AccountId: 011433970860
ContactId: b27e6262-0c1f-4b7e-a138-a08697c97f1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174460 ms
Total Talk Time (AGENT): 76624 ms
Total Talk Time (CUSTOMER): 43190 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/b27e6262-0c1f-4b7e-a138-a08697c97f1e_20250522T13:42_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]. I'm calling checking on my accident claim.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you. Do we have the policy number or claim number?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK, we can look up your policy by your name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] OK. My social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. Give me just one moment please, to take a look by this.
[AGENT][NEUTRAL] And then if I could just verify please your first and last name?
[CUSTOMER][NEUTRAL] [PII]. My address is [PII]. My email is [PII] and my date of birth is [PII].
[AGENT][POSITIVE] Thank you Miss [PII] one moment.
[AGENT][NEUTRAL] And you said it was was the claim under your name?
[CUSTOMER][NEUTRAL] It's from my husband, [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But I'm the, the policy holder.
[AGENT][POSITIVE] Yeah absolutely OK I just wanna make sure I was looking at the right person here.
[AGENT][NEUTRAL] All right, so the last thing I see submitted under [PII]'s name was on the [PII], a few days ago, and that looks like it's still in progress. Is that the one that we're checking on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, so.
[CUSTOMER][NEUTRAL] So has somebody started working on it?
[AGENT][NEUTRAL] It doesn't show that there's any sort of update on it at this time. Um, generally, we ask for 5 to 7 business days to complete a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else?
[CUSTOMER][POSITIVE] Alright, well thank you so much.
[CUSTOMER][NEUTRAL] No, that's it. Are y'all open on Monday?
[AGENT][NEUTRAL] Yes, oh, actually, you know what? I forgot Monday is a holiday. I apologize. No, we, we won't be open on Monday, um, but we are usually open Monday through Friday until [PII] Central time, so you can always call and check.
[CUSTOMER][POSITIVE] OK. Thank you. You have a good day.
[AGENT][NEUTRAL] You too, Miss [PII]. Bye bye.