AccountId: 011433970860
ContactId: bfeeb235-b86f-4cf1-b4bb-69e64a1ed7ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145470 ms
Total Talk Time (AGENT): 48143 ms
Total Talk Time (CUSTOMER): 65541 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/bfeeb235-b86f-4cf1-b4bb-69e64a1ed7ce_20250612T15:22_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I was calling about my uh benefits for this month.
[AGENT][POSITIVE] I'd be happy to assist with your benefits today, Miss [PII]. um, if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, 620-424.
[AGENT][NEUTRAL] OK, and if you can verify your date of birth and email address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this is for an accident claim?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I've been getting this, uh, for several months cause I've been off from work.
[AGENT][NEUTRAL] Oh OK um looks like they processed something today.
[AGENT][NEUTRAL] OK, so it looks like.
[CUSTOMER][NEUTRAL] It, it should be $500.
[AGENT][NEUTRAL] Yeah, it's pending they processed today so it'll go out tomorrow well actually you have direct deposit it'll be released tomorrow because they processed it today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's the only thing I wanted to know cause I hadn't heard anything and I was trying to, you know, log on my, the, the site and it was like telling me that uh my information is not in the, in the system and all that different.
[AGENT][NEUTRAL] Oh yeah, I'm sorry, we do apologize. um, uh, 2 weeks ago they updated the online service center so you will need to go ahead on and re-register. I do apologize.
[CUSTOMER][NEUTRAL] Oh, OK. We registered as brand new.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Mhm, because I'm like, I know something is wrong. I said because um.
[CUSTOMER][NEUTRAL] You know, I normally um can go out there and and and do it and I'm like something is wrong, so I have to re-register like I'm a brand new person.
[AGENT][POSITIVE] Right, that's correct.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much, ma'am, and have a good day.
[AGENT][POSITIVE] Alright, you do the same thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Mhm.