AccountId: 011433970860
ContactId: af7b75bb-6dd5-4a26-bd80-cb1d0d967d21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70830 ms
Total Talk Time (AGENT): 31069 ms
Total Talk Time (CUSTOMER): 36629 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/af7b75bb-6dd5-4a26-bd80-cb1d0d967d21_20250605T14:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, can I begin by giving you my, my, um, policy number?
[AGENT][NEUTRAL] Uh, what's your name first, please? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh, I think I just talked to you a few moments ago and Miss [PII], um, I still have your information up. Yes, ma'am. How can I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Because yeah.
[CUSTOMER][NEUTRAL] Yeah, um, actually this, this claim that we spoke of was for something else. I didn't even look at the name of the, the location of that facility, but there's another one from last year that I submitted early last year, but I never heard back.
[AGENT][NEUTRAL] I don't show we received any claims, uh, besides this one.
[CUSTOMER][POSITIVE] So there's no pain.
[CUSTOMER][NEUTRAL] Mm, OK, it was uploaded online. OK, I'm not sure why.
[CUSTOMER][NEUTRAL] Alright, so I'll go back and try to resubmit the claim online then.
[AGENT][NEUTRAL] OK, and have you set up a new account on the line because our online service center had an update and so you'll have to recreate an account.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK. Uh, yes, ma'am. Bye.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Bye bye