AccountId: 011433970860
ContactId: c13121d9-3034-4a5c-9a25-ae8f6257d58e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155360 ms
Total Talk Time (AGENT): 85997 ms
Total Talk Time (CUSTOMER): 66609 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/c13121d9-3034-4a5c-9a25-ae8f6257d58e_20250116T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] This is [PII]. Um, I'm filing a continuation on my claim. I sent that information over, I guess it was yesterday. I just wanted to make sure you received the fax that I sent to you guys.
[AGENT][NEUTRAL] OK. What is your, what is your policy number, Mrs. [PII]?
[CUSTOMER][NEUTRAL] That is 02511336.
[AGENT][POSITIVE] And a good call back number for you in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that information. So allow me one moment and then I'll be able to assist you after I pull up your policy and let you know whether we received that fax or not, OK? Thank you.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Verify your date of birth for me and your physical mailing address.
[CUSTOMER][NEUTRAL] That is [PII] physical mailing address is [PII].
[AGENT][NEUTRAL] Thank you and the last piece of uh verification is the email address we have for you on file.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information and I do see we received that fax, Mr. uh [PII], so it's in line for processing, OK?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, great, thank you, thank you. And about how long, about how long does this take?
[AGENT][NEUTRAL] All right, anything else I can help you with?
[AGENT][NEUTRAL] Oh, go ahead.
[AGENT][NEUTRAL] Now that claim that you sent, the one that you sent, what month is that for? Is that for this month?
[CUSTOMER][NEUTRAL] To process that.
[CUSTOMER][NEUTRAL] That is for this month because I was supposed to be going back to work on the [PII], but I'm gonna be out until the [PII].
[AGENT][NEUTRAL] OK, so let me take a look and see.
[CUSTOMER][NEGATIVE] Because I was paid for for last month I haven't been paid for this month.
[AGENT][NEUTRAL] So I see they pay you from [PII] to [PII]. 19 days was paid on your last check for January.
[CUSTOMER][NEUTRAL] Uh huh, uh-huh, so this, this will take me on to.
[AGENT][NEUTRAL] OK. So is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To uh
[CUSTOMER][NEUTRAL] February.
[AGENT][NEUTRAL] February. So what, what will happen is, you know, we have to tell you, uh, it may take up to 15 days to process, but it would probably be less than that, Mr. [PII] and you can just call back and check on it if you would like to, you know, I would say day after tomorrow, OK? All right. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, alright.
[CUSTOMER][POSITIVE] OK great thank you.
[CUSTOMER][NEUTRAL] I think that's gonna be it.
[AGENT][POSITIVE] OK, well you have an awesome rest of your day and thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][NEUTRAL] Uh-huh.