AccountId: 011433970860
ContactId: c3905810-f304-4363-8346-2b6b78ec10be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 953630 ms
Total Talk Time (AGENT): 89880 ms
Total Talk Time (CUSTOMER): 91738 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-3.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/c3905810-f304-4363-8346-2b6b78ec10be_20250113T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII] with whom I'm speaking. How may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], I was calling because I was, uh, I was told to refax some information that I faxed in like 3 or 4 times, and the lady finally got it. I was calling about my claim and everything and make sure that you got it so that I can be my payment can be issued.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's your policy number?
[CUSTOMER][NEUTRAL] Uh, 620424.
[AGENT][POSITIVE] Thank you for that information. What's a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that information, Ms. [PII]. One moment while I get your policy pulled up and then I'll be able to uh assist you with the status of your claim.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your physical mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII]. I'm sorry.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you and the last piece of information to verify is the email address we have for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. One moment please while I check that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I see this is an accident policy. I do see where you sent in some information on.
[AGENT][NEUTRAL] Actually it looked like something came in on [PII] and [PII], and then [PII]. All that information is in line.
[CUSTOMER][NEUTRAL] Yeah, so they can, they can't they didn't get it, and the lady called me by the name of Mrs. uh, can't think of her name right now, but she, she called me and said that they didn't get it and can I please try to email it to her and I emailed it to her, uh, on, uh, Friday, and, um.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Send it to Mrs. uh [PII].
[AGENT][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] OK, yeah, let's see. I was just gonna look at the notes on here.
[AGENT][NEUTRAL] Let's see here, hold on.
[CUSTOMER][NEUTRAL] Yeah, cause she said she was needing it, and it was a, a letter from the doctor saying that I wasn't going back to work and, and some notes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was filing for Social Security disability.
[AGENT][NEUTRAL] OK, just let me read that.
[AGENT][NEUTRAL] Uh-huh. Let me read what Roxy put on here and did on.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you for your patience. One moment.
[AGENT][NEUTRAL] Now let me take a look at what information you sent in because I'm seeing now we have like, like I said, 3 different pieces of mail, see what they are.
[AGENT][NEUTRAL] Documentation that we'll send in let's see here.
[AGENT][NEUTRAL] Let me place you on a brief hold while I review that, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for patiently waiting, Ms. [PII], you there?
[CUSTOMER][NEUTRAL] Yes ma'am. Hold on. Someone called. Hold on.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, they're very fresh.
[AGENT][NEUTRAL] Mhm.