AccountId: 011433970860
ContactId: bcde9ace-325f-44a4-a5b9-e4080a6d648b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130279 ms
Total Talk Time (AGENT): 49824 ms
Total Talk Time (CUSTOMER): 39671 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/bcde9ace-325f-44a4-a5b9-e4080a6d648b_20250425T22:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is uh [PII]. It's, I'm just calling to check on the uh status of my claim.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] 256-603-0
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Just 2 more pieces of information, your address?
[CUSTOMER][NEUTRAL] [PII], zip code [PII].
[AGENT][NEUTRAL] And email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] OK, looks like.
[AGENT][NEUTRAL] Now we've got several claims and processing. Did you submit some claims recently?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Looks like we've got several that were um entered in our system on [PII].
[AGENT][NEUTRAL] Uh, that are currently being processed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So by the [PII], I should hear something.
[AGENT][NEUTRAL] Yeah, it should be next week. Um, I'd check back midweek and see if we've got them processed by then. Typically it takes about, uh, up to 7 working days, so, um, yes, I, I would check back probably mid to late next week and and they should be processed.
[CUSTOMER][NEUTRAL] Well, I got one more to send y'all that came in the mail today and my power went out. I was trying to send it off, but it was too late and when it came back on, I was at work, so I send it off and I go home tonight, I send it on to y'all and I download it and send it to y'all again.
[AGENT][POSITIVE] OK, that would be great, yeah, just upload it to our portal.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] OK, thanks for calling APL have a good weekend.