTOMER][NEUTRAL] All those spells we'll look for my husband's because I sent him in the same envelope.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I, there you are, [PII]. OK. Uh, let me just get your date of birth, please, and then address.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Thank you [PII]. OK, I've got you here. Let me pull this up and see if we've got anything.
[AGENT][NEUTRAL] All right, yeah, it looks like we did get a claim. It was reported on the [PII], so it looks like it is in progress at this time. There is no approval or denial. Nothing is being requested as far as information, so yeah, just give it a little time that looks like the process out.
[CUSTOMER][POSITIVE] Yay!
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] OK. You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.