AccountId: 011433970860
ContactId: bc5c56b0-9f1b-4f7e-bf62-eff82928da75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76989 ms
Total Talk Time (AGENT): 29122 ms
Total Talk Time (CUSTOMER): 36499 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/bc5c56b0-9f1b-4f7e-bf62-eff82928da75_20250606T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, I filed a claim, uh, last week or two weeks ago actually, um, but I see that you guys have a new system now and um.
[CUSTOMER][NEUTRAL] I, I, I don't see like a status on the claim.
[AGENT][NEUTRAL] OK, yes ma'am. What you would need to do since we have a new system is recreate your account. Um, are you on the website now?
[CUSTOMER][NEGATIVE] I am, but it says there's there's no claim like my broker had logged on and he said that there was no claims available.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Do I just make myself a new account?
[AGENT][NEUTRAL] Yes ma'am, you'll make yourself a new account and I can also uh check with you to see if the claims are on file. um could I get your name and a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. Uh, phone number [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] Um, I don't have that in front of me. Can I give you my social?
[AGENT][POSITIVE] Yes ma'am, I can pull you up by your social.