AccountId: 011433970860
ContactId: baa6fcdf-2d41-45df-95f4-d3661f3c7f17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136580 ms
Total Talk Time (AGENT): 69203 ms
Total Talk Time (CUSTOMER): 65090 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/baa6fcdf-2d41-45df-95f4-d3661f3c7f17_20250227T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII]. I was checking the status on my claim.
[AGENT][NEUTRAL] All right, Mr. [PII]. Can I have your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. Do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Well, not, I, I got an old, I think this is the one from last year, but it's a separate claim. There's a lady named [PII]'s been handling this, but I haven't heard back. My wife sent her an email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if you know who she is or not. I need to speak to her.
[AGENT][NEUTRAL] No, she, I don't, I don't think she worked here. Uh, that might be somebody with the agent or something. What is that, uh, policy number that you have?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] 02431002.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. And Mr. [PII], verify your date of birth for me and your mailing address for verification.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right. And what about the email address on file?
[CUSTOMER][NEUTRAL] [PII]. It's either that or you'll have [PII]. I don't really know hers, my wife, I mean [PII].
[AGENT][NEUTRAL] OK, we have the one that we have the one at [PII] because this is your policy, so we got your email on file. Uh, OK, and you're calling and checking claim status, is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, looks like we received the claim in our office on [PII]. It has not been reviewed yet. We have 7 to 15 working days to review a claim, so it's in line to be reviewed. It has not been reviewed.
[CUSTOMER][POSITIVE] OK, thank you ma'am just just checking the status on it.
[AGENT][POSITIVE] You're welcome. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it, prayer we all need prayer.
[AGENT][POSITIVE] Oh, amen. Alright, well you have a wonderful day and thank you for calling American Public Life, Mr. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bye-bye.