AccountId: 011433970860
ContactId: b43b98c2-9533-429f-979a-74c91870b4e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149589 ms
Total Talk Time (AGENT): 76550 ms
Total Talk Time (CUSTOMER): 56015 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/b43b98c2-9533-429f-979a-74c91870b4e4_20250522T15:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning. Um, I'm calling because, um,
[CUSTOMER][NEGATIVE] I have a claim that was not paid for and I was told that the um employer hadn't paid their um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know their stuff. Anyway, I found out that they have and she told me to call back and make sure that you guys have it right now so that the claim can be finished.
[AGENT][POSITIVE] OK, glad to help you. Go ahead and give me your name and your policy number, please, ma'am.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Um, policy number 921397.
[AGENT][NEUTRAL] That was 921-397.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], hang on just a moment and thank you for that information. Now while I'm pulling this up, [PII], go ahead please, ma'am, and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, Lord, thank you for all that information. Now verify your date of birth and your address for me please, ma'am.
[CUSTOMER][NEUTRAL] My date of birth is, I'm, I'm, this is actually for my husband. Does that matter?
[AGENT][NEUTRAL] OK. No, ma'am, I need yours.
[CUSTOMER][NEUTRAL] OK. Uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, thank you so much for all that information, [PII]. OK, so let's see, you're calling to make sure that the claims are being processed now that you're up to date, so let me go check his claim. So hold on, let's see. Yes, ma'am, I do see some for [PII] that that uh have actually going to be released today. So yes ma'am, those are in process of being released.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, and um how much is it? Do you know?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, ma'am, I won't know until tomorrow, but if you wanna check back with tomorrow they can tell you the exact exact amount paid.
[CUSTOMER][POSITIVE] OK, alright, great, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, yes, ma'am, [PII], and is that all I can help you with today?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, [PII], well, thanks for calling APL and you have a great rest of your day, OK?
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.