AccountId: 011433970860
ContactId: b687cdb9-c681-4d8b-a2f5-c7b12a212480
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252330 ms
Total Talk Time (AGENT): 116212 ms
Total Talk Time (CUSTOMER): 75623 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/b687cdb9-c681-4d8b-a2f5-c7b12a212480_20250121T23:30_UTC.wav
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[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I was just calling to get uh the update on my claim status please.
[AGENT][NEUTRAL] Excuse me, yes, sir. I can help you with your claim status. What is your name, please?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], what is your call back number please just in case the call is disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 1829091.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also I'll need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, email is [PII] and I forgot what else you asked for.
[AGENT][NEUTRAL] Uh, the, the phone number that you gave me to verify, uh, if we get disconnected, is that your.
[CUSTOMER][POSITIVE] Perfect. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Thank you, sir. I appreciate you verifying that information. OK, [PII], is the claim for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The uh the December.
[AGENT][NEUTRAL] And is it gonna
[AGENT][NEUTRAL] OK, was it
[CUSTOMER][NEUTRAL] Sorry, go ahead.
[AGENT][NEUTRAL] Did you send it in on [PII] into the online service center?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, let me look at it real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thought I did everything right, but you never know, right? It's hard when you do this yourself. It's like a.
[AGENT][MIXED] Right. Yeah. It is hard. It is hard. Um, I agree with you. And, and I work here and know that it, it could be frustrating sometimes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the one that I'm looking at.
[AGENT][NEUTRAL] Was reported on [PII]. It looks like it's still in progress for payment of $500.
[CUSTOMER][POSITIVE] OK, that's perfect. That's what it should be.
[AGENT][NEUTRAL] Like it's being processed. OK, yes, looks like it's in process right now.
[CUSTOMER][POSITIVE] Great. And how does that work? Does it just
[CUSTOMER][NEUTRAL] Does it direct or does it mail?
[AGENT][NEUTRAL] Um, if you set up for direct deposit, it will direct deposit to you, and it looks like you've gotten a payment in the past by direct deposit. So let me see if that's still set up. I'm showing that you're still set up on direct deposit.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, great. So I'll just get a, I'll get a notification and they'll they'll send it that way. OK, that's perfect. That's all the information I needed.
[AGENT][NEUTRAL] Yes, sir. OK.
[AGENT][NEUTRAL] OK. Is there anything else?
[CUSTOMER][POSITIVE] Thank you very much. No, all set. Have a great evening. Thank you.
[AGENT][NEUTRAL] You're welcome, [PII].
[AGENT][POSITIVE] You have a good night too. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mm bye-bye.